Replacement Policy

Acadian On Call medical alert systems are manufactured to high and exacting specifications and are designed to provide you security and peace of mind for many years.

Rentals/Lease:

Rented products monitored by the Acadian On Call Monitoring Center shall be covered with a limited lifetime warranty for the period in which they are monitored. Acadian On Call will replace any product which proves to be defective in a timely manner. Equipment which has been subject to abuse, misuse, alteration, unauthorized repair, or damage as a result of Acts of God beyond the control of Acadian On Call, is not covered by the warranty. Acadian On Call shall have the right of final determination of the existence and cause of defect.

In order to obtain service under the warranty, the renter must notify Acadian On Call of any defects. In order to return any equipment for repair or replacement, the renter shall first call the Customer Service Department at (877) 477-6507 during the following business hours, 8am-5pm CST Monday-Friday, to obtain detailed shipping instructions. Acadian On Call shall pay all shipping charges for products returned to Acadian On Call for warranty service and all shipping charges for the replacement product to the renter.

Purchases:

Acadian On Call warrants, for a period of one year from the date of shipment to the original customer, that the products it sells are free from defects in material and workmanship. During the warranty period, Acadian On Call will, at its option, either repair or replace products which prove to be defective. The repaired or replaced equipment is then warranted for 90 days or the balance of the initial warranty period, whichever is greater. The one year warranty excludes all batteries which are warranted for a period of 90 days only. Equipment which has been subject to abuse, misuse, alteration, unauthorized repair, or damage as a result of Acts of God beyond the control of Acadian On Call, is not covered by the warranty. Acadian On Call shall have the right of final determination of the existence and cause of defect.

Products monitored by the Acadian On Call monitoring center shall be covered with a limited lifetime warranty for the period in which they are monitored. The limited lifetime warranty excludes all batteries, which are warranted for a period of 90 days only. The limited lifetime warranty excludes all medical alert pendants which are warranted for a period of one year only. Warranty does not cover service or repair due to accident, abuse, neglect, vandalism, theft, loss, lightning damage, use contrary to specifications or instructions, Acts of God, or repair or modification by anyone other than seller. Acadian On Call shall have the right of final determination of the existence and cause of defect.

In order to obtain service under the warranty, the purchaser must first notify Acadian On Call of any defects before the expiration of the warranty period. To return any equipment for repair or replacement, the purchaser shall call the Customer Service Department at (877) 477-6507 during the following business hours, 8am-5pm CST Monday-Friday, to obtain detailed shipping instructions. The renter shall prepay any shipping charges for products returned to Acadian On Call for warranty service and Acadian On Call shall pay for return of the product to the purchaser. In the event that the product is inoperable upon arrival, Acadian On Call shall pay any shipping charges for products returned to Acadian On Call for warranty service and Acadian On Call shall pay for return of the product to the purchaser.

The remedies provided herein are the purchaser's sole and exclusive remedies. Acadian On Call shall not be liable for any direct, indirect, special, incidental, or consequential damages, and in no event will liability exceed the purchase price of the product. No agent, employee, or representative of Acadian On Call or any other person is authorized to modify this warranty in any respect.

Medical Alert Pendants:

Acadian On Call warrants the medical alert pendant for a period of one year. Product warranty can be determined by the serial number located on the label on the back of the medical alert pendant. Medical alert pendants with missing labels will not be replaced under the warranty.

In order to obtain service under the warranty, the purchaser must notify Acadian On Call of any defects before the expiration of the warranty period. Upon return of any medical alert pendant for repair or replacement, the purchaser shall call the Customer Service Department at (877) 477-6507 during the following business hours, 8am-5pm CST Monday-Friday, to obtain detailed shipping instructions. The renter shall prepay any shipping charges for products returned to Acadian On Call for warranty service, and pay for return of the product to the purchaser.

Damaged on Arrival:

In the unlikely event that your order is damaged during shipment, we will file the claim for damage and shipping with the carrier. If the order arrives damaged, the buyer MUST notify Acadian On Call within 24 hours of the time of delivery, not 24 hours of personally discovering the damage. If customer notifies us within 24 hours, Acadian On Call will cover the cost of shipping out the replacement, as well as cover the cost of the prepaid return label for the return of the damaged item. If customer does not notify us within 24 hours, customer remains liable for all shipping costs associated in replacing, as well as returning, the damaged item.

Acadian On Call must file a claim directly with the carrier within five days of the delivery date, so it is imperative that we are immediately notified of any damage during transit. We typically ask the customer to hold onto the damaged item and original packaging for up to 10 business days. If you do not retain all original packaging materials (i.e., box, peanuts, bubble wrap, etc.) and the carrier rejects the claim, Acadian On Call cannot replace your merchandise. Please help us in filing a claim on your behalf by retaining ALL materials per the carrier Claims Investigation requests.