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Return, Refund & Cancellation Policy

Welcome to Livlong Protection and Wellness Solutions Limited (“LPWSL”) Website/ Mobile Application (“Application”) having its registered office at IIFL House, Sun Infotech Park, Road No 16V, Plot B -23, MIDC, Wagle Industrial Area, Wagle Estate, Thane – 400604, Maharashtra.

We aim to provide the best User experience to our Users beginning from placing order and/or booking an appointment to initiating a return. While transacting on the Platform, you can expect a hassle-free experience in returning the Product and cancelling the Services that you have ordered/booked and can rely on us as your preferred shopping destination or Service location.

This return, refund, and cancellation refund policy (“Policy”), together with the Terms and Conditionssets out LivLong’s procedures and policies in accepting: (a) Return, (b) Refund, and (c) Cancellation thereof. Any return or cancellation of Products or Services by you is subject to the terms and conditions set out under this Policy.

1. APPLICABILITY OF POLICY
  1. By agreeing to use the Platform and/or placing a request for purchase of Product(s) and/or Services on the Platform, 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 Platform.
  2. Please note that we may from time to time change the terms of the Policy that govern your return, refund and cancellation of an order for Products on the Platform. Every time you wish to use the Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.
2. TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS

Please carefully read all the parts to understand the conditions applicable in case of returns, refunds and cancellation of a Product.

(A) RETURN POLICY:

We do our best to ensure that the products you order are delivered according to your specifications. However, should you receive an (a) incomplete order, (b) expired product, (c) damaged product, (d) incorrect product, please notify LPWSL Support immediately or within 10 working days of receiving the products, to ensure prompt resolution. Please note that LPWSL will not accept liability for such delivery issues if you fail to notify us within 10 working days of receipt.

User cannot return non-refundable Product; it is User’s responsibility to check whether the Product falls under returnable/non-returnable category before placing an order.

PRODUCTS NOT ELIGIBLE FOR RETURN:

As per terms offered by all the sellers on the Platform, the products shall not be eligible for a return under the following circumstances-

  • If the item has been opened, partially used or disfigured. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent
  • If the product has been tampered with
  • If the product packaging and/or packaging box and/or packaging seal has been tampered with. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent and it is emphasized that the user should not accept the order if the package appears to be tampered
  • If it is mentioned on the product detail page that the product is non-returnable
  • Any accessories/freebies supplied with the product are missing
  • If the product does not have serial number / UPC number/ barcode affixed, which was present at the time of acceptance of products by the user from the user’s delivery agent
  • Any damage/defect which is not covered under the manufacturer's warranty
  • The product is without original packing and accessories/freebies
  • If the product is damaged due to misuse
  • Products related to personal care, baby care, food & nutrition, healthcare devices, covid essential products including but not limited to masks and gloves, sexual wellness products including but not limited to condoms, pregnancy/fertility kits, any other products such as but not limited to diapers, health drinks, health supplements, glucometers, glucometer strips/lancets, health monitors, etc.
  • Additionally, we do not take return of certain items such as sexual wellness products, diapers, etc. However, the Company shall accept return if aforementioned products are defective, deficient or spurious or not of the characteristics or features as advertised or if they are delivered late.

    Additional Note –Items marked as "Non-Returnable" on the product detail page or items whose return window has expired cannot be returned.

Refund & Cancellation Policy

For internet-based subscription Services, You are free to cancel whole or part of Service at any time. LPWSL shall refund any unexpended advance fees paid by You at the time of cancellation of the Service. In case You wish to seek a refund of the advance paid by You because You do not agree with a modification to the Agreement, please write mail to support@livlong.com or connect over telecom at +91-8976910888. We will process the refund of the unexpended amount.

At LPWSL, we do our best to ensure that you are completely satisfied with our products. And we are happy to issue a full refund based on the conditions listed below:

Full Refund Possible If:

  • you received a defective item
  • the ordered item(s) is lost or damaged during transit.
  • you have received the product that has crossed the expiry date

Please note: Mode of refund may vary depending on circumstances. If the mode of refund is by Credit/Debit Card or Net Banking, please allow 7 to 10 working days for the credit to appear in your account. While we regret any inconvenience caused by this time frame, it is the bank's policy that delays the refund timing, and we have no control over that. If the mode of refund is by wallet, credit should be available within 24 hours

Cash on Delivery: In order to process such refunds for COD orders, the User will be required to send an email to support@livlong.com or call us at +91-8976910888. Thereafter, the User will receive a refund to his/her wallet or User’s bank account. In case if it is to be refunded to User’s bank account, the User will have to provide a cancelled cheque leaf and accurate bank details.

In those cases, the amount shall be refunded back to the source account of the User. If the User chooses to get the amount into the Wallet, then at the time of deactivation of the User's account, the amount that is unused in his/her wallet account will be transferred back to User’s bank account.

LPWSL shall directly refund to the User’s bank account during situations such as -

  • When excessive price has been charged/collected from the User and amount needs to be refunded
  • Any other cases where LPWSL has to refund the amount to the User which righteously belongs to the User

If the User chooses to get the refund to the wallet during the above-mentioned scenarios [as per clause B (v)], at the time of deactivation of the User’s account, any amount that is unused in the wallet shall be transferred to the User’s Bank account.   

How to Request a Refund:

To request a refund, simply email us your order details, including the reason why you're requesting a refund. We take User feedback very seriously and use it to constantly improve our quality of service.

(C) CANCELLATION:

Product Cancellation:

User may cancel the order of a product before it is out for delivery. On the receipt of order cancellation request, your order will be cancelled with immediate effect.

Service Cancellation:

The Website/App shall be only an intermediary connecting the User with the Doctor/registered medical practitioners of the service booked. Once the appointment has been made and a confirmation has been given to the User, the Company shall inform the Doctor/registered medical practitioners who shall render the consult at the agreed time, location and mode provided at the time of booking the service.

We are in no way liable for any deficiency of services if any arises including but not limited to cancellation of order due to unavailability of the Doctor/registered medical practitioners.

Once an appointment has made and it is confirmed at our end, no amount shall be refunded, in the event of a cancellation. However, in certain circumstances, the Company at its discretion shall permit a refund of the full or partial amount if the Doctor/registered medical practitioners becomes unavailable or if an alternative Doctor/registered medical practitioners is arranged to consult. The decision of the Company shall be final in such cases.

User Complaints

If you have any queries, do call our help desk at +91-8976910888, email us at support@livlong.com contact our User support executives through online chat. We're here for you!

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Disclaimer: LivLong is not an insurance company. We partner with Health & wellness services providers (doctors, labs, hospitals, medicine aggregators) for providing OPD solutions to our customers.