1. REFUND POLICY:
Chaperone Medical Alert Systems offers you a 30 day Unconditional Money Back Guarantee on all purchased systems. (For rental systems see paragraph 7 below for refund policies.) Chaperone Medical Alert Systems is committed to excellence in our products and services. In the unlikely event that one of our subscribers is not completely satisfied with our Medical Alert Consoles or our Monitoring Services, within 30 days from receipt of our equipment, we will promptly credit your account on the order once the products are returned to Chaperone Medical Alert Systems. All original packaging/warranty cards, etc. must be included. Subscriber must call or E-Mail expressing their desire to return the Chaperone Medical Alert Console, and accessories if any, for a full refund to our Customer Service Center. The return package must be post/marked within 30 days of placing the order.
Subscriber is responsible for all shipping costs from and to Chaperone Medical Alert Systems Customer Service Center. When subscriber chooses their carrier of choice (UPS-Ground, FEDEX-Ground, USPS etc.), the item(s) must be insured with the carrier returning it to us. All shipping costs are non-refundable. (We cannot refund on items lost or damaged by the Carrier who is responsible for returning the item to us. For Example, you return our Medical Alert System and our customer service center never receives it. If this happens, we cannot refund your money.) When your package is fully insured, and it gets lost, you and Chaperone are never at a loss.
Chaperone Medical Alert Systems reserves the right to charge a replacement fee if the returned product(s) are without it’s original packaging, warranty card, instructions or missing any part(s) it was originally sold with. Before returning our Medical Alert Systems and accessories you must call our billing department and request a Return Merchandise Authorization (RMA) Number. This (RMA) Return Merchandise Authorization Number must be written in large print on the outside of the return shipment package. Failure to follow these instructions or any verbal directions you receive from our billing department, will only result in the rejection of your return shipment. If your shipment gets rejected, the return shipment package will be sent back to you.
2. OBTAINING AN RMA NUMBER:
Please contact Chaperone Medical Alert Systems Billing Department at 1-(888) 210-1515 during the following business hours, Monday to Friday 9:00 AM to 6:00 PM Eastern Time.
Chaperone Medical Alert Systems, offers a limited lifetime equipment warranty to the original purchaser, provided that the original purchaser is a subscriber to our Care Center Monitoring Plan. We will replace or repair the equipment at no charge. The Chaperone Medical Alert System is sold free from defects in material and workmanship. During the first 90 day period, Chaperone will pay all shipping costs to and from the subscriber location if any of our products prove to be defective. After the 90 day Free Shipping Warranty Period our limited lifetime warranty goes into effect and shipping costs are the responsibility of the subscriber. Our lifetime limited warranty excludes all batteries which are warranted for a 90 day period only. Any equipment which has been subject to abuse, misuse, alteration, unauthorized repair, or damage as a result of acts of God beyond the control of Chaperone Medical Alert Systems, is not covered by the warranty. Chaperone Medical Alert Systems shall have the right of final determination of the existence and cause of defect. In order to obtain free shipping for warranty service, the subscriber must notify Chaperone Medical Alert Systems of any defects before the expiration of its first 90 day warranty period.
4. EQUIPMENT RENTAL WARRANTY:
Rental plans are covered with a Limited Lifetime Warranty for the period they are so monitored. Chaperone Medical Alert Systems will replace any product which proves to be defective in a timely manner. Any equipment which has been subject to abuse, misuse, alteration, unauthorized repair, or damage as a result of acts of God beyond the control of Chaperone Medical Alert Systems, is not covered by the warranty. Chaperone shall have the right of final determination of the existence and cause of defect.
In order to obtain service under this limited warranty, the subscriber must notify Chaperone Medical Alert Systems of any defects before the expiration of their monitoring plans. Upon return of any Chaperone Medical Alert Systems for repair or replacement, subscriber must obtain a Return Merchandise Authorization Number from our Billing Department. Chaperone Medical Alert Systems will pay for all shipping charges for the replacement of Chaperone Medical Alert Systems for the subscriber. To protect your interest and ours subscriber must return the System for replacement or repair fully insured. To obtain an RMA Number call our Billing Department at 1-(888) 210-1515 during the following business hours Monday to Friday 9:00 AM to 6:00 PM Eastern Time. We will give you detailed shipping instructions at that time. Failure to follow our detailed instructions Voids All Warranties.
5. PERSONAL HELP BUTTONS:
Personal Help Buttons also known as Neck or Wrist Pendants are warranted for one (1) year from date of order. Product Warranty can be determined by the serial number located on the label, on the back of the Pendant and/or the Pendant Case. Personal help buttons with missing labels will not be replaced under the Warranty.
After 1 year, replacement pendants are available for all our in-home use medical alerts for a replacement fees.
In order to obtain service under the Warranty Period, the subscriber must notify Chaperone Medical Alert Systems of any defects before the expiration of the warranty period. Upon return of any Personal Help Button for repair or replacement, subscriber shall obtain a Return Merchandise Authorization Number from our Billing Department and pre-pay any shipping charges for products returned to Chaperone Medical Alert Systems for Warranty Service and Chaperone Medical Alert Systems will pay for return of the product to subscriber.
6. DAMAGED PRODUCT DELIVERY:
In rare instances, your Medical Alert Products may get damaged during shipping. If this unlikely event should occur, all claims for damage and shipping will be submitted to the carrier by Chaperone Medical Alert Systems. If your order arrives damaged, subscriber must notify Chaperone Medical Alert Systems within 24 hours of the time of delivery and not 24 hours of personally discovering the damage. If subscriber notifies us within 24 hours, Chaperone Medical Alert Systems will cover the cost of shipping out the replacement order. If subscriber does not notify Chaperone within 24 hours, subscriber remains liable for all shipping costs associated in replacing, as well as returning the damaged products.
Chaperone has to file a claim for damages and shipping costs within 5 days of the delivery date. We must be notified of any damage during transit when the package is delivered to your door. In some cases, we may ask you, the receiver of the damaged package, to hold on to the damaged product for up to 10 business days. (You must retain all original packaging materials such as the box, packing material, peanuts, bubble wrap, wrapping tape etc.) For the shipping carrier to inspect for damages. If you do not hold on to these items, the shipping carrier will reject the damage claim and Chaperone Medical Alert Systems will not be able to pay you for the replacement of the damaged product. Please help us to help you in filing a claim on your behalf, by keeping all of the products and shipping material as dictated by the carrier claims investigation requests.
7. CANCELLATION POLICY FOR MONITORING SERVICES FOR ANNUAL RENTAL EQUIPMENT:
You may cancel your pre-paid purchase or rental plan’s annual monitoring services after the first three months of service. Chaperone Medical Alert Systems will pro rate full months at the rate of $28.95 per month regardless of the term of your rental agreement, plus a $25.00 De-Programming Administrative Fee. You are responsible for and we cannot reimburse you for all shipping and handling charges to and from your residence. Credit Card Sales are subject to merchant fee costs when cancelled and will be deducted from the total gross refund due.
The $25.00 De-Programming fee applies to our equipment rental and purchased equipment.
Our 30 day money back guarantee period will be charged A $25.00 De-Programmig fee
If you have any questions about the above policies please feel free to contact us.