Return Merchandise Authorization Procedure

If a device is malfunctioning, please follow the following steps to help troubleshoot the issue or to help facilitate a replacement:

1. Contact customer support by calling 818-600-7161 or by emailing support@prevounce.com
2. Take note of any error code the device is producing and be prepared with the model number or type of device.
3. A customer support agent will walk you through any troubleshooting procedures and check the database to confirm that things are configured correctly.
4. If no solution is found the agent will send you a link to the RMA form. 
5. Once the form is complete a new device will be sent out to the patient and the customer service agent will follow up with tracking. 
6. The new device will be sent with a return label. Please instruct the patient that the old device must be sent back within 30 days with the return label provided. If we have not received the device back within 30 days, you will be charge the cost of the new device plus shipping cost.