Damages and sensor issues/malfunctions
Please inspect your order upon arrival and contact us immediately if the sensor is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Once your sensor has been applied, if you feel your sensor is malfunctioning or faulty, please reach out to Vively support by emailing firstname.lastname@example.org.
The Vively support team will work with you to determine the problem through troubleshooting.In the case of a hardware-related sensor issue, Vively will step you through the process of receiving a replacement sensor from the manufacturer. Sensors that are damaged by the member, damaged through application error, or are removed early do not qualify for a replacement. Instead, you will be provided a 20% discount to purchase another sensor.
Vively requires that all members reach out to our support team to determine whether sensors are faulty before removing. If we are unable to properly run troubleshooting prior to removal, we cannot determine if you qualify for a replacement sensor.Please contact us for any sensor replacement questions at email@example.com
Refunds on sensor purchased but not sent
If we have not dispatched your sensor, you may request a full refund of the sensor portion of your fee.Upon confirmation by the Vively team, you’ll be refunded the sensor portion via your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org
Refunds on sent sensors
We unfortunately cannot refund a sensor that has been taken out of the box, worn or removed. We also do not accept returns of sensors once they are sent.
Refunds on the app
Unfortunately we do not offer refunds for the app-portion of your payment.As stated above, we can offer refunds for your sensor if you let us know prior to sensor fulfilment.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards or on sent sensors.