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Refund policy

VIVA Mobility Return and Refund Policy

Effective Date: January 2025

Thank you for shopping with VIVA Mobility. We are committed to providing high-quality products and excellent customer service. If you are not entirely satisfied with your purchase, we are here to assist with returns and refunds under the terms outlined below.

Returns

  • Most items may be returned within 30 days of receipt for a refund or exchange.
  • To be eligible for a return, items must be unopened, unused, and in their original packaging.
  • A 25% restocking fee applies to all returns, except for products not eligible for return.
  • Customers are responsible for return shipping costs.
  • Products purchased and shipped within the United States are eligible for return.
  • Returns will not be accepted without a Return Authorization (RA) number. Returns received without an RA number will not be credited.
  • Orders may ship before tracking information is provided. In such cases, customers are still responsible for completing a return if they choose to cancel the order after it has shipped.
  • Any item being returned or exchanged due to being defective or damaged must first be evaluated by our technical support team. A Return Authorization will only be issued if the item is confirmed to be defective or damaged. Returns or exchanges will not be accepted without this prior evaluation and approval.

To request an RA number, contact us at **1-800-710-3092** or email support@vivamobilityusa.com. Please include your order number, name, and item number when making a request.

Non-Returnable Items

The following products are not eligible for return due to health and safety regulations:

  • Patient slings
  • Hygiene products
  • Disposable goods
  • Bathroom safety equipment
  • Clearance items
  • Installed products or custom-made goods (e.g., stairlifts, ramps, pool lifts, bathroom adaptations)

Return Shipping

  • Customers are responsible for all return shipping and freight costs.
  • If an item is returned to the wrong address, we reserve the right to charge additional fees for redirection.
  • We strongly recommend using an insured and trackable shipping method to prevent loss or damage during transit.
  • Please do not send returns directly to the manufacturer.

Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed within five (5) business days.
  • Refunds will be issued to the original payment method:
    • Credit or debit card: Refunds will be sent to your card-issuing bank within five (5) business days. Please contact your bank for posting details.
    • Cash, check, or cash-equivalent transactions: Refunds will be issued via check within ten (10) business days.
    • Outbound shipping fees are non-refundable.'

Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  1. Check your bank account.
  2. Contact your credit card company, as processing time may vary.
  3. Contact your bank if there are delays.
  4. If you have completed these steps and still have not received your refund, please email support@vivamobilityusa.com.

Defective or Damaged Items

If your item arrives damaged or appears to be defective, please contact our technical support team for assistance. All such products must be evaluated and diagnosed by VIVA Mobility before a Return Authorization (RA) will be issued. Returns or exchanges will not be accepted unless our technical support team confirms the item is defective or damaged.

To initiate this process, please call 1-800-710-3092 or email support@vivamobilityusa.com with your order number and a description of the issue. Our team may request photos, videos, or additional information to complete the evaluation.

Exchanges

Exchanges may be approved under the following conditions:

  • If an item is confirmed by VIVA Mobility to be defective or damaged, an exchange may be offered at no additional cost once the product has been evaluated by our technical support team.
  • For non-defective items, exchanges may be approved on a case-by-case basis. In such cases, customers will be responsible for return shipping costs, and a restocking fee may apply.

To request an exchange, you must first contact our support team by calling 1-800-710-3092 or emailing support@vivamobilityusa.com. A Return Authorization (RA) number is required before returning any item.

Once your exchange is approved, we will provide you with specific return instructions and the correct return address.

Do not return any items without prior approval and a valid RA number.

Cancellations

To cancel an order, please call us at 1-800-710-3092 for immediate assistance. This ensures your request is processed without delay and may help prevent the order from shipping before the cancellation is confirmed.

  • Orders canceled after shipping are subject to standard return policies, including restocking and return shipping fees.
  • If you refuse delivery, return shipping costs and a 25% restocking fee (minimum $25) will apply.
  • Orders may ship before tracking information is provided. In such cases, customers are still responsible for completing a return if they choose to cancel the order after it has shipped.

Non-Refundable Outbound Shipping Charges

  • All outbound shipping fees, including our $9.99 standard shipping fee for orders under $100, are non-refundable.
  • Freight charges, if applicable, are also non-refundable.

Contact Us

For questions or assistance regarding returns and refunds, please contact us at:

  • Phone: 1-800-710-3092
  • Email: support@vivamobilityusa.com
  • Mailing Address:  
      VIVA Mobility LLC  
      1170 Tree Swallow Drive, Suite 233  
      Winter Springs, FL 32708, United States