Warranty Period and Covered Services: Lively provides three (3) years of repair warranty and three (3) years of loss and damage coverage for all Lively hearing aid purchases; three (3) years of repair warranty and one (1) year of loss and damage coverage for any charging case; and one (1) year of repair warranty (only) for the following accessories: Phone Clip, Multi Mic, TV Streamer, Micro Mic and Remote Control.
All product warranties are in effect from the date of the purchase. Should repair or replacement of a Lively hearing aid product be necessary, we will make every effort to provide this service in a timely and efficient manner. To facilitate this service, please return the product with a completed Repair/Remake Service form (if required) to Lively in appropriate packaging. A product repaired under warranty maintains the original purchase warranty effective date.
Under Lively's loss and damage policy, any hearing aid or covered accessory that is stolen, lost or catastrophically damaged can be replaced while the product is under the loss and damage policy. Note that for hearing aids, the replacement must be for the same customer and the same ear, and it must include the same options package as the original hearing aid. The following fees apply:
- Lively hearing aid per-unit deductible: $195
- Lively charging case (rechargeable models only): $175
A hearing aid may be replaced only once under this program, and may not be returned for credit. The effective date of the product warranty on the replacement unit is the same as that of the original unit. Ownership of the stolen, lost or damaged unit reverts to Lively. Should a claim need to be filed, contact Lively support.
Lively may require that you return the defective or damaged device before sending you a replacement. You must ensure that the correct device is returned to Lively. If Lively provides you with an advanced replacement (at its discretion) device before we receive your defective or damaged device, and you do not return the defective or damaged device within the time communicated to you in notification emails, you authorize Lively to charge you, including via your original form of payment, for, and agree to pay, the full value of the replacement device.
Standard Return Policy: If a hearing aid or accessory is returned for credit within 100 days from the date the item was delivered to the customer's specified address, along with all included batteries, cords, and accessories and other items (other than any disposable items which were used with the hearing aid/accessory), you will receive a full refund of the purchase price. Lively will pay for return shipment. To be eligible for return, the returned items must be in the same condition, ordinary wear and tear excluded, the return must be initiated with Lively support within the 100-day period (no later than midnight Eastern time on such 100th day), and all items must be received by Lively within 14 days after the end of such 100-day period.
Return Policy based on Medical Opinion: Within one (1) year from the date of your hearing aid purchase, you may cancel your hearing aid purchase and receive a full refund of the purchase price if you receive a written opinion from an otolaryngologist, or if no otolaryngologist is available another licensed physician qualified to diagnose diseases of the ear, subsequent to purchasing a hearing aid providing that you either have a hearing impairment for which a hearing aid provides no benefit or have a medical condition which contraindicates the use of a hearing aid and as a result of either condition, you have experienced no improvement in the quality of your hearing.
Out-of-Warranty Repair: Lively will accept for repair and other necessary services any hearing aid or accessory included therewith for a period of five (5) years for the date of the hearing aid purchase. Lively shall deliver an itemized bill showing the repair and service provided and the charge therefor. If the charge for the repair or service shall exceed $50, no work will be performed unless you shall have been first advised of the work to be performed and the charge therefor, and shall have approved and provided payment for same. Shipping charges for out-of-warranty repairs to and from Lively are the responsibility of the customer.