Lively Refund & Cancellation Policy: What You Must Know

Lively is well known for providing simple and reliable phones and health devices, especially designed for older adults and caregivers. But there may come a time when you need to cancel your Lively service, return a device, or request a refund. Knowing how the process works in advance will save you time, reduce stress, and make sure you don’t miss out on any refund you might be entitled to.

The Lively cancellation and refund policy is not complicated, but it does have specific rules regarding time limits, device condition, and service usage. This guide explains every detail of the process—from how long you have to cancel, to what happens if you exceed usage limits, to how you can keep your phone number even after canceling your plan.

What Is The Refund And Cancellation Policy For Lively?

Lively offers a 30-day return policy for all phones, as long as you haven’t used more than 30 minutes of talk time. To return your phone, contact Lively Customer Service to cancel your account and get a return authorization number. Phones must be returned in “like-new” condition, in the original box with all components, and shipping costs are non-refundable. A $10 restocking fee applies. Refunds, if approved, are processed in the same method of payment within 21 business days.

For service plans, you can change or cancel your plan anytime by calling Lively’s U.S.-based Customer Care team at 800-733-6632. If you purchased on Lively, you can also cancel online through your account dashboard. Please note that activation fees are non-refundable in certain cases, and usage limits for talk, data, and texts may affect your refund amount.

How To Cancel Your Lively Service?

The fastest and most reliable way to cancel is by calling Lively Customer Service. Their U.S.-based representatives are trained to handle cancellations smoothly and can also answer billing or service questions.

• Phone number: 800-733-6632
• Hours: Monday to Friday, 7 a.m.–10 p.m. ET and Saturday–Sunday, 9 a.m.–6 p.m. ET

When you call, a representative will:

1. Verify your account.
2. Confirm your cancellation request.
3. Issue a return authorization number if you are also sending back your device.

Can You Cancel Lively Service Online?

Yes, if you purchased your phone or service on Lively.com, you have the option to cancel online. Here’s how it works:

1. Sign in to your account at Lively.com.
2. Go to your dashboard.
3. Click on the cancellation form link.
4. Submit the form with your account details.

While convenient, the online option is best for customers who don’t need to transfer their number. If you’re switching carriers and keeping your number, calling Customer Care is still the safest choice.

How Long Does It Take To Get Refund From Lively?

To cancel your Lively service, contact Customer Care at 800-733-6632 or, if you purchased online, use the cancellation form in your account dashboard. Once your cancellation is processed, any applicable refunds for service charges will be issued to your original payment method. In most cases, refunds are processed within 21 business days.

It’s important to note:

• Activation fees may be non-refundable in certain cases.
• If you’ve used more minutes, data, or texts than allowed within your plan, Lively may deduct usage charges from your refund.
• Any shipping charges for returned devices are non-refundable.
• A $10 restocking fee applies for returned devices.

Can You Cancel Without Returning The Device?

Yes, it’s possible to cancel your service but keep the phone. If you choose this route:

• You will not get a refund for the device.
• You can still request that your number be transferred to another carrier.
• Service will stop at the end of your current billing cycle or once cancellation is processed.

This option works best for customers who want to own the phone outright but no longer wish to use Lively’s service.

Returning A Lively Device After Cancellation

If you want a refund for your phone as well as your service, you must return the device. Follow these steps:

1. Call Customer Care at 800-733-6632 to cancel your service and request a return authorization number.
2. Pack the phone securely in its original box with all accessories, chargers, and manuals.
3. Ship the device back at your own expense. Lively does not cover return shipping costs.

If you purchased your phone from a retail store, you must return it directly to that store. Retail returns are subject to that store’s policies and may not follow the exact same rules as Lively.com purchases.

What Happens If You Exceed Usage Limits Before Cancelling?

Lively places clear limits on how much you can use your phone during the 30-day trial period if you want a refund:

• Talk minutes: Up to 30 minutes. If you exceed this but stay within your plan, Lively will deduct either your monthly plan cost or $0.35 per extra minute (whichever is less). If you exceed both 30 minutes and your plan allowance, you’ll be charged your full plan plus $0.35 per extra minute.
• Data: Up to 50MB. If you exceed this, Lively will keep your monthly data plan fee, and if you go over your plan, you’ll be charged an additional $0.10 per MB.
• Texts: Up to 50 texts. If you exceed this, Lively will deduct either your monthly texting plan fee or $0.10 per extra text (whichever is less). If you exceed your plan allowance, you’ll be charged the full plan plus $0.10 per extra text.

These limits ensure that customers don’t fully use the service before deciding to return the device.

Can You Cancel Without Proof Of Purchase?

If you purchased online, your account information is tied to the order, so you don’t need to present a physical receipt. If you purchased from a retail store, however, a receipt is almost always required.

Can You Cancel And Return A Device Without The Original Packaging?

No. To qualify for a refund, the phone must be returned in the original box with all included accessories. If the box or items are missing, the refund request will likely be denied.

Can I Return Or Cancel A Gift Device?

Yes, but the refund will always be sent to the original purchaser’s payment method. Gift recipients cannot receive refunds directly. The person who purchased the phone must contact Lively Customer Service to initiate the cancellation or return.

How To Contact Lively For Cancellations Or Refunds?

• Phone: 800-733-6632
• Hours: Weekdays 7 a.m.–10 p.m. ET, Weekends 9 a.m.–6 p.m. ET
• Online: Log in at Lively.com and use the cancellation form (only for orders made online).

Conclusion

Canceling your Lively service is straightforward when you follow the proper steps. Customers can cancel at any time, and if you’re returning a device, it must be in “like-new” condition and within usage limits. Returns include a $10 restocking fee, and shipping costs are non-refundable. Refunds are typically processed within 21 business days after approval.

If you want to keep your number or need assistance with billing, calling Lively’s Customer Care is the easiest option. For online purchases, you can also cancel directly through your account dashboard. Whether you’re canceling service only or returning a device, Lively makes the process simple and keeps you in control of your plan.