Game Change Guarantee
game chang·er
noun: an event, idea, or procedure that effects a significant shift in the current manner of doing or thinking about something. (Oxford Languages)
We believe our products will change your life.
It’s a bold claim — and it’s why we do what we do. The purpose of assistive technology is to make the tasks of daily living easier and more enjoyable, plain and simple.
That said, as with any new technology, it is important to take time to get to know your device. We often find that it takes at least a week for customers to get acclimated to their new purchase, and to see a positive shift in daily routines.
To assist you in this process, we offer free product training and tech support on many of our products. And, if you find that your purchase is not the right fit, you can take advantage of our 30-day money back return policy (details below).
Training & Tech Support
Find out about our free training and tech support program.
Returns
Returns are easy. Learn more and follow our two-step guide.
Exchanges
We’ll help you exchange a product if you find it’s not the right fit.
Additional Details
Questions about our shipping and billing policies? Learn more here.
Learn More
Get answers about products, delivery, and warranties.
Contact Us
Additional questions? We’re here to help.
Free Product Training & Tech Support
Eligible devices include all Desktop Video Magnifiers, Portable Video Magnifiers, Wearable Devices, Other Text-to-Speech Devices (ClearReaders, OrCam Read), Software, and Mobile Devices.
Training and tech support may be done in-person or remotely, depending on your location and preference. To initiate a training or tech support request, please contact us by phone (800-407-6486) or email (info@lowvisionsource.com). Please include the product name, date of purchase (if known), and nature of your request.
Return Policy
If you find that your purchase does not meet your expectations, you may return the product(s) within 30 days of item receipt date. Exclusions apply. See details below.
Products must be returned in their original packaging, in the same condition they were received.
Our process is fast and simple. To return your order, please follow the instructions below.
30 Day Return Window: Desktop Video Magnifiers, Lighting Products, Optical Magnifiers, Portable Video Magnifiers, Product accessories, Text-to-Speech products (ClearReader+, OrCam Read Smart), and Wearables, except for the exclusions listed below
15 Day Return Window: Acuity 22 Speech, all CloverBook models and accessories, Clover 6 HD
Not Eligible for Returns: Computer Software, Gift Cards
Instructions
Step One
Please call (800) 407-6486 or email info@lowvisionsource.com to be issued a Return Merchandise Authorization (RMA) number prior to returning the product. The RMA number must be clearly marked on the outside of the box.
Step Two
Please ensure that the device is protected adequately in an external shipping box with proper inside padding.
All returns must be insured and proof of delivery obtained from the carrier of your choice, such as UPS or FedEx, and sent to:
AdaptiVision Returns
North Reading Storage Solutions
35 Main Street
Unit 2211
North Reading, MA 01864
Please note, return shipping costs are the responsibility of the customer and must be pre-paid. Unfortunately, we cannot accept C.O.D. deliveries.
Refunds
Most products are eligible for a full refund. Exclusions apply to the devices listed below (see “Return Fees”).
For a full refund, non-defective products must be in clean, restockable condition, in their original factory packaging together with every item that was received in the original shipment. Returned products must include, as applicable, all instructions, manuals, warranty cards, product inserts, and accessories (including batteries), received free of personal markings, and packed in a protective outer carton. All returns are inspected and if found to not be in resalable condition, a 15% restocking fee will be deducted from your credit amount. Shortages of products being returned when compared to the customer packing list shall be the responsibility of the customer.
Once your return is received and inspected, we will notify you by phone or email that we have received your returned item. We will also notify you of the approval or rejection and amount of your refund based on the above criteria.
If you are approved, then your refund will be processed, and a credit will be applied to your original payment method. It usually takes 5-10 days for a credit to appear on your credit card statement.
Please note, this return policy does not cover ordinary wear and tear or damage caused by improper use or accidents. Returning any products to AdaptiVision that are damaged may result in (a) you incurring additional costs or (b) the denial of your refund. You are responsible for the full cost of transportation and shipment of any returned products. In addition, you bear the risk of loss or damage during shipment (other than when returning non-conforming goods) and as such, you are advised to obtain appropriate insurance from your preferred carrier.
Return Fees
Some devices will automatically incur a return fee.
eSight Go – $200 Restocking Fee
Eyedaptic EYE3/EYE5 – $199 Restocking Fee
Maggie iVR – $150 Restocking Fee
OrCam (all wearables and handheld devices) – $100 Restocking Fee
Acesight VR – $100 Return Fee
Exchanges
Should you wish to return your purchase in exchange for another item in our shop of equal or greater value, please contact us within 30 days of delivery and follow the same instructions listed above for returning your original purchase. To be eligible for exchange, products must be in resalable condition, as per the criteria described under “Refunds” above. Please note that computer software and gift cards are not eligible for return or exchange.
If the cost of the exchange exceeds the cost of the original purchase, we will review the total amount due and collect your payment information after receiving your exchange request. You will be charged the difference in cost after we receive and approve your return. Any and all shipping costs are non-refundable.
Additional Details
Shipping
We offer 100% free shipping on all domestic orders within the contiguous United States. Unfortunately, we are unable to ship internationally at this time.
AdaptiVision chooses the optimum carrier for each package. Our typical carriers include (but are not limited to) UPS, FedEx, and USPS.
AdaptiVision is not responsible for loss or damage during shipment. In the unlikely event your package is received damaged, please contact us immediately upon receipt. We will issue a replacement, provide you the information to contact your carrier, and process your return.
Please do NOT discard the packaging. An inspector from the carrier will likely investigate the claim before the return can be made.
Please notify AdaptiVision by phone (800-407-6486) or email (info@lowvisionsource.com) within 14 calendar days of delivery of any orders that were shipped incorrectly, and we will gladly assist.
Billing
All orders must be pre-paid via credit card, with the exception of Federal and State agencies, which may be billed. We accept the following electronic payment methods: Visa, Mastercard, American Express, Discover, Diners Club, JCB, PayPal, and Apple Pay. Payments must be made in US Dollars.
For Federal and State agencies, the billing terms are Net 30 days. Return check fee: $20.00.
Transactions on the site are protected with industry-standard Secure Sockets Layer (SSL) encryption, and no credit card information is stored on our site.
You may cancel your online order up to 24 hours after placing the order by emailing your cancellation request to info@lowvisionsource.com. If your payment has already been processed you will receive a full refund to your original payment method. If the payment has not yet been processed it will be fully cancelled, and no charges will be incurred by you. After 24 hours has passed, please wait to receive your delivery and follow the instructions above for returning your order.
Terms of Service
Additional information regarding your use of our website may be found in our Terms of Service.
Note: Our policies are subject to change without prior notice. Please check this page for updates.
Learn More
Consultations
Not sure which product is right for you? No problem. We offer complimentary, no-obligation low vision consultations, including remote consults. To learn more and request your free consultation, visit our product demonstration page.
Warranties
Many of our video magnifiers, wearable and other devices carry manufacturer warranties, ranging from 1-3 years. Please note that warranties vary by manufacturer. If you would like more details on a specific warranty, please contact us. Defective products will be replaced or repaired if they are under the manufacturer’s warranty.
Shipping
We offer 100% free shipping on all domestic orders. Average delivery time is 5 days from the date of order. For more details and delivery estimates, please see our shipping page. Should you require expedited shipping, please contact us for assistance.
Questions?
If you have additional questions or experience any other issues, please contact us.
Phone: (800) 407-6486
Email: info@lowvisionsource.com