20-Day Money-Back Guarantee

Personal Response Corporation (PRC) proudly stands behind our premier Emergency Alert & Response System (EARS™) by offering you an unconditional guarantee and a 20-day risk-free trial. We are committed to our customers' total satisfaction. If you are not 100% satisfied with your EARS™ system, or the monitoring of the system, within 20 days of the order PRC will promptly credit your account for the order once the products are returned to PRC. All original packaging, instructions, warranty cards, and product parts must be included. You must call or e-mail our Customer Service Center expressing a desire to return the order for a full refund. The return package must be postmarked within 20 days of receiving the order.

Purchase Policy

You can either rent or buy your Emergency Alert & Response System (EARS™). Monitoring service is a mandatory part of your rental or purchase. For rentals, you can buy monitoring for 1-month, 3-month, and 12-month periods. For purchases, you can buy monitoring for a 12-month period.

We accept credit cards, electronic fund transfers, and checks. Bank checks must clear before an order is shipped and monitoring service is activated. All monitoring contracts will automatically renew for the same terms unless you change or cancel your contract by notifying us according to the process described below.

Florida customers will be charged sales tax on equipment purchases.

Return and Cancellation Policy

The customer is responsible for all return shipping costs. If the customer chooses to return products, the items should be insured with the carrier for $400 (retail value). All shipping costs are non-refundable. (We cannot refund on items lost or damaged by the carrier who is responsible for returning the items to us – that is, if you return an item to PRC and PRC never receives it, PRC cannot provide a refund. Please insure all returns for your safety.) PRC reserves the right to charge a replacement fee if the order is returned without the original packaging, warranty card, and instructions, or is missing any parts. Please call PRC for a Return Merchandise Authorization (RMA) number at 1.866.998.6824. Modification of any item voids this guarantee. After the 20-day risk-free trial period, no refunds will be offered. However, you may cancel your service at any time thereafter by obtaining an RMA and returning your EARS equipment.

You may cancel and get a refund for your EARS™ order and monitoring agreement at any time for any reason.

For Rental Customers
Rental customers must obtain a Return Merchandise Authorization (RMA) number by calling PRC Customer Service at 1.866.998.6824 during business hours (Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time) to cancel your service. Orders sent to PRC without an RMA will be returned to sender. The RMA number must be written prominently on the outside of the return shipment packaging. Failure to follow these instructions and any additional verbal directions issued by PRC Customer Service will result in the rejection of the shipment by PRC and return of the order to you.

If you cancel before the plan term is completed, you will receive a refund for unused prepaid months after a surcharge is applied. The surcharge is based on the difference in price between the plan you bought and our 1-month plan ($29.95 per month). That difference is then multiplied by the number of months used and is deducted from your refund (see examples below). You may change your plan without cancelling at any time by calling Customer Service at 1.866.998.6824.

Rental Return / Cancellation Example
For an EARS™ Freedom 12-Month Plan returned after 3 months of use:
$19.95 x 9 months = $179.55 unused prepaid service
($29.95 – $19.95) x 3 months = $30.00 surcharge
$179.55 – $30.00 surcharge = $149.95 refund

For Purchase Customers
Purchase customers must notify PRC in writing of their desire to terminate their monitoring contract and must disconnect their EARS equipment. If you cancel before the plan term is complete you will receive a refund for unused prepaid months of monitoring service. There is no surcharge adjustment. You may change your plan without cancelling any time by calling Customer Service at 1.866.998.6824.

Monitoring Cancellation Example
For an EARS™ Independence 12-Month Plan cancelled after 3 months of use:
$13.33 x 9 months = $119.97 unused prepaid service
$119.97 refund

PRC will offer to buy back your EARS™ monitoring unit. Prices will vary depending on the age and condition of the equipment. Please call PRC Customer Service for details.

Personal Response Corporation Customer Service Department
Toll-free 1.866.998.6824 (1.866.99.TOUCH)
E-mail info@myears.com
Corporate Headquarters:
9155 South Dadeland Blvd. #1008, Miami, FL 33156
Business hours: Monday – Friday, 8:00 a.m. – 5:00 p.m. Eastern Time

Other Terms
Rental customer accounts will continue to be charged until all items are received by PRC.
Purchase customers will continue to be charged until written notice is received by PRC.

Warranty and Replacement Policy

Your Emergency Alert & Response System (EARS™) is manufactured to high and exacting specifications and is designed to provide security and peace of mind for many years.

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

In order to obtain service under the warranty, the rental customer must notify PRC of any defects. Upon the return to PRC of any product for repair or replacement, renter shall obtain a Return Merchandise Authorization (RMA) number from PRC. PRC shall pay all shipping charges for products returned to PRC for warranty service and all shipping charges for the replacement product to the renter.

Purchases
PRC 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, PRC 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 PRC is not covered by the warranty. PRC 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 notify PRC of any defects before the expiration of the warranty period. Upon the return to PRC of any product for repair or replacement, the purchaser shall obtain a Return Merchandise Authorization (RMA) number from PRC and prepay any shipping charges for products returned to PRC for warranty service. PRC shall pay for return of the product to the purchaser. In the event the product is inoperable upon arrival, PRC shall pay any shipping charges for products returned to PRC for warranty service and PRC shall pay for return of the product to the purchaser.

The remedies provided herein are the purchaser's sole and exclusive remedies. PRC 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 PRC or any other person is authorized to modify this warranty in any respect.

Personal Help Buttons (Pendants)
PRC warrants the pendant for a period of one year. The product warranty can be determined by the serial number located on the label on the back of the pendant. Pendants with missing labels will not be replaced under the warranty.

In order to obtain service under the warranty, the purchaser must notify PRC of any defects before the expiration of the warranty period. Upon the return of any pendant for repair or replacement, the purchaser shall obtain a Return Merchandise Authorization (RMA) number from PRC and prepay any shipping charges for products returned to PRC for warranty service, and PRC shall pay for return of the product to the purchaser.

Damaged on Arrival
In the unlikely event that your order is damaged during shipping, all claims for damage and shipping will be filed with the carrier by PRC. If the order arrives damaged, the buyer MUST notify PRC within 24 hours of the time of delivery, not within 24 hours of personally discovering the damage. If the customer notifies us within 24 hours, PRC 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 the customer does not notify us within 24 hours, the customer remains liable for all shipping costs associated with replacing, as well as returning, the damaged item.

PRC must file a claim directly with the carrier within 5 days of the delivery date, so it is imperative that you immediately notify us of any damage during transit. We typically ask the customer to hold on to the damaged item and original packaging for up to 10 business days. If the customer does not retain all original packaging materials (that is, box, peanuts, bubble wrap, etc.) and the carrier rejects the claim, PRC cannot replace the merchandise. Please help us in filing a claim on your behalf by retaining ALL materials as the carrier claims investigation requests.