Return Policy
Altivera Medical, Inc.
Altivera Medical, Inc.
Last revised: 2025
Overview
At Altivera Medical, our priority is providing safe, effective, and high-quality medical devices for your treatment. This policy details when a device may be returned and the options available to you if there is an issue with your equipment.
How to Get Help
To initiate a return of your Altivera Medical product, please contact us to coordinate the process and review options available to you. Our team will review your account and guide you through the next steps. Returns sent without prior approval will not be accepted.
1. Device Returns
Altivera only accepts returns on the following electrical stimulation devices:
- NexWave
- M-Wave
- TENSWave
- InWave
Additional Information
Please see "Returns, Refunds & Applicable Fees" below for additional information on returns and refund eligibility for these devices and other Altivera devices. Any device may be returned when Altivera determines that the device is defective and qualifies for a replacement under our Quality Assurance (QA) process. Please see "Warranty & Replacement Information" below.
Supplies (Electrodes, Batteries, Lead Wires, Adapters, and Accessories)
- For health and safety reasons, supplies are non-returnable and non-refundable.
- While we do not accept returns for supplies, if you have received supplies that are damaged, Altivera may provide replacement supplies at no cost to you, in accordance with Altivera policies and procedure.
2. Return Shipping Options
Devices must be returned directly to the Altivera Warehouse. Devices sent to clinics, physicians, or sales representatives will not be considered received until they arrive at the Altivera Warehouse.
Shipping Details
Altivera may provide you with a return label, or you may ship the device back at your own expense using a carrier of your choice. Please retain tracking information for your records, as we may require that information.
Return Address
All returns should be shipped to: 14800 Grasslands Drive, Englewood, CO 80112. Returned devices must be received in reasonable condition, as determined by Altivera.
3. Returns, Refunds & Applicable Fees
Return terms vary depending on how your order was processed.
Retail (Self-Pay) Transactions
For products purchased from Altivera at retail pricing:
- The product must be shipped back to the Altivera Warehouse facility, as confirmed by valid carrier tracking documentation, within 30 days from the date of original shipment to be eligible for a refund of amounts paid.
- Patients are responsible for return shipping costs to the Altivera Warehouse facility.
- A 10% restocking fee will be applied.
- Refunds will be issued to the original method of payment after the item is received and inspected.
- The restocking fee will be deducted from the total refund amount.
Insurance-Billed Transactions
For products billed through insurance:
- No restocking fee applies.
- Patients are not charged a return shipping fee when using a company-issued return label.
- Patients remain responsible for any applicable deductible, copay, or coinsurance amounts processed by their insurance.
- Returning an item does not eliminate financial responsibility for insurance-processed claims.
4. Warranty & Replacement Information
If you believe your device is defective, not functioning properly or you have questions about your warranty, we're happy to help. Our team can first troubleshoot the issue with you over the phone to determine whether the device may qualify for an exchange under the device warranty.
Warranty Coverage
The following Altivera-manufactured devices carry a 5-year warranty from the date of shipment:
- NexWave
- M-Wave
- TENSWave
- InWave
Other Devices
Other devices are subject to the warranty provided by the original manufacturer. Please refer to the warranty information included with your device or contact Altivera Patient Services for assistance.
Warranty Exchange Process
When a warranty exchange is approved, Altivera will provide you with a pre-paid return label at no cost to facilitate the retrieval of your defective unit. A replacement device will be shipped within 3-5 business days following receipt of the defective device so you can continue treatment with minimal interruptions.
Important Notice
In scenarios when a replacement device is sent and the original device is not returned to us within 30 days, you may be responsible for the full retail cost of the unreturned device. If you believe your device presents a safety concern, please contact Altivera Patient Services immediately so we can assist you.