Cancellation, Return, and Refund Policy
1. Introduction and General Principles
Live Solution Wale (“LSW,” “Bharat Solution,” “we,” “us,” or “our”) is dedicated to providing an excellent customer experience for all users (“User,” “Users,” “you,” or “your”) who purchase products (“Products”) from our website (livesolutionwale.com) and our physical stores (collectively referred to as the “Live Solution Wale Platform”).
This Cancellation, Return, and Refund Policy (“Policy”), together with our Terms & Conditions, sets out our procedures and policies for accepting Product cancellations, returns, and subsequent refunds . By agreeing to use the Live Solution Wale Platform and/or initiating a purchase request for Product(s), you agree to be bound by the terms contained in this Policy without modification. If you do not agree to these terms, you are advised not to transact on the Live Solution Wale Platform.
Please note that we may from time to time update the terms of this Policy. Every time you wish to use the Live Solution Wale Platform, please check this page 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 status changing to “Out for Delivery”. Orders cannot be cancelled once the package is designated as “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 registered email ID.
If you change your mind regarding a specific order prior to shipment, you may request a cancellation through our Customer Support team. On receipt of a valid cancellation request, we will cancel the order/shipment provided it is not yet “Out for Delivery”. You will receive an email confirmation once the cancellation is accepted.
The amount paid toward the partial or full order will be refunded to you within 3–7 (three to seven) business days from the date of acceptance. The amount shall be refunded through the same payment mode used for the initial purchase. All refunds are subject to our discretion, applicable policies, and any processing charges levied by the User’s financial institution.
We reserve the right to cancel bulk orders placed on the Platform at our sole discretion. To avoid such cancellations or to place bulk orders, please visit our Corporate Enquiry section or contact our sales team directly.
3. Product Returns & Replacements (Limited Cases)
While our general operating policy states that “goods once sold will not be taken back”, we understand that exceptions apply in the specific circumstances outlined below for purchases made online via livesolutionwale.com or at our physical retail 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 (at the time of delivery for online orders or at the time of purchase for in-store), you must notify our Service & Support team within 24 hours of delivery/purchase. You must provide clear photographic or video evidence of the damaged packaging (if applicable) and the Product itself. We will assess the issue and may offer a replacement, subject to verification and stock availability. This falls under our Dead on Arrival (DOA) handling protocol.
Please note: Acceptance of a tampered ‘Void Seal’ or a damaged box will automatically disqualify you from return claims regarding physical damage, incorrect products, 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.
- Plug-and-Play Items: This applies to Products such as mobiles, tablets, wireless phones, audio enhancements, small domestic appliances, smartwatches, laptops, power banks, musical instruments, peripherals, photography devices, storage units, or lighting products (any item that can be installed without technical assistance). Returns will only be processed if the Product is found to be unactivated and remains subject to verification under this Policy.
- Tech-Installed Items: For Products like air conditioners, televisions, water purifiers, refrigerators, convection microwaves, or washing machines (items requiring installation/demonstration by an authorized technician), you must contact Live Solution Wale customer care to report any damage, defect, or non-functional condition within 5 (five) days of delivery. Returns will be processed subject to verification.
- Important: Products will strictly not be eligible for returns if they are installed by a third-party technician not assigned or authorized by Live Solution Wale.
Wrong Product Received/Sold: If the Product you received online or were sold in-store is different from what you ordered based on the product code or 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 remains unopened and in its original packaging.
Important Conditions for Limited Returns & Replacements:
For the limited return/replacement scenarios mentioned above, the following conditions must be met regardless of the purchase channel:
- The issue must be reported to our Service & Support team within the specified 24-to-48-hour timeframe.
- The Product must be in its unused, original condition, accompanied by the original invoice/sale receipt, brand outer box, attached MRP tags, user manual, warranty cards, and all original accessories inside the manufacturer packaging.
- The product’s serial number or barcode must match our internal sales records.
- If the Product was bought as a part of a combo offer, the complete combo must be returned together.
- No physical damage must have occurred to the Product while in your possession post-delivery.
- All our packages feature ‘Tamper Evident Void Seals’. Do not accept packages where this seal is broken or tampered with. Accepting a tampered seal or damaged box disqualifies the order from subsequent claims.
