Effective Date: 13 October 2026
Last Updated: 13 October 2026
At Live & Pure, customer satisfaction and product quality are important to us. We take care in processing, packing and delivering our products, including cooking oils, flours, spices and other pantry essentials.
This Refund and Returns Policy explains how we handle damaged products, incorrect orders, missing items, cancellations, returns and refunds for purchases made through https://liveandpure.in/.
By placing an order on our website, you acknowledge this policy, subject to your rights under applicable law.
1. Return Eligibility
Because Live & Pure sells food and pantry products, returns may be subject to product type, packaging condition, hygiene requirements and applicable food safety regulations.
You may contact us for assistance if:
- You received a damaged product.
- You received an incorrect product.
- An item is missing from your order.
- The product delivered is materially different from the product ordered.
- You received an expired product or a product with a quality issue.
- Your order was affected by another fulfilment error.
Each complaint will be reviewed based on the circumstances and applicable law.
2. Products That May Not Be Eligible for Return
For food safety and hygiene reasons, we may not accept change-of-mind returns for products that have been opened, used, consumed, tampered with or improperly stored, where such restrictions are permitted by applicable law.
Return requests may also be restricted for products that:
- Have damaged or missing original packaging due to customer handling.
- Cannot be safely resold or inspected.
- Were ordered incorrectly by the customer.
- Are otherwise excluded under a clearly disclosed and legally valid product-specific condition.
These restrictions do not remove any rights you may have regarding defective, damaged, expired, incorrect or misrepresented products under applicable law.
3. Reporting a Damaged, Incorrect or Missing Product
Please inspect your order when it arrives.
If you identify a problem, contact our support team as soon as reasonably possible, preferably within 48 hours of delivery, so that we can investigate promptly.
Please provide:
- Your order number.
- The name of the affected product.
- A brief description of the issue.
- Clear photographs of the product, packaging and shipping label, where applicable.
Please retain the product and its original packaging until our team provides further instructions.
The 48-hour request is intended to help with timely investigation and does not limit any statutory rights or remedies available to you under applicable law.
4. How to Request a Return or Replacement
To request a return, replacement or refund:
- Contact us using the email address or phone number provided below.
- Share your order number and explain the issue.
- Provide photographs or other information reasonably required to assess the complaint.
- Wait for our team to review your request and explain the next steps.
Please do not send products back without contacting us first. We will provide return or collection instructions where a return is approved or required.
5. Return and Replacement Approval
After reviewing your request, we may offer an appropriate resolution depending on the issue and the circumstances.
Possible resolutions include:
- Replacement of the affected product.
- Refund of the applicable amount.
- Resolution of missing-item or incorrect-item complaints.
- Another appropriate remedy agreed upon with the customer.
The available resolution will depend on product availability, the nature of the complaint, payment status and applicable law.
If a replacement is unavailable, we will communicate the available alternatives.
6. Refund Policy
Refunds may be considered for eligible orders in circumstances such as:
- An order is cancelled and a refund is due.
- A damaged, defective, expired or incorrect product is confirmed.
- An order cannot be fulfilled.
- A return or refund is approved under this policy.
- A refund is otherwise required by applicable law.
Once a refund is approved, we will inform you of the amount and the applicable refund method.
Refunds for online payments will generally be processed to the original payment method where supported by the payment provider. For bank transfers or other payment methods, we may request the information reasonably necessary to complete the refund securely.
The time taken for the amount to appear in your account may depend on your bank, card issuer or payment service provider.
7. Refund Processing Time
We aim to review refund requests as promptly as reasonably possible.
Processing times may vary depending on the nature of the complaint, verification requirements and payment provider procedures.
If your refund has been approved but has not appeared within the timeframe communicated to you, please contact our support team with your order number and refund confirmation details.
Any legally prescribed refund deadlines will be followed where applicable.
8. Order Cancellation
If you wish to cancel an order, contact us as soon as possible after placing it.
- Cancellation requests may be accommodated before the order is dispatched.
- Once an order has been dispatched, cancellation may no longer be possible through the normal order-processing process.
- If an order cannot be cancelled after dispatch, you may contact us to discuss the available options under this policy and applicable law.
- If payment has been received for an order that is cancelled and a refund is due, the refund will be handled in accordance with applicable requirements.
We will communicate the status of your cancellation request where reasonably possible.
9. Shipping Charges and Return Shipping
The treatment of shipping charges depends on the reason for the return, the applicable order terms and applicable law.
Where a product is confirmed to have been damaged, incorrectly supplied or otherwise qualifies for a remedy attributable to fulfilment issues, we will communicate the appropriate return or collection arrangements.
For other return requests, any applicable shipping or collection charges will be communicated before the return is arranged, subject to applicable law.
Our standard shipping charges are:
- Orders below ₹999: ₹50.
- Orders of ₹999 or more: Free shipping, subject to checkout eligibility and applicable offer conditions.
Original shipping charges, return shipping charges and any refund adjustments will be handled in accordance with the applicable order terms and legal requirements.
10. Exchanges
Exchanges may be considered for eligible products, subject to stock availability and the nature of the issue.
If you receive an incorrect or damaged product, contact us before arranging an exchange.
Where an exchange cannot be completed, we will communicate the alternative resolution available under this policy and applicable law.
11. Non-Delivery and Lost Shipments
If your order has not arrived within the estimated delivery period, contact us with your order number.
We will make reasonable efforts to check the shipment status with the courier partner.
If the order is confirmed lost, returned to the sender or otherwise cannot be delivered, we will review the circumstances and communicate the appropriate next steps, including any refund or re-delivery options available under applicable law.
12. Refunds for Promotional Orders
If you purchased products using a discount code, promotional offer or bundle, any refund will be calculated based on the applicable order details and the portion of the order affected.
Where an order contains multiple items, a partial refund may be appropriate for an eligible issue affecting only one or more items.
Any adjustment to discounts, shipping charges or promotional benefits will be made in accordance with the disclosed offer terms and applicable law.
13. Customer Responsibilities
To help us resolve complaints efficiently, please:
- Provide accurate order and contact details.
- Report product issues promptly.
- Share genuine and relevant photographs or information.
- Retain affected products and packaging until the review is complete.
- Follow the return or collection instructions provided by our support team.
Providing incomplete information may delay the review of a complaint, but will not remove any rights available to you under applicable law.
14. Consumer Rights
This policy is intended to explain our standard returns and refund procedures. It does not exclude, restrict or replace any consumer rights, statutory guarantees or legal remedies that cannot lawfully be excluded under Indian law.
Where a provision of this policy conflicts with applicable law, the applicable legal requirements will prevail.
15. Changes to This Policy
Live & Pure may update this Refund and Returns Policy to reflect changes in our products, fulfilment procedures or legal requirements.
Any revised policy will be published on this page with an updated effective or last-updated date.
Changes will apply in accordance with applicable law and will not remove rights that have already accrued to customers.
16. Contact Us
For return requests, replacement assistance, refund enquiries or complaints about an order, please contact us:
Brand: Live & Pure
Email: info@liveandpure.in
Phone: +91 9145959531
Website: https://liveandpure.in/contact-us/
Please include your order number and registered contact details when contacting us about an existing order.
We appreciate your trust in Live & Pure and will make reasonable efforts to address your concerns fairly and efficiently.