Return policy overview
We have a 30-day return policy for products purchased directly from Lively. This means you have 30 days after receiving your item to request a return. Items need to be returned in a like-new condition. Returns may be denied for items that are damaged, unsanitary, dented, scratched, or missing major contents. Please return your item along with the original packaging, if possible.
Order and exchanges
Damages and issues
Please inspect your order as soon as you receive it and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can review the issue and make it right.
Exchanges
Lively does not offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Lively's 30-day return policy
If for any reason, within 30 days of receiving your product from Lively, you are not completely satisfied, you may cancel your service, and we will refund:
- the cost of the phone/device
- the first month's service charge (unless you exceed the Phone Usage Limitations defined below)
- applicable taxes
We will refund your activation fee if service is cancelled within the first 7 days unless you:
- Did not pay an activation fee
- Exceed the Phone Usage Limitations (defined below)
- Activated two devices and are returning only one device
- Return a device that is not in “like-new” condition, as determined by Lively
Please note:
- Shipping charges are non-refundable
Phone Usage Limitations
The following phone usage limitations apply to Lively’s return policy. If you exceed the usage limits within 30 days of the date of purchase, you will be charged as outlined below.
Minutes
You may use up to 30 minutes at no additional charge. If your usage exceeds 30 minutes before cancellation, you will be charged the lesser of:
- Your monthly plan service charge, or
- $0.35 per minute for each additional minute over 30 minutes
Text Messages
You may send and receive up to 50 text messages at no additional charge. If your usage exceeds 50 text messages before cancellation, you will be charged the lesser of:
- Your monthly plan service charge, or
- $0.10 for each additional text over 50 texts
Data
You may use up to 50 MB of data at no additional charge. If your usage exceeds 50 MB before cancellation, you will be charged the lesser of:
- Your monthly plan service charge, or
- $0.02 for each MB used over 50 MB
Start a return
Call 1-800-733-6632 to request a return authorization number. Our Customer Service representatives are available weekdays 7 a.m. to 10 p.m. ET and weekends from 9 a.m. to 7 p.m. ET. If your return is accepted, we’ll provide instructions on how and where to return your package. Items sent back without first requesting a return authorization number will not be accepted.
Note: If your device was purchased from another retail store, it must be returned to that store and is subject to the store's return policy.
Returning your order
Approved returns must be shipped back at the customer's expense with all components and materials. The shipping charge is non-refundable. Items must be in “like new” condition to be eligible for a refund. Returns may be denied for items that are damaged, unsanitary, dented, scratched, or missing major contents. Please return your item along with the original packaging, if possible.
Refunds
We will notify you once we’ve received and inspected your return. If approved, your refund will be credited back to your original payment method within 21 business days of receipt of your item. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 25 business days have passed since we’ve received your return and you have not received the refund, please contact us at lively@shop.lively.com or 1-800-733-6632.
Common questions
How can I track my order?
Does the product come with a warranty?
Need more help? Give us a call.
If you have additional questions, please call our Customer Service representatives, available weekdays 7 a.m.–10 p.m. ET and weekends from 9 a.m.– 7 p.m. ET.
