How can I return my SecurMEDIC™ system?
SecurMEDIC™'s primary focus is ensuring the safety of its customers. We believe we provide one of the best medical alert systems for seniors and individuals experiencing a loss of independence in Canada. We take pride in our service and strive to satisfy all of our customers. Should you wish to return your medical alert system, we want to make the process as simple as possible for you. Our goal is to ensure everything is handled quickly and without surprises. Simply follow the steps below to return your equipment.
Our return process is quick and easy.
- First, click here to submit a request to our Customer Service department. Please provide the account number assigned to you when your account was opened. You may also call us at : 1-888-990-9963.
- Tell us why you wish to return the equipment and whether you would like to cancel the service.
- If you cancel the service, we will stop billing and monitoring your equipment as soon as it is received. At that time, you will receive a credit for amounts already collected (see the complete policy below and how refunds are calculated).
What you need to return:
- The SmartSAFE™ equipment along with all accessories included in the box (including the power cord and adapter, pendant, and user manual).
- Everything must be returned in the original box (a $75 fee will be charged for equipment not returned in its original packaging).
- The customer is responsible for return shipping costs.
SECURMEDIC™ - RETURN AND REFUND POLICY
Below is a list of the return scenarios we consider. Please contact us if you have any questions.
Refund after receipt of the equipment:
- For returns received more than 10 days after delivery of the equipment, the setup fee is non-refundable.
- For equipment subject only to a setup fee.
- If the equipment is returned within 10 days of delivery, monthly service fees will be refunded.
- If the equipment is returned more than 10 days after delivery, accrued service fees are non-refundable.
- Equipment subject only to a setup fee remains the property of SecurMEDIC™ and must be returned according to the procedure above.
- If the equipment is not returned in its original box, a $75 fee will be charged.
- A $50 administrative fee is charged for processing a return.
- The customer is responsible for return shipping costs.
- For purchased equipment.
- No returns or refunds will be accepted more than 10 days after delivery.
Refund if the customer cancels before the equipment is shipped:
- Full refund of service fees, setup fees, and the amount paid for the equipment (if applicable).
Refund if the customer refuses delivery of the equipment:
- Full refund of service fees and the amount paid for the equipment, less shipping costs incurred by SecurMEDIC™, plus charges for missing or damaged items and a $50 administrative fee.
Fees related to missing (not returned) equipment or equipment damaged due to user negligence:
- These fees also apply to water damage (in the case of the SmartSAFE PRO™) or any other damage caused by negligence or improper use.
- A fee equal to the original value of the equipment will be charged ($300 for the SmartSAFE PLUS™ and SmartSAFE Home™, $450 for the SmartSAFE PRO™, and $450 for the SmartSAFE S™).
- The customer is responsible for return shipping costs.
How you will receive your refund:
- Any refund will be issued within 30 days following receipt and testing of the returned equipment by our technicians.
- The refund will be issued to the credit card on file. If no valid credit card is on file, a cheque will be issued.
- Any amount owed to SecurMEDIC™ will be charged to the credit card on file or must be paid by cheque or Interac e-Transfer.