Return and Refund Policy - GoLive eTechnologies India Private Limited

Last Updated: July 1, 2025

1. Introduction and General Principles

GoLive eTechnologies India Private Limited ("GoLive eTechnologies," "we," "us," or "our") is dedicated to providing an excellent customer experience for all users ("User" or "Users" or "you" or "your") who purchase products ("Products") from our website (www.golivetechnologies.in) and our physical stores (collectively referred to as the "GoLive eTechnologies Platform").

This Cancellation, Return, and Refund Policy ("Policy"), together with our Terms & Conditions, sets out our procedures and policies in accepting Product cancellation, return, and refund thereof. By agreeing to use the GoLive eTechnologies Platform and/or initiating a request for purchase of Product(s), you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the GoLive eTechnologies Platform.

Please note that we may from time to time change the terms of the Policy that govern your cancellation, return, and refund of an order for Products on the GoLive eTechnologies Platform. Every time you wish to use the GoLive eTechnologies Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.

2. Order Cancellation

You can cancel orders for Products partially or fully prior to the shipment is "Out for Delivery". Orders cannot be cancelled once the package is "Out for Delivery". You can track your order under the ‘My Order’ section of your account on the Platform or via the link sent to your email ID.

In case you change your mind in relation to a particular order of the Product(s) prior to shipment, you may request to cancel the placed purchase order through our Customer Support team.

On receipt of a valid cancellation request, we will attempt to cancel the order/shipments as long as it is not "Out for Delivery". You will receive an email as soon as the cancellation is accepted. The amount paid towards the partial/full order will be refunded to you within 3-7 (three to seven) business days from the date of acceptance of the cancellation request. The amount shall be refunded to you through the same mode of payment used by you for the purchase. All refunds are subject to our discretion, applicable policies, and charges of the User’s bank/financial institution.

We reserve the right to cancel your bulk orders placed on the Platform at our sole discretion. To avoid such cancellations and/or for bulk orders, please visit our Corporate Enquiry section or contact our sales team.

3. Product Returns & Replacements (Limited Cases)

While our general policy is "goods once sold will not be taken back", we understand that exceptions may apply in specific circumstances as outlined below for purchases made either online via www.golivetechnologies.in or at our physical stores.

You may initiate a request for the return or replacement of a Product within the specified timeframes if:

• Damaged Product Upon Receipt/Purchase: If you receive or purchase a Product that is physically damaged upon taking possession (i.e., upon delivery for online orders or at the time of purchase for in-store), you are required to notify our Service & Support team within 24 hours of delivery/purchase. You must provide clear photographic or video evidence of the damage to the packaging (if applicable) and the Product. We will assess the issue and may offer a replacement, subject to stock availability and verification. This falls under our Dead on Arrival (DOA) handling. Acceptance of a tampered 'Void Seal' or a damaged box will automatically disqualify you from any return claims for physically damaged products, incorrect product, or missing accessories.

• Dead on Arrival (DOA): If a Product fails to function upon initial use (within 24 hours of receipt/purchase), please contact our Service & Support team immediately. This applies to Products like mobiles, tablets, wireless phones, audio enhancement, small domestic appliances, smartwatches, laptops, power, musical instrument, peripherals, photography devices, storage devices, power devices, entertainment promotion devices, or lighting products (any item which you can install without the assistance of a technician). Return will only be processed if the Product is not found to be activated and may be subjected to verification as per the terms of this Policy.

  • For Products like air conditioners, televisions, water purifiers, refrigerators, convection microwave or washing machine (any item which requires installation/demonstration by an authorized technician), you are required to contact GoLive eTechnologies customer care to intimate about any damage, defect or non-functionality condition of the Product (i.e., if the Product delivered is dead on arrival (DOA)) within 5 (five) days of delivery*. Product being reported under damage, and defective/DOA cases, the return will be processed subject to verification as per the terms of this Policy.

  • *Products will not be eligible for returns if they are installed by a third-party technician not assigned by GoLive eTechnologies.

• Wrong Product Received/Sold: If the Product you received (online) or were sold (in-store) is different from what you ordered or intended to purchase based on the product code/description, please notify our Service & Support team within 48 hours of receipt/purchase. We will arrange for a replacement of the correct item at no additional cost, provided the Product is unopened and in its original packaging.

Important Conditions for Limited Returns & Replacements: For the above limited return/replacement scenarios, the following conditions must be met regardless of the purchase channel:

• The issue must be reported to our Service & Support team within the specified timeframe (24-48 hours of receipt/purchase).

• The Product must be in its unused, original condition, along with the original invoice/sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up.

• The product's serial number/bar code must match our records.

• If Product(s) bought as a combo, the complete combo must be returned.

• No damage should have occurred post-delivery of the Product while in your possession.

• All our packages come with 'Tamper Evident Void Seals'. Please ensure that you do not accept packages where the seal is tampered. Acceptance of a tampered 'Void Seal' or a damaged box will automatically disqualify you from any return claims for physically damaged/defective products, incorrect product, or missing accessories.

GoLive eTechnologies will, in its sole discretion, verify if: (a) the defects and damages in the Products or inaccuracy claimed in such Products are acceptable by us, or (b) such defects, damages or inaccuracy are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged, defective or inaccurate Product received and/or allow our personnel to schedule a call or visit to assess the damage, defect in the Product. Alternatively, you could also share the Brand DOA certificate for us to process return. Further to the assessment of the damage or the concern reported in the return request, we may, in our sole discretion, resolve the issue subject to the assessment report, in a manner as we may deem fit.

You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong Product model, colour or incorrect Product, (ii) if the Product belongs to non-returnable Product category (mentioned below) (iii) if you fail to return/register a complaint in relation to a damaged, defective or inaccurate Product within the Return Period. Any damage to the Product caused by your improper use of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a damaged, defective or inaccurate Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.

