Returns
Most products purchased through Lively have a 30-day return period. Where you return a product depends on who fulfilled the order. Check the section below for the return period and instructions that apply to your product.
Orders with more than one product may require separate returns. Review the instructions for each product before starting your return.
General Return Requirements
Unless different terms are stated for a particular product or purchase:
- Your return must be requested within the applicable return period.
- Items must be returned in like-new condition.
- Returns may be denied for items that are damaged, unsanitary, dented, scratched, or missing major contents.
- Please return all original components and materials and the original packaging, if possible.
- Shipping and handling charges are non-refundable.
- Customers are responsible for return shipping costs.
If you are unsure which return instructions apply, contact Lively at 1-800-733-6632 before starting your return.
Exchanges
Lively does not offer exchanges. To obtain a different product, return the original product and place a separate order for the new product after the return is accepted.
Lively Phones and Safety Devices
Returning a Lively phone or safety device does not cancel the service associated with that device. To avoid future service charges, you must cancel the service separately by calling Lively at 1-800-733-6632.
Select the option that identifies where you purchased your product.
Purchased from Lively
Return period: 30 days after receiving the device
Where to return: Lively
How to start: Call 1-800-733-6632 to request a return authorization number and instructions.
Customer Service representatives are available weekdays from 7 a.m. to 10 p.m. ET and weekends from 9 a.m. to 7 p.m. ET.
Items returned without first requesting a return authorization number will not be accepted.
Device and Service Refunds
If you return a Lively device purchased from Lively and cancel service within 30 days after receiving the device, Lively will refund:
- the cost of the phone or device;
- the first month's service charge, unless you exceed the Phone Usage Limitations below; and
- applicable taxes.
Lively will refund the activation fee if service is cancelled within the first 7 days unless you:
- did not pay an activation fee;
- exceed the Phone Usage Limitations below;
- activated two devices and are returning only one device; or
- return a device that is not in like-new condition, as determined by Lively.
Shipping charges are non-refundable.
Phone Usage Limitations
Minutes. You may use up to 30 minutes at no additional charge. If you exceed 30 minutes before cancellation, you will be charged the lesser of your monthly plan service charge or $0.35 for each additional minute over 30 minutes.
Text Messages. You may send and receive up to 50 text messages at no additional charge. If you exceed 50 messages before cancellation, you will be charged the lesser of your monthly plan service charge or $0.10 for each additional text message over 50 messages.
Data. You may use up to 50MB of data at no additional charge. If you exceed 50MB before cancellation, you will be charged the lesser of your monthly plans service charge or $.0.02 for each additional MB over 50 MB.
Purchased from Best Buy
Devices purchased from Best Buy must be returned to Best Buy in accordance with the Best Buy Return & Exchange Policy.
Purchased from Another Retailer
Devices purchased from another retailer must be returned to that retailer in accordance with the retailer’s applicable return policy.
Other Products Purchased on Lively.com
Select the option that identifies who fulfilled your product. You can find this information in your order materials.
Fulfilled by Lively
Return period: 30 days
Where to return: Lively
This includes Lively Phone and Safety Device accessories and SIM cards fulfilled by Lively.
Call 1-800-733-6632 to request a return authorization number and instructions.
Customer Service representatives are available weekdays from 7 a.m. to 10 p.m. ET and weekends from 9 a.m. to 7 p.m. ET.
Items returned without first requesting a return authorization number will not be accepted.
Fulfilled by Best Buy
Return period: 30 days
Where to return: Best Buy
These products cannot be returned through Lively.
You may return the product:
- at any Best Buy store; or
- by mail to the Best Buy fulfillment center below.
For a return by mail, include the Best Buy order number and the return information provided with your order.
Mail eligible returns to:
Best Buy Returns
600 Park Loop Road
Shepherdsville, KY 40165
Fulfilled by RAZ
Return period: 30 days
Where to return: RAZ Mobility
The phone and eligible accessories must be in like-new condition, with no physical or water damage, and returned in the manufacturer’s original packaging with all original components and materials. Original components may include the device, battery, charger, cables, Quick Start Guide, and any other items included with the order.
If activated, Lively will refund the activation fee, first month's service charge, device cost, and applicable taxes, less any applicable restocking fee, if:
- you have not exceeded any Phone Usage Limitation; and
- the device is returned in like-new condition in the original box with all components and materials.
Returning a RAZ phone does not cancel the service associated with that device. To avoid future service charges, you must cancel the service separately by calling Lively at 1-877-575-4082.
Shipping and handling charges are non-refundable. You are responsible for return shipping costs.
Mail returns to:
RAZ Mobility
7945 MacArthur Blvd
Suite 206
Cabin John, MD 20818
Fulfilled by JubileeTV
Return period: 60 days
Where to return: JubileeTV
The product must be returned in like-new condition. Returns may be denied for products that are damaged, unsanitary, dented, scratched, or missing major contents. Return the original packaging, if possible.
Shipping and handling charges are non-refundable. You are responsible for return shipping costs.
Returning the product does not cancel an activated JubileeTV membership. You must cancel the membership separately at serviceplan.getjubileetv.com.
Mail returns to:
JubileeTV Returns
6205 Engle Way
Suite A
Gilroy, CA 95020
Fulfilled by Another Supplier
Return period: See the terms provided with your order
Where to return: The supplier identified in your order materials
Follow the return instructions provided with your order. The instructions will identify the supplier and explain how and where to return the product.
Other Subscription Services
Cancellation and refund rights are governed by the terms applicable to the subscription. If a subscription includes a product or device, separate product return terms may also apply.
Everyday Support for Caregivers
See the Everyday Support for Caregivers Terms of Service for applicable cancellation and refund terms.
Refunds
Unless different refund terms apply to a particular product or purchase, we will notify you after we receive and inspect your return. If the return is approved, the refund will be credited to your original payment method within 21 business days after receipt of the product. A bank or credit card company may require additional time to process and post the refund.
If more than 25 business days have passed since the returned product was received and you have not received the refund, contact Lively at lively@shop.lively.com or 1-800-733-6632.
