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Refund Policy

The VIVA Mobility Refund Policy was updated on February 5, 2019

This website (the "Service") is operated by VIVA Mobility LLC. Throughout the site, the terms “we”, “us” and “our” refer to VIVA Mobility LLC.

Most items may be returned within fourteen (14) days of receipt for a refund or exchange. If 14 days have passed since the day you received product, unfortunately we can’t offer you a refund or exchange. Only products purchased and shipped within the United States can be returned.

To be eligible for a return, your item must be unopened, unused and in the same condition that you received it. It must also be in the original packaging.

The following products are not eligible for return:
– Patient slings
– Hygiene products
– Disposable goods
– Bathroom safety equipment
– Clearance items

Additional non-returnable items include installed products or custom-made by manufacturer goods such as stairlifts, ramps, pool lifts, or bathroom adaptations.

Some products require a 15% restocking fee for returns. These include:
– Bulk orders, defined by VIVA Mobility as 10 items or more
– Electric wheelchairs
– Mobility scooters
– Ceiling lifts
– Patient lifts (include Sit-to-stand and Walking aids)
– Mobile floor lifts
– Free standing track systems
– Handicare Independent Lifter
– Replacement parts

To complete your return, we require a Return Authorization number. Returns received without this number will not be credited.

Contact us at 1-800-710-3092 or email us at support@vivamobilityusa.com to request an RA number. Please include your order number, name and the item number you are returning.

Please do not send your purchase back to the manufacturer.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, a refund is initiated immediately. The way your refund is processed depends on your original payment method:

– If you paid by credit or debit card, refunds will be sent to the card-issuing bank within five (5) business days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
– For cash, cash equivalent, and check transactions, we will mail a refund check to you within ten (10) business days

LATE OR MISSING REFUNDS

If you haven’t received a refund, first check your bank account again. Then contact your card-issuing bank or credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at support@vivamobilityusa.com.

CLEARANCE ITEMS

Only sale or regular priced items may be refunded, unfortunately clearance items cannot be refunded.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@vivamobilityusa.com and send your item to:

VIVA Mobility LLC, 1170 Tree Swallow Drive, Suite 233, Winter Springs FL 32708, United States.

CANCELLATIONS

Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain an RA Number and ship the item back to the correct address.

If delivery of an item is refused, return shipping costs are deducted from the issued credit and a 25% restocking fee (minimum $25) will apply.

SHIPPING

To return your product, you should mail to:

VIVA Mobility LLC, 1170 Tree Swallow Drive, Suite 233, Winter Springs FL 32708, United States

Unless we have made an error with your purchase, you will be responsible for paying for your own shipping costs and freight for returning your item. We will be happy to help you determine which shipping method to use once you have requested your RA number. We highly recommend insuring larger items for their retail value to protect against shipping damage.

Please be sure to carefully follow all return-shipping instructions that are included with your Return Authorization number. If an item is returned to the wrong address, we reserve the right to charge for any additional shipping fees associated with shipping the item to the correct location.

CONTACT US

Questions about the Refund Policy should be sent to us at support@vivamobilityusa.com.