Returns & Exchanges


30 Day Returns and Exchanges

- You have 30 days from the time you receive your order to request a return for refund or exchange.

- All returns must have prior approval before being shipped back.

- Damaged items are subject to a return/service handling fee

- Please note that shipping fees are non-refundable unless the mistake was made by LIBERTY Health Supply.

- Return service handling fees will be deducted off your refund amount. 

- If your authorized return is not received within 30 days of original delivery date, your order is subject to a 25% restocking fee

Customer satisfaction is our goal, if you are not 100% satisfied with your purchase, you may return your item(s) for refund. If you need assistance in finding a different item, our customer service team will gladly assist you in finding a product that meets your needs and authorize an exchange.

How do I return my item(s) for refund/exchange?

1)  Login into Your Account and request a refund/exchange through the "Returns" tab. 




1)  Contact us directly to request a return for refund/exchange.

  • via Phone: (800) 991-6207 (9am-4pm CST Monday-Friday)
  • via Email: Contact Form (please allow up 24 hours for email response)

2)  Provide us with one of the following:

  • Order number
  • Customer account number
  • Name used on original purchase

3)  A Return Merchandise Authorization (RMA) number will be emailed with return instructions within 24 hours. 

Where do I return my item(s)?

4)  Once your return request has been approved, ship your products back to our facility using your preferred shipping method.

  • Please remember to include all the items you received with your original purchase (example: accessories, manuals, cords)

  • Your RMA is valid for 7 days after authorization
  • Use the original packing box, or one comparable, and ship your products back to the following address:

ATTN: RMA #: ______
LIBERTY Health Supply
28045 Ashley Circle Suite 103
Libertyville, IL 60048
(800) 991-6207

5) Upon receiving your return package to our facility, we will send a courtesy email notifying you we have received your return along with a time frame for processing your refund/exchange.

  • All refunds/exchanges will be processed within 3-5 business days of arrival

* Please allow our customer service team 24 hours to respond to your call/email. Weekend messages will be responded to the following business day. * We will not be able to authorize a return for refund/exchange if we are unable to locate your purchase in our system.

What if my item is defective/damaged?

  • If an item is received damaged or was incorrectly shipped, please contact Customer Support within 7 days of delivery.

  • A trained customer service representatives will assist you in troubleshooting or provide you with directions to exchange your defective unit

A prepaid return label is available upon request to those returning products back as "defective or damaged". Note: If the product is tested and found to be operational, a credit will be applied for the product price LESS the price of the prepaid return label.

NON-returnable items

Non-returnable items will be returned back to the customer under the customers expense.

  • All orders that have not been authorized by the 30th day

  • All custom made products
  • Ear tips, and select products that rest inside the ear

  • All consumable and digestible products are NOT eligible for refund (Includes vitamins, nutritional supplements, topical creams, lotions, and any liquid products)

  • Hazardous materials, flammable liquids or gasses

Returns can only be authorized under the following conditions:

  • Without showing signs of wear or damage in any way

  • Within 30 calendar days of the delivery date (after 30 days no returns are allowed)

  • Must not be a custom order

Please note that some brands have brand or manufacture specific return policies 

Will a return service handling fee be applied if I return an item?

  • If an item is returned within 30 days with no damages to the item or packaging, a return service handling fee will NOT be applied to your order.

Which item are subject to a return service handling fee?

Return service handling fee's will be applied to the following:

  • Unauthorized returns - Up to 25% handling fee
  • Items that are returned with physical damages, includes damaged packaging -  Up to 25% handling fee
  • Shipments that are "returned back to sender" - Up to full cost of return shipping 
  • Orders that are returned incomplete including missing packaging - Cost of missing units
  • All returnable Vive Health products are subject to a 30% restocking fee.
  • Authorized returns not received within 37 days of original delivery date, will be subject to a 25% restocking fee

Return service handling fee will be deducted off your refund amount.