Non-Returnable Product Categories: The below Product categories are marked as 'non-returnable' unless the package received is verified as defective or damaged upon receipt, or a wrong product was delivered:

• Mobile Phone accessories like screen guards, screen protectors and tempered glass

• All console games and PC games that are labelled as non-returnable on their product detail pages

You should make sure to erase any/all personal information from an electronic device that stores any personal information, prior to returning it to us. GoLive eTechnologies shall not be liable for any misuse or usage of such information.

4. Refund Process (For Approved Returns)

At the time of raising a request for return or cancelling the Products on the GoLive eTechnologies Platform, you may seek a refund. Such refund will be made to you only in the event the payment has been received by us for the Product.

Refunds will only be considered in the following specific cases, regardless of whether the purchase was made online or in-store:

• Cancellation Before Shipment/Collection (By GoLive eTechnologies): In rare cases where an order might be cancelled by GoLive eTechnologies before shipment (for online orders) or collection (for in-store orders where applicable) due to unforeseen circumstances (e.g., stock unavailability, pricing error, or suspicious activity), a full refund will be processed. Customer-initiated cancellations after order placement are generally not permitted beyond the "Out for Delivery" stage.

• Approved Damaged/DOA Returns (If Replacement Not Possible): If a return for a damaged or DOA Product is approved under the conditions above, and a replacement is not possible due to stock limitations, a refund may be issued at our discretion.

• Approved Wrong Product Return (If Replacement Not Possible): If a return for a wrongly shipped/sold Product is approved and the correct replacement is unavailable, a refund may be issued.

Refund Processing: If a refund is approved under the limited circumstances mentioned above:

• The refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within 48 (forty-eight) hours from the date of us receiving the returned Product back at our warehouse and after our verification and assessment.

• Your refund will be processed only when the conditions stipulated by us are fulfilled, such as the Product being returned in original condition, along with the price tag intact including original packaging of the Product, the brand outer packaging of the damaged or defective or inaccurate Product and all accessories therein being intact. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment.

• The refund amount will be credited to the original payment mode opted by you.

• We do not make any cash refunds. The amount will be refunded to you within 7 (seven) working days into the original mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.

• Refund to be made to the User shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion) we may refund the shipping charges to you. You will be provided with a refund if you have received a non-returnable Product in a damaged or defective condition subject to verification and examination of the damage or defect of the Product by us.

• We provide refund for few scenarios such as Products that were incorrectly represented on the website. We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.

Brand Approved (Exceptional Returns): For returns approved by the Brand within the warranty period of the product, there may be issues posting a refund if the transaction is over 180 days old. For such cases, our team will reach out to you for documents to post a manual refund into an alternate account. The user is mandatorily required to submit a copy of his/her bank account details (such as Cancelled Cheque, Bank Passbook) along with photo ID proof (such as PAN card, Aadhar card). All the documents submitted should be in the same name as the Billing name used while placing the order. For cases where there’s a mismatch in name, GoLive eTechnologies reserves the right to refuse the user's refund to a bank account and will process the refund as Store Credit only.

Note on Payment Deductions for Cancelled/Failed Orders: In a scenario where the order is cancelled or not placed, but money is deducted from your end, then GoLive eTechnologies initiates a refund automatically. Usually, it can take up to 7 days for the refund to get reflected in your source account. For further details and support, the respective bank/Payment Gateway/financial institution should be contacted.

5. Product Functionality Support & Warranty

• Product Functionality Support: If you encounter any issues with the functionality of Products purchased from us, we offer free audio/video call support up to a maximum of three (3) times per order. Any support beyond these three instances will be chargeable as follows:

  • Audio Call: INR 200 / 15 Minutes

  • Video Call: INR 300 / 15 Minutes

  • Offline Visit (if applicable): INR 1500 / 2 Hours (may vary based on location and specific issue)

• Hardware/Software Issues & Warranty: Any issues pertaining to the hardware or software of the Product will be resolved directly by the designated distributor or manufacturer, according to their support policies. Warranty for Products is solely provided by the respective manufacturer or distributor, as per their terms and conditions. GoLive eTechnologies does not provide direct warranties unless explicitly stated otherwise for specific products. For issues arising after the limited return period (e.g., after 5 days of delivery for installation-required products), Users may contact the manufacturer directly under the Product warranty provided by the manufacturer (as applicable).

6. Additional Note on Installable Products

For installable products, returns will be accepted only if the product was installed by our authorized engineers or engineers specifically assigned by GoLive eTechnologies for the installation. Returns will not be accepted if any of the installable products are unboxed and/or installed by the customer himself or by anyone other than GoLive eTechnologies’s service team or engineers authorized by us. Any damages or defects for such products will not be accepted. These could include but not limited to:

• Wrong connections or Wrong installations

• Missing items reported, damages, dents etc.

• On account of any physical damages

7. Customer Support

For any queries or concerns relating to cancellation, return, refund, or product support, you may contact our customer support team who can be reached at:

• Email: info@golivetechnologies.in

• Phone/WhatsApp: +91-9311715414

• Business Hours: 10:30 AM – 7:00 PM (Monday – Saturday, excluding public holidays)

8. General

By purchasing from GoLive eTechnologies (either online or in-store), you acknowledge and agree to these terms regarding order cancellation, returns, refunds, and product support. This policy supersedes any general statements about returns and refunds and clearly outlines the specific conditions under which exceptions may be considered. GoLive eTechnologies reserves the right to amend this policy at any time without prior notice. Please refer to the latest version available on our website (golivetechnologies.in). If you have any questions or require clarification regarding this policy, please contact our Service & Support team.