Refund policy

Returns, Refunds & Exchanges Policy

1. Returns Policy

You may return or exchange devices and accessories within 7 days of purchase. Your order confirmation is required to process a return or exchange. All returns and exchanges are handled in-store.

Return Requirements

To return or exchange merchandise, please provide:

  • The device or accessory in its original box.
  • All original components, including charger, battery, instructions, and other included items.
  • A copy of your order confirmation.
  • A valid government-issued ID.

All merchandise must be unused and in saleable condition.

Early Termination Fees (ETF)

Devices must be returned within the 7-day return period to avoid any applicable Early Termination Fees (ETF) associated with products or services subject to a minimum contract term.

Please review your service contract agreement to determine whether an Early Termination Fee applies.

Returns Outside the Return Period

Returns submitted after the 7-day return period will not be eligible for a refund, and the merchandise will be returned to the customer.

Promotional Discounts and Contract Offers

If you received a promotional value or discount when signing up for a contract service or purchasing a new device, you may be charged for these promotional benefits if you do not maintain active service for the duration of the contract.

ALIV may also charge back promotional trade-in values if you return the promotional device or cancel your contract.

Damaged or Tampered Merchandise

ALIV reserves the right to decline returns for merchandise that appears damaged or tampered with. Only items with manufacturing defects may qualify for a return or exchange under these circumstances.

Purchases made using credit cards, gift cards, or digital wallets will be refunded to the original payment method.

Buy One, Get One Free (BOGO) and Bundle Offers

If merchandise was purchased through a "Buy One, Get One Free" (BOGO), bundle, or similar promotional offer, returning only one item will result in cancellation of the promotional offer. The full cost of both items will apply.

If a device purchased under a BOGO promotion is exchanged for the same make and model, only the device being exchanged must be returned.

Please refer to the applicable promotional terms and conditions for additional details.

Data Protection Before Returning Devices

Before returning or exchanging any wireless device or accessory containing stored data, customers should transfer all important data to another device or storage location.

ALIV is not responsible for any loss of data stored on returned devices.

Customers should also remove, retain, or destroy removable memory cards and modules, including SIM cards and SD cards, to protect sensitive personal information.

Online Order Returns

When returning online orders, please follow the return instructions provided in your order confirmation email.

Gift Card Returns

Gift cards are not eligible for return or exchange, except where required by law.

Prepaid Plan Returns

No refunds will be granted for prepaid plans once a top-up has been applied, an account has been provisioned, or prepaid plan fees have been paid.

2. Refunds Policy

Refunds are processed within 30 days from the date the refund request is submitted.

Refund Eligibility

Refund requests may be considered under the following circumstances:

  • Non-service or device-related issues, service issues, duplicate payments, or top-ups/plans not received.
  • The device or service has been confirmed as unused by the customer.
  • The customer did not receive an order confirmation.
  • The customer did not receive the system-generated auto-renewal SMS notification specifying the date and time their credit card would be charged.

Refund Requirements

Refunds will be issued to the original payment method. Customers must provide:

  • A copy of the order confirmation.
  • A valid government-issued ID.
  • Account holder information.

Only the registered account holder may request a refund.

Refund requests should be emailed to: customerservice@bealiv.com .

Auto-Renewal Refunds

Customers requesting a refund due to auto-renewal should contact Customer Care for assistance with disabling the auto-renewal feature. Customer Care will verify that auto-renewal has been disabled in the Care Portal.

As of May 2023, customers enabling auto-renewal through the ALIV app are required to review and acknowledge the auto-renewal agreement, authorizing ALIV to charge their credit card for recurring payments.

Once the auto-renewal agreement has been acknowledged and auto-renewal is enabled, a No Refund Policy applies.

Customers are responsible for disabling auto-renewal to prevent future recurring charges.

Note: The No Refund Policy takes effect once the auto-renewal agreement is implemented in the app and website.

3. Partial Credit/Debit Card Refunds

Partial refunds cannot be processed for credit or debit card transactions.

All credit/debit card refund requests must match the exact amount originally charged to the card.

4. Plan Refunds

Customers may cancel a plan purchase within 7 days.

However, funds already loaded into the account, including unused data and international roaming balances, are not refundable.

eSIM purchases are not eligible for refunds.

5. Exchanges Policy

Exchanges require the original order confirmation email as proof of purchase, along with a valid government-issued ID.

Exchange requests may be submitted via email: customercare@bealiv.com .

Reasons for Exchange or Return

  • Incorrect product color, model, or storage/memory capacity.
  • Defective or broken merchandise.

Defective or broken items must be processed through the ALIV Warranty Center, located at Southwest Plaza.

Customers are responsible for returning defective merchandise to the warranty center.

Warranty Periods

  • Handsets: 90 days.
  • Televisions and Accessories: 30 days, excluding chargers and cables.
  • Ring Smart Home Products: Subject to Ring's return and exchange policy.

Ring Smart Home Product Exchanges

Customers must first contact Ring Support to confirm a hardware-related issue.

Once the issue is confirmed, the product may be returned to the original purchase location along with confirmation from Ring Customer Service.

Exchange Value Adjustments

  • Lower-Value Exchange: If the replacement item costs less than the original item, the difference will be provided as store credit through an ALIV gift card.
  • Higher-Value Exchange: If the replacement item costs more, the customer must pay the price difference at the time of exchange.

6. Contact Information

For questions regarding returns, refunds, exchanges, or warranty claims, please contact ALIV Customer Care.

Returns & Exchanges:
customercare@bealiv.com

Refund Requests:
customerservice@bealiv.com