Returns Policy

Aasraa mobility products are generally non-returnable once delivered.

Due to hygiene, safety, and medical-use considerations, we do not offer standard returns for change of mind, personal preference, or general dissatisfaction.

However, we understand that exceptional circumstances may arise. In rare cases where a customer is extremely dissatisfied with a product, Aasraa may consider a return request, subject to individual review and approval.

All discretionary return requests must be raised within 3 calendar days of delivery.

Submitting a return request does not automatically guarantee approval. A return will be accepted only after Aasraa has reviewed the circumstances and expressly approved the request.

This discretionary return provision is separate from the exchange process for verified manufacturing defects or transit-related damage.

If a discretionary return is approved, the following conditions apply:

• Return window: The product must be made available for return within a maximum of 3 calendar days from receipt, in accordance with the arrangements communicated by Aasraa.
• Original packaging: The product must be securely packed in its original box, with all components, accessories, manuals, warranty cards, and other included items properly packed as received.
• Product condition: The product must not show signs of misuse, alteration, tampering, damage, or excessive wear.
• Return docket: Aasraa will provide a return shipping docket, which the customer must securely attach to the original shipping box as instructed.
• Return coordination: Aasraa will coordinate the approved return pickup or shipping arrangements. Customers must follow the instructions provided by the support team.
• Return fee: A fee equivalent to 10% of the product cost will be deducted from the refund. This covers applicable commissions, payment gateway charges, shipping, and handling expenses.
• Damage deductions: If the returned product is found to be damaged or components are missing, the reasonable actual cost of the damage or missing items may also be deducted. Aasraa will inform the customer of the assessed deductions.
• Quality inspection: All returned products will undergo an inspection after reaching Aasraa. Refund approval and the final refundable amount will be determined following this inspection.

Approved refunds will be processed within 7 days after Aasraa receives and inspects the returned product, subject to successful verification and applicable deductions.

Customers must not arrange independent return shipping without prior instructions and approval from Aasraa.

Aasraa offers exchanges in genuine cases involving manufacturing defects or damage during transportation.

An exchange request must be raised within 7 calendar days from the date of delivery, subject to verification and the conditions outlined below.

To qualify for an exchange:

• The product must have a genuine manufacturing defect or verified transit-related damage.
• The customer must provide relevant order details, including the invoice number, product batch number or serial number where applicable, and a description of the issue.
• An unboxing video must be provided, along with relevant photographs, videos, or other supporting evidence requested by Aasraa.
• The product must be returned with its original accessories, manuals, warranty cards, components, and packaging, wherever reasonