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Sterling Adaptives maintains a limited return policy due to the specialized and personal nature of many assistive technology products.

Standard Return Window

Non-defective products may be considered for return within 7 calendar days of the original order date only if all of the following conditions are met:

Item is in new, unused, and unmodified condition

All original packaging, accessories, manuals, inserts, and protective materials are included

Product shows no signs of wear, setup, installation, activation, or use

Product has not been registered to an end user or linked to a personal account

Return has been pre-authorized by Sterling Adaptives

Returns received outside the 7-day window will not be accepted.

Non-Returnable Items

For health, hygiene, safety, and product integrity reasons, the following items are final sale and non-returnable once opened, worn, handled, or used, including but not limited to:

Smart glasses and wearable devices (including Meta glasses)

Headphones, earbuds, headsets, and microphones

Devices that come into direct skin contact

Personal accessibility devices

Items customized, configured, installed, or specially ordered for a client

Software, subscriptions, digital licenses, or activated products

Any product that has touched the face, eyes, ears, skin, or body may not be returned.

Return Authorization Required

Before returning any item, customers must contact Sterling Adaptives to request return approval and obtain return instructions.

Unauthorized returns will not be accepted.

Approved returns must:

Be shipped within the approved return window

Include all original packaging, accessories, manuals, inserts, cables, and protective materials

Be packaged securely to prevent shipping damage

We strongly recommend using a trackable and insured shipping method. Sterling Adaptives is not responsible for lost, delayed, or damaged return shipments.

Exchanges

If you wish to exchange an item, please contact Sterling Adaptives to place a new order. Approved returns and replacement purchases are handled as separate transactions.

Restocking & Inspection

Approved returns may be subject to:

Inspection upon receipt

Refusal if the item does not meet return conditions

Restocking fees

Deductions for missing components, damaged packaging, or signs of use

Customer is responsible for return shipping costs unless otherwise approved in writing.

Defective or Damaged Products

Nothing in this policy limits a customer’s rights regarding products that are defective, damaged, or nonconforming upon arrival. Such products will be handled in accordance with applicable manufacturer warranties and California consumer protection laws and may be repaired, replaced, or otherwise resolved at Sterling Adaptives’ discretion.

California Notice

California law does not require retailers to accept returns of non-defective merchandise; however, retailers must clearly disclose their return policy. By completing a purchase with Sterling Adaptives, the customer acknowledges and agrees to this posted return policy.

Department of Rehabilitation Purchases

PLEASE NOTE: For items purchased by the California Department of Rehabilitation, Sterling Adaptives follows the applicable Cal-ATSD Special Terms and Conditions governing returns and cancellations for Department of Rehabilitation purchases. These terms may differ from the policies provided to individual end-users and consumers detailed above.

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