Return Policy

How Do I Return My Medical Alert System?

SecurMEDIC’s main focus is senior safety. We believe that we provide one of the best emergency alert systems for seniors and disabled people. We take pride in our service and want to ensure that all our customers are happy. If for any reason you would like to return the system, we make sure that this process is hassle-free when you first got your system. We aim to ensure that your cancellation request and any refunds due are completed in a timely fashion. Just follow these steps to return your personal alarm for seniors.

Here is our process to return your medical alert system to us - its quick and easy.

  1. First, click here to send us an email to our Customer Care Team. Please include the account number that what given to you upon signup. Or, you can call us at 1-888-990-9963.
  2. Tell us the reason for returning the unit, and if you are canceling your service.
  3. 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. At that time we will also issue a credit for any pre-paid amounts (see full policy below to see how we calculate any refund due back to you).

Here is what you need to return:

  • Your SmartSAFE™ equipment as well as all accessories (this includes : power cord and power supply, pendant, manual, extra bracelet where applicable).
  • The product must be returned in the original box ( a $75 fee will be charged if the equipment is not returned in the original packaging).
  • The customer assumes the return shipping costs.


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

Refund eligibility after the equipment is received:

  • If the equipment is returned within a period not exceeding 10 days, the service fees prepaid during account activation will be refunded in full.
  • If the equipment is returned after more than 10 days, the service fees will not be refunded.
  • In all cases, the activation fee is non-refundable.
  • If the equipment is not returned in its original box, a $75 fee will be charged.
  • The $0 equipment remains the property of SecurMEDIC™ and must be returned according to the above procedure.
  • An administrative fee of $50 will be charged for processing a return.
  • The customer is responsible for the return shipping costs.

Refund eligibility if customer cancels before unit has shipped:

  • Full refund of service fees and amount paid for equipment.

Refund eligibility if customer refuses package at time of delivery

  • Full refund of the service fees and the amount paid for the equipment, minus the freight charges incurred by SecurMEDIC™, plus a charge for missing or damaged items, and a $50 administrative fee.

Charges related to missing or damaged equipment due to user negligence:

  1. This fee also applies to water damage (in case of the SmartSAFE PRO™) or other damage caused by negligence or misuse.
    • Within the first 12 month: a fee representing the initial value of the equipment will be charged (i.e. $358.88 for the SmartSAFE PLUS™, $499.99 for the SmartSAFE PRO™ and $565 for the SmartSAFE S™).
    • Between the 12th an 24th month: a fee representing 50% of the initial value of the equipment will be charged.
  2. The customer is responsible for the return shipping costs.

How will you receive your refund:

  • All refund will be issued within 30 days of receipt and testing of the returned equipment by our technicians.
  • The refund will be issued to the credit card on file. If there is no valid credit card on file, a check will be issued.
  • Any payment due to SecurMEDIC ™ will be charged to the credit card on file.