How do I return an item?

Return Policy

The Alzheimer's Store
is a dedicated philanthropic commerce web site. 

We donate opened products and we suggest that all of our customers donate opened, used or unwanted products to someone in need!

If you find that you need to return an item for replacement or refund, please review the complete details of our Return Policy below to determine if any special return conditions apply....PLEASE BE CERTAIN OF YOUR ORDER BEFORE ORDERING.

ALL PRODUCTS MUST BE ISSUED A RETURN AUTHORIZATION (RA) NUMBER BEFORE THEY CAN BE SENT BACK. Please click the link ABOVE to fill out a RA Form to request a refund or replacement. We will verify your order's return eligibility and issue a RA number if appropriate.

Most items may be returned within thirty (30) days of receipt. They must be returned at the customer's expense in their original packaging and meet the following conditions:

  • Product must be in new condition
  • Product must be returned in its original packaging and must be unused
  • A Return Authorization (RA) by email must be requested from within thirty (30) days of receipt
  • Once an RA has been issued, products must be returned within fourteen (14) days
  • Products that are defective must be returned within ten (10) business days with a Return Authorization and the product will be replaced. Please test all products upon receipt.
  • If your order is eligible for a refund, and products are verified to be in new, unused condition, with all product wrappings and items included, we will issue a refund minus a 25% restocking fee. If a package is returned damaged or opened, a restocking fee of 50% will apply. All original shipping and handling charges are non-refundable. Large/heavy or Canadian orders that were purchased with 'Free Shipping' may have the original shipping expense deducted from your refund. 

  • * Please note that no return will be acted on without a Return Authorization number clearly displayed on the return form as well as the reason for the return and order number. 

    Fall Prevention Products
    Most of our Fall Prevention products can be replaced in the first (30) days if they malfunction.
    Sensor Pads and Floor Mats cannot be folded or tightly rolled. They can be loosely rolled with supportive packaging (such as air pillows or packing peanuts) placed in the center void. If we receive a return with a folded or creased sensor pad or floor mat, that item may not be returnable.

    Bathroom, Bathing, Dining & Medication Related Products
    Bathroom, Bathing, Dining and certain Medication related products such as pill dispensers are non-returnable due to hygienic reasons. If you are unsure whether one of these products is going to meet your needs, please email: with questions before ordering.

    Incontinence Products
    Our Incontinence Products are non-returnable due to hygienic reasons. If you are unsure whether one of these products is going to meet your needs, please email: with questions before ordering.

    Books, DVDs, CDs, Digital Music, Blankets, Plush Items, Muffs, Activity Pillows, and Activity Aprons
    Please note all books, dvds, cds, muffs, blankets, plush items, activity pillows and aprons OR ANY PRODUCT THAT HAS A FABRIC are final sale and not eligible for refunds.
    If you are unsure whether one of these products is going to meet your needs, please email: with questions before ordering

    Clothing: Clothing of any type are not returnable for hygienic reasons.

    Bundle Packages: Item numbers that begin with a 'P' are our bundle packages. They are not returnable, however, individual items within the package will be replaced if defective as per the return policy.

    Service Plans & Memberships: Pre-paid plans, memberships, annual contracts, monitoring plans or activation fees cannot be pro-rated or refunded once they begin.

    GPS & Mobile Products: Our GPS Watches/Mobile Device Products have a strict return policy due to the costs associated with set-up and activation. Activation and technical support for GPS/Mobile Products will be provided by the manufacturer and instructions will be included with your order. GPS Watches and Mobile Device Products will only be accepted if they contain all original packaging and paperwork. They must be in perfect condition and show no signs of wear. No refunds will be given for damaged devices or packaging and all returns will be inspected by the manufacturer for eligibility. 

    All GPS and Mobile/Cell devices are subject to the signal strength and consistency of the signal in the area of use. Poor signal strength is not considered a defect and a reason to replace the device. 


    All Other Product Categories
    You must email: to verify the return period allowed on your product and then arrangements can be made to return the product for a refund. Products must be unused and in new condition with all accessory items and product packaging. Please email: to clarify a product's specific return policy before ordering or returning.

    Please email: if you are in any way unclear as to the Return Policy on any particular product.

    Each manufacturer has different warranty policies. If an item description does not state its warranty information, please email: to clarify warranty coverage and implementation. If you have purchased a product and are having difficulties with it, please email: for warranty assistance. All defective items must be returned within the first ten (10) days of purchase, so please be sure to test all products purchased upon receipt. If more than (10) days have passed, any warranty or extended warranty claims should be handled directly with the manufacturer. Data coverage and signal strength issues for GPS devices is NOT a product defect. Please check that these items will work in your area BEFORE activation!

    * Items will not be exchanged unless they are defective. If you want to cancel items that have not yet shipped, call us immediately at 1-800-752-3238.

    ** EXCLUDING CANADA International shipments due to the cost of shipping are FINAL SALE. Claims of defective items from Canada require the item to be shipped back to the US at the Customer's expense.

    Please note that our products are not a substitute for full time supervision and monitoring of your loved one or patient, but are designed to augment the personal supervision of a caregiver.

      CHANGE OF ADDRESS: If you need to change the address of delivery after the product has been shipped or if an incorrect address was entered and the package was returned to us, a $19.00 change of address fee will be charged to your credit card on file.