Return Policy

RETURNS

You may return or exchange devices and accessories within 7 days of purchase. Your order confirmation will be required to process a return or exchange. Returns and exchanges are handled in-store. To make an exchange, return the merchandise (including device, charger, battery, instructions, and any other components) in the ORIGINAL box with a copy of your order confirmation and valid government issued ID. All merchandise must be in saleable condition and un-used.

Devices must be returned within the 7-day return period to avoid being assessed for any applicable Early Termination Fees (ETF) which may apply if your product or service has a minimum contract term. Please review your service contract agreement to determine if an Early Termination Fee may apply.

If you return your purchase, after the return window, you will not receive a refund and the merchandise will be returned to you. If you received a promotional value or discount when signing up for a contract service or towards the purchase of a new device, you agree that you will be charged for these values if you do not maintain active service for the duration of the contract. ALIV will also charge back any promotional trade-in value if you return your promotional device or cancel your contract.

At our discretion, we may decline your return for returned items that appear to be damaged or tampered with, only manufacture defect items may qualify for return/exchange. Purchases made by credit card, gift card or digital wallet will be refunded to the original payment method.

 
If you received your merchandise through a “Buy One, Get One Free” , “Bundle” or similar offer and return only one of the items, your promotional offer will be canceled, and full cost of both merchandise expected.  If a device purchased as part of a BOGO offer is being exchanged for the same make and model, only the item that is being exchanged needs to be returned. For additional information, please see the terms and conditions of the promotional offer.

Before returning or exchanging any wireless device or accessory that has data in its memory, please transfer all data you wish to retain to another file source. ALIV will not be responsible for loss of data stored on your device.

Additionally, you should retain or destroy any removable or portable memory cards or modules (such as a SIM Card or SD Card) in order to help protect sensitive information, such as mobile banking information.

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

Gift card returns

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

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

REFUNDS

Refunds are processed within 30 days from the date refund request is made. Eligibility criteria for refunds are as follows:

• non-service, device issues, issue with services, duplicate payment, or top-up/plan not received
• Device or service have been confirmed not used the customer
• Customer did not receive an order confirmation
• Customer did not receive the system generated auto-renewal SMS messages notifying them of the exact date and time their credit cards will be charged.

Refunds will be applied to the original payment method and require a copy of the order confirmation and a valid government ID for the account holder. Only account holders are allowed to request a refund. Send refund requests to customerservice@bealiv.com

In cases where the customer states auto-renewal as the reason for refund, Customer Care should educate the customer on how to turn off the auto-renewal feature and ensure it has been turned off in Care Portal. As of May 2023, customers that turn on auto renewal from the app will be required to read the pop-up auto renewal contract, acknowledge it by consenting to give Aliv authorization to auto renew the credit card for payment. Once the contract is acknowledged and the customer turns on auto renewal there will be a NO REFUND policy. These customers knowingly and willfully turned-on autopay and were clearly advised in the contract that they must turn autopay off in order to stop reoccurring charges. *Note the no refund policy will go into effect once the auto renew contract is implemented in the app and website

PARTIAL CREDIT/DEBIT CARD REFUNDS

Partial refunds cannot be completed with a credit/debit card. All refund requests must be in the EXACT same amount that was charged to the credit/debit card.

Plan refunds

You may cancel a plan purchase within 7 days, however we will not refund any funds loaded into your account, including any unused data or international roaming. eSIMs are ineligible for a refund

EXCHANGES

Exchanges require the original confirmation email as proof of purchase along with a valid government ID. Request for exchanges may be submitted via email customercare@bealiv.com

• Reasons for Exchange/Return:
  • Wrong color, model, or storage/memory capacity.
  • Defective or broken items, must be processed at ALIV warranty center, located in the Southwest Plaza.
  • Customers are responsible for returning defective items to the warranty center

• Warranty Period:
  • 90 days for handsets.
  • 30 days for televisions and accessories (excluding chargers and cables).
  • Ring smart home products: subject to Ring’s return/exchange policy. Customers must contact Ring support first to confirm a hardware issue before returning the product to the purchase point with confirmation from Ring customer service.

• Value Adjustment:
  • If the exchanged item is of lower value, the customer will receive store credit via an ALIV gift card.
  • If the exchanged item is of higher value, the customer must pay the balance at the time of exchange.