This return policy applies to all orders including INTERNET, PHONE, FAX and IN-STORE purchases.
Please note that we do not accept any returns on air conditioners, special order merchandise, cleaning solutions and accessories.
evVive maintains a comprehensive returns policy to ensure customer satisfaction. We accept returns within 15 days from date of purchase on most products.
If you need to return your product, please contact customer support (support@evVive.com / 877-679-2686) to request an RMA (return merchandise authorization) number. Please remember that all returned items must be in their ORIGINAL SEALED BOX and include packing material, manuals, unfilled warranty cards and all accessories. Any product that has been installed or that customers have attempted to install cannot be returned. All returns received in good condition (box intact, all accessories included, upc and warranty cards untouched) for credit are subject to a minimum 20% restocking fee plus shipping and delivery charges (based on shippers’ invoice for each direction). Opened items or damaged factory sealed manufacturer boxes may incur additional charges. In case of damage or a defect, customer service will likely ask that you provide picture of the area of defect and the serial number of the unit to verify against our records. Please note that an RMA number does not guarantee final disposition. All returns are subject to inspection.
Many returns can be avoided!
Most returns can be avoided before a purchase is made. Please take advantage of our comprehensive website and read our pre-purchasing tips section. We also recommend that you check specifications and installation guides on the manufacturers’ site for more information. Please call us if you need additional help with your research.
evVive is an authorized dealer for the manufacturers that we represent. If you received a defective unit please keep in mind that most manufacturers will require a service call to diagnose the problem before an RMA is issued. All defective appliances and televisions will be serviced by the manufacturer under manufacturer warranty before an RMA is issued. When a product needs to be returned, please contact us to receive an RMA number. All merchandise defects will be verified by our returns department prior to shipment of the replacement. If a replacement is not available we will credit you for the original price paid for the product. If your product is missing parts please contact the manufacturer first to receive your full manifest. Contact information for the manufacturer is included in the product literature. Most appliance and outdoor grill manufacturers have modular parts that can be replaced as a whole. This shields customers from extended wait times and shipping logistics complexities. (For example, a dented refrigerator door can be replaced easily by the manufacturer.)
If you are unable to resolve an issue with a defective item with the manufacturer, please provide us with your manufacturer case number and we will gladly investigate the circumstances. If you are still within our return window and the manufacturer is unwiling to assist you, we may upon investigation, be able to send you a replacement item. If you are unwilling to accept a replacement or unwilling to work with the manufacturer your refund will be subject to our standard return policy.
We insure all of our shipments 100% and use only respected carriers such as FedEx, UPS etc. It is important that you inspect each delivery before accepting your merchandise. If you notice your product is damaged, refuse the package and note the damage on the Bill of Lading. Please contact our customer service department within 24 hours. Concealed damages that are noticed after boxes are opened must be reported within 24 hours of delivery. If you would like to report damages after 24 hours of delivery, you will be responsible for filing all claims with the shipper. If your item was shipped via UPS, call UPS at 800-pick-ups with your tracking number to report a damaged item and then please contact us to report the damage.
evVive reserves the right to replace any damaged merchandise with a new product. If the item has been discontinued evVive will offer to upgrade to a newer model or arrange for the retreival of the damaged merchandise and offer a refund. If you are unwilling to accept a replacement your refund will be subject to our standard return policy.
Refusing a Package
If you refuse your shipment for any reason other than damage to the package you will be subject to our standard return policy. Please note that all refunds are dependent on the undamaged state of the product when we receive it.
Please measure your entrance pathway to your home/desired room carefully because shipping companies charge an extra fee for removing the item from its box, or for removing parts of the unit (i.e. doors on a refrigerator) to fit the unit inside your home. In such cases we pass the cost of final delivery to the customer. If an item does not fit through the pathway to the desired location and the item needs to be sent back please see the section for "refusing a package".
Order Change / Cancellation
You may request an order change or cancellation by phone as long as it has not been processed for shipping. There may be a 6.5% fee assessed on cancellations initiated by the customer if your credit card has been already been processed. Once your order has shipped you will need to refer to our Return Policy to request an RMA number.
Shipping address changes
Once an order has passed our verification process, the shipping address cannot be changed if it is different than the billing address. You may cancel the existing order provided that it hasn't been processed for shipping (please refer to our order processing section) and place a new order with a different shipping destination.
Special Delivery Requests
To request a Special Delivery time window, please inquire with the delivery scheduling agent when they contact you to arrange a delivery appointment. If a special delivery is performed upon your request, you will be billed through evVive.com based on the following rates. Please keep in mind we may not be able to perform special delivery in all zip codes due to local restrictions.
- Saturday Delivery - $75 or 10 cents a pound whichever is greater
- Sunday or Holiday - $125 or 15 cents a pound whichever is greater
How to Return Merchandise
Once you have received the RMA number, please pack the product for long distance shipping. We require that you overbox items as the packaging we used originally is probably worn after initial shipment. All returned merchandise must be in its original condition, and must include the original factory box (UPC bar codes and serial numbers must be intact) and factory packaging (e.g. foam, plastic, wrappings, etc.), peripherals (e.g. battery, charger, cords, straps, etc.), included warranty cards (without markings), and all instruction booklets and paperwork. The RMA number or any other inscriptions (including duct tape, colored tape, USPS tape) must not be written or printed on the product box or packaging. RMA number should be on the shipping label itself for our warehouse to correctly categorize the item.
Our return address for approved returns is:
evVive.com ()Bonhomie Productions LLC.)
1121 Bristol Road
Mountainside, NJ 07092
You may use the following shippers for return:
- FedEx: (800) 463-3339
- UPS: (800) 742-5877
Returned merchandise that is lost or damaged during transit is solely the customer's responsibility. It is important save the tracking information and to properly insure all merchandise being returned to evVive.com.
Items That Cannot Be Returned
All liquid products and water filter sales are final and items cannot be returned. We do not accept returns on air conditioners, special orders or accessories. Shipping and handling charges to and from our warehouse are not refundable for returned items.