Returning Your System

Here is our process to return the equipment to us - its quick and easy.

1. First, please check that your system is from our company "Medical Care Alert". The bottom of your console or charging station will have a bright yellow sticker "Owned & Serviced By Medical Care Alert" or "Owned & Serviced by American Response Technologies".
2. Then click here to send an email to our Customer Care Team. Please include the account number that is located on the top of your console or charging base station. Or, you can call us at 1-877-913-3680.
3. Tell us the reason for returning the unit, and if you are canceling your service.
4. Customer Care will give you a Return Merchandise Authorization (RMA) number, and instructions on how to ship the system back to us.
5. If you are canceling service with us, we will stop the billing and monitoring on your account as soon as we receive the equipment back from you.
6. Once we receive your returned system, any pre-paid balance on your account will be pro-rated for a refund, less any deductions (i.e. lost/damaged items, company paid shipping, reprogramming fee for unused systems etc.). Refunds take three to four weeks for processing and crediting back to your form of payment on file (see full policy below to see how we calculate any refund due back to you).

Here is what needs to be returned to us:

1. Medical Alert console / speakerphone / mobile device unit
2. All Medical Alert Buttons, along with lanyards, belt clips etc
3. All power cords, phone cords, DSL filter, phone line splitter ("T-Adapter") and charging stations
4. Lockbox (if we sent you one)
5. All in the original box (we asked you to keep this box. If you don't have it, please have the medical alert system packaged so that it does not get damaged in shipping.). NOTE - the original box is not designed for shipping. We recommend USPS Priority Mail boxes for returns - it fits perfectly and is economical. These boxes are free at any US Post Office, and they charge a flat rate which is generally the cheapest way to go.

Please contact Customer Care at 1-877-913-3680 for more information on returning an item or your complete system. Thank you.

Here is an easy to understand overview of the most common return scenarios we see - please contact us if you have any questions!

Refund eligibility WITHIN 14-day trial period:

• Full refund of pre-paid monitoring subscription less any shipping costs that Medical Care Alert has incurred.
• Deductions may apply for: any missing or damaged items, return ship label if requested and paid for by MCA. $50 programming/restocking fee if system returned and never connected and tested by the customer.

Refund eligibility AFTER 14-day trial period:

• Pro-rated amount of any pre-paid, unused monitoring subscription fees based on the date unit was shipped to customer.
• Deductions may apply for: any missing or damaged items, return ship label if requested and paid for by MCA. $50 programming/restocking fee if system returned and never connected and tested by the customer.

Refund eligibility if customer cancels before unit has shipped:

• Full refund of pre-paid monitoring subscription fees and customer paid shipping.

Refund eligibility if customer refuses package at time of delivery:

• Refund full monitoring subscription amount less any shipping costs that Medical Care Alert has incurred, charges for any missing or damaged items, and $50 programming/restocking fee.

Refund eligibility if unit is returned damaged due to customer’s negligence or alteration:

• No refund is given regardless of pre-paid, unused monitoring subscription fees left on contract.
• $350 damaged equipment fee will be charged.

How We Make Your Refund Payments:

• Any refund due back to our customers will be issued within 30 business days of receipt of, and testing of equipment returned.
• Refund will be posted to the credit card or other form of payment on file with us. If no valid form of payment is on file, we will issue a check.
• Any payments due to Medical Care Alert will be charged to the form of payment on file with us.
• If no valid form of payment is on file with us, we'll send a paper invoice.
• $5.00 administrative fee applies if we have to send an invoice for final payment, or if you require an invoice for your regular recurring subscription fee.