Refund policy

Effective Date: 1-01-2025

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Live Wire Industries website located at http://livewireindustries.com.

2. Contact Information

For questions regarding returns and refunds, please contact our Customer Service team.

Email: support@livewireindustries.com
Phone: 1 (907) 371-8004
Address: 1970 Geronimo Ave, North Pole, Alaska 99705
Customer Service Hours: Monday to Friday, 9 AM to 5 PM AKST

3. Return Eligibility

Customers in the United States may cancel their purchase and return eligible products within 3 days of receipt, subject to the conditions below.

3.1 Conditions for Return

  • Items must be unused, undamaged, and in original condition
  • Original packaging with labels and tags attached is required
  • Proof of purchase is required

4. Return Process

4.1 Initiating a Return

  1. Contact Customer Service within 7 days of receiving your order by emailing support@livewireindustries.com or calling 1 (907) 371-8004.
  2. Provide your order number and reason for return.
  3. If approved, you will receive return instructions and a Return Merchandise Authorization number if applicable.

4.2 Preparing Your Return

  • Pack the item securely in its original packaging
  • Include all accessories, manuals, and promotional items
  • Include the return authorization documentation
  • Attach the provided return shipping label if issued

4.3 Shipping the Return

  • Ship the package within 3 days of receiving return authorization
  • Use a trackable shipping method

5. Return Shipping Costs

All return shipping costs are the responsibility of the customer unless the return is due to our error.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Items must meet return eligibility requirements
  • Return requests must be made within 3 days of receipt
  • Refunds are issued to the original payment method minus applicable restocking fees

6.2 Defective or Damaged Goods

  • Notify us within 48 hours of delivery
  • Provide photos or videos documenting the issue
  • A replacement or full refund will be issued including return shipping costs

6.3 Incorrect Product Received

  • Notify us immediately upon receipt
  • We will arrange return shipping and provide the correct product

6.4 Product Never Arrived

  • Contact us if your product does not arrive within the estimated delivery time
  • If confirmed lost, a replacement or full refund will be provided

6.5 Order Cancellation

  • Orders may be canceled for a full refund before shipment
  • Orders already shipped must follow the return process

7. Exceptions to the Return Policy

The following items are non returnable and non refundable:

  • Custom or personalized products
  • Perishable goods
  • Intimate or sanitary goods unless unopened
  • Gift cards and downloadable software

8. Refunds

8.1 Refund Conditions

  • Refunds are issued after inspection and approval
  • You will be notified by email of refund approval or rejection

8.2 Refund Processing

  • Refunds are issued to the original payment method
  • Processing may take up to 7 business days

8.3 Partial Refunds

  • Items returned in poor condition or missing parts
  • Returns received after the allowable return window

9. Exchanges

  • Exchanges are offered for defective, damaged, or incorrect items
  • Shipping costs are covered by us for qualifying exchanges
  • Change of mind exchanges require customer paid shipping

10. Timelines

  • Returns must be reported and shipped within 7 days of receipt
  • Refunds are processed within 7 days of inspection
  • Refunds may take up to 7 additional days to appear in your account

11. Legal Rights

This policy does not affect any statutory rights under applicable law.

12. Questions and Support

For assistance, please contact us.

Live Wire Industries
1970 Geronimo Ave
North Pole, Alaska 99705
United States

Email: supporter@livewireindustries.com
Website: http://livewireindustries.com
Phone: 1 (907) 371-8004