1. Our Mission
At Motive Health, Inc, we are committed to improving the lives of those who suffer from joint pain and muscle weakness by designing innovative, noninvasive, clinically proven, and FDA-cleared therapies that are accessible and easy to use from the comfort of their own homes. Our mission is to empower our customers with effective tools to manage their pain and enhance their strength, enabling them to maintain an active and fulfilling lifestyle.
Motive Health’s Quality Management System complies with the requirements of FDA Quality System Regulation (QSR) and is certified as complying with the International Standards Organization Standard: ISO 13485:2003 Medical devices – Quality Management System – Requirements for regulatory purposes.
2. Money-Back Guarantee Period
Motive Health offers a 30-day money-back guarantee for the Motive™ device including Motive Device (therapy generator), Motive Therapy Pad, Motive Conductive Gel, Motive Wrap, and Motive Charging Cable.
3. Limited Warranty
The limited warranty terms specified in this document apply to the Motive Device (therapy generator), Motive Therapy Pad, Motive Conductive Gel, Motive Wrap, and Motive Charging Cable.
This warranty does not cover damage due to external causes, including accidents, abuse, misuse, problems with electrical power, usage not in accordance with product instructions, failure to perform required maintenance, and problems caused by use of parts or components not supplied by Motive Health. This warranty does not apply to any product repaired or altered by anyone other than Motive Health. Motive products purchased from unauthorized resellers are not covered by this warranty.
4. Repair or Replacement
Motive Health will repair or replace products (noted above) that are covered under this limited warranty that are returned to Motive Health under a Motive Health-issued Return Material Authorization (RMA) Number.
If Motive Health repairs or replaces a product, the original warranty is not extended.
5. Limited Warranty Coverage
Your Motive Device (therapy generator) is warranted to be free from defects in materials and workmanship appearing within one year from the date of purchase when used in accordance with the instructions provided with the device.
The Motive Therapy Pad is warranted to be free from defects in materials and workmanship appearing within 30 days from the date of purchase when used in accordance with the instructions provided with the device.
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Motive Therapy Pad is intended to be replaced every 14 sessions of use. Motive Therapy Pad will start getting dry and less sticky after 14 uses. The above warranty does not apply to a Therapy Pad that has been used for 14 sessions.
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Motive Therapy Pad has a shelf life of 24 months. The above warranty does not apply to an expired Therapy pad.
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The Motive Conductive Gel is warranted to be free from defects in materials and workmanship appearing within 30 days from the date of purchase when used in accordance with the instructions provided with the device.
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Motive Conductive Gel has a shelf life of 24 months. The above warranty does not apply to an expired Conductive Gel.
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The Motive Wrap is warranted to be free from defects in materials and workmanship that occur within 90 days from the date of purchase when used in accordance with the instructions provided with the device. Motive Wrap is washable. Wrap replacement due to its filthiness and normal wear and tear changes are not covered by this warranty.
The Motive Charging Cable is warranted to be free from defects in materials and workmanship that occur within 90 days from the date of purchase when used in accordance with the instructions provided with the device.
6. Disclaimer of Warranty
THE FOREGOING IS THE SOLE WARRANTY PROVIDED BY MOTIVE HEALTH IN CONNECTION WITH THIS PRODUCT (AND ITS COMPONENTS), AND MOTIVE HEALTH HEREBY DISCLAIMS ANY OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IMPLIED WARRANTIES AND OTHER TERMS THAT MAY BE IMPOSED BY LAW, IF ANY, ARE LIMITED IN DURATION TO THE PERIOD OF THE ABOVE EXPRESS WARRANTY.
7. Limitation of Liability
MOTIVE HEALTH SHALL NOT BE LIABLE FOR LOSS OF USE OR ANY OTHER SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR INDIRECT COSTS, EXPENSES, OR DAMAGES.
8. Component Replacement Request
Before sending your device component for a warranty replacement, we recommend you read the troubleshooting section in your User Manual or visit Motive Health support center https://support.mymotive.com/ . This information describes errors and common troubleshooting tips that may assist you in using your device.
For troubleshooting assistance or the service address please contact Motive Health Customer Support. Our representatives are trained to provide you with assistance over the phone and may be able to resolve your problem without sending the component for replacement. For the best possible assistance please have your unit available when calling us.
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To return your product for a warranty replacement, please click or tap on this link: https://support.mymotive.com/ to initiate a return request and obtain a Returned Material Authorization (RMA) number. Our Customer Support team will verify if your defective component would qualify for a warranty replacement. Please do not send us your product using a different shipping method than the one provided on the website. We cannot guarantee that we will receive your returned item.
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- Enclose the proof of purchase along with the RMA number.
- Return only the specific damaged or defective component Motive Device (therapy generator), Motive Therapy Pad, Motive Conductive Gel, Motive Wrap, or Motive Charging Cable. Do not send us the entire product components.
- Once we receive and inspect your return, we will send you an email to notify you that we have received your returned item. We will send you a replacement for the defective component within 15 days of the receipt of the returned component.
