Connected Living Customer Purchase Policies
We are committed to working with you to resolve any issues or circumstances that may arise related to the product. Please refer to the list below for details on rules and responsibilities related to returns, exchanges, refunds and cancellation policies.
If you have any questions, contact our customer support team at connectedliving@ochsner.org.
Returns
We offer an extended return policy on all equipment. Read through the questions below for details on what can be returned and how to secure a refund.
What is eligible for return?
- Equipment that is not working properly and could not be fixed after contacting technical support. This does not include equipment that was damaged while in possession of the user. There are exceptions to this, but it will be assessed on a case-by-case basis.
- Equipment in working condition that is no longer needed due to cancellation of the service.
How do I return my equipment?
- To initiate a return, you must contact the customer support team via email (connectedliving@ochsner.org) or using available contact options in the app. Provide the team with the specific equipment you would like to return, reason for the return, the home address where the equipment is located, and the primary user’s name. A customer support team member will get in touch with additional questions if needed.
- Once the request is received, our team will send a pre-labeled shipping box to the home address you have submitted. You will package up the equipment and send it back to us in this box. We will cover the cost of shipping.
- Once we receive the equipment and can make an assessment, we will process a refund accordingly.
How do I get a refund?
- We only process refunds on equipment and will not refund subscription costs.
- To receive a refund on equipment our team must receive the equipment within 60 days of the return request. Equipment should be sent using the pre-labeled shipping box provided.
- Refunds are made to the original payment method used at purchased and could take up to 10 business days to process. Our team will send a notification once the refund is processed.
Exchanges
We will also exchange equipment for new items due to technical or functionality issues that cannot be handled through technical support.
How do I exchange my equipment?
- If you would like to exchange equipment for a new item due to technical or functionality issues, contact the customer support team via email (connectedliving@ochsner.org) or using available contact options in the app.
- Provide the team with the specific equipment you would like to exchange, reason for the exchange, the home address where the equipment is located, and the primary user’s name. A customer support team member will get in touch with additional questions if needed.
- Our team will send out a new piece of equipment as well as a pre-labeled shipping box for you to send back the equipment being exchanged.
How do I send back my equipment?
- Once the request is received, our team will send a pre-labeled shipping box to the home address you have submitted. You will package up the equipment and send it back to us in this box. We will cover the cost of shipping.
Cancellations
You can cancel your subscription at any time and for any reason. Read through the below details to understand the process and refund policy.
How do I cancel my subscription?
- To cancel your subscription service once the app is already installed, you need to contact our customer support team by emailing connectedliving@ochsner.org or using available contact options in the app.
- Provide the team with the reason for cancellation, the home address where the equipment is located, and the primary user’s name. A customer support team member will get in touch with additional questions if needed.
- Once the cancellation request is processed, we will no longer collect data and discontinue any subscription payments.
When do I need to cancel?
- To avoid the next subscription fee, you will need to contact the team in advance of your subscription renewal date to cancel the next payment.
Will I get a refund?
- You could be eligible to receive a refund on any equipment returned to Ochsner. See the “Returns” section for more details.
- We do not refund subscription payments or prorate the subscription. Ensure you cancel prior to your subscription renewal date to ensure you are not charged the next subscription fee.
Refunds
What is eligible for refunds?
- We issue refunds on equipment only. We do not refund subscription payments.
- You are eligible for a refund if you meet our returns policy and the equipment is received within 60 days of cancellation.
- Once we receive the equipment we will issue a full refund to the payment method used for the original purchase.
What is not eligible for refunds?
- We do not refund subscription payments. Please see our cancellation policy for details on how to stop subscription payments.
When will I receive my refund?
- Refunds are initiated by our customer support team and processed through our third-party payment vendor. Please allow 10 business days for the transaction to be processed.
- Refunds are made to the original payment method used at purchased. Our team will send a notification once the refund is processed.
Please note, we reserve the right to make changes to or update these policies at any time and without prior notification. For all inquiries, please contact our customer support team by emailing connectedliving@ochsner.org.