Live Solution Wale will, at its sole discretion, verify whether the defects, damages, or discrepancies are acceptable or result from our default, and will accept or reject the return request accordingly. We may request photo/video evidence or schedule an assessment call/visit by our personnel. Alternatively, you may share a Brand DOA certificate to fast-track the return.
We will not accept the return of any Product if:
- You ordered the wrong product model, colour, or specification.
- The product belongs to a non-returnable category.
- You fail to register the complaint within the designated Return Period.
- The damage is caused by improper use, modification, or external tampering by the user or an unauthorized third party.
Non-Returnable Product Categories:
The following categories are non-returnable unless verified as damaged/defective upon receipt, or if a wrong product was delivered:
- Mobile phone accessories (e.g., screen guards, screen protectors, and tempered glass).
- All console games and PC games explicitly labelled as non-returnable on their respective product pages.
Note: You must erase all personal data and information from electronic devices before returning them. Live Solution Wale shall not be held liable for any misuse of leftover data.
4. Refund Process (For Approved Returns)
Refunds are only issued if payment has been successfully received by us and under the following specific conditions:
- Cancellation Before Shipment/Collection (By Us): In rare cases where Live Solution Wale must cancel an order due to unforeseen circumstances (e.g., stock unavailability, pricing errors, or suspicious activity), a full refund will be processed.
- Approved Damaged/DOA Returns: If a return is approved under our damage/DOA terms and a replacement is unavailable due to stock limitations, a refund may be issued at our discretion.
- Approved Wrong Product Return: If a wrong product return is accepted and the correct replacement item is out of stock, a refund may be issued.
Refund Processing Timeline:
- Once approved, the refund for an eligible return will be processed within 48 hours of receiving the product back at our warehouse, following final quality assessments.
- The product must fulfill all original condition criteria (intact packaging, tags, and accessories) to qualify. Unapproved or ineligible returns will be sent back to the customer without a refund.
- The refund will be credited directly to the original payment mode used during purchase. We do not offer cash refunds.
- The credited amount should reflect in your source account within 7 working days. Please note that banking intermediaries or payment gateways may occasionally take longer to process these transactions.
- Standard shipping charges are non-refundable. However, if the return is due to a verified defect or fault directly attributable to Live Solution Wale, we may refund the shipping charges at our sole discretion.
- Brand-Approved Exceptional Returns: For exceptional returns authorized by the manufacturer within the warranty window where the transaction is older than 180 days, a manual refund may be required. Our team will request a copy of your bank details (Cancelled Cheque or Bank Passbook) along with a photo ID (PAN Card, Aadhar Card) matching the original billing name. If there is a name mismatch, the refund will strictly be issued as Store Credit.
Note on Payment Deductions for Failed Orders: If a transaction fails or an order is not successfully placed but money is deducted from your account, Live Solution Wale initiates an automatic refund. This typically takes up to 7 days to reflect in your source account.
5. Product Functionality Support & Warranty
Product Functionality Support: For assistance regarding the setup or functionality of products purchased from us, we provide free audio or video call support up to a maximum of three (3) times per order. Support requests exceeding this limit will be charged as follows:
- Audio Call Support: INR 200 per 15 Minutes.
- Video Call Support: INR 300 per 15 Minutes.
- Offline / On-Site Visit: INR 1500 per 2 Hours (fees may vary based on location and technical complexity).
Hardware & Software Issues: Any core hardware or software faults arising after the initial limited return window (e.g., after 5 days from delivery) must be resolved directly through the authorized manufacturer or distributor according to their official warranty policies. Live Solution Wale does not provide direct product warranties unless explicitly stated in writing for specific items.
6. Additional Note on Installable Products
For products requiring professional setup (e.g., heavy appliances, customized electronics), returns are valid only if the item was unboxed and installed by an authorized engineer assigned by Live Solution Wale. Returns, damages, or component shortages will not be entertained if the item was unboxed or installed by the customer or an unassigned third party. This includes exclusions for:
- Incorrect wiring or improper installation faults.
- Missing components reported post-delivery.
- Physical cosmetic dents, scratches, or breaks caused after delivery.
7. Customer Support
For any help, complaints, or clarifications regarding cancellations, returns, or operational support, please connect with our dedicated customer care team:
- Email: sales@livesolutionwale.com
- Phone / WhatsApp: +91-9999 349 999
- Business Hours: 10:30 AM – 7:00 PM (Monday to Saturday, excluding national public holidays)
This document was last updated on April 16, 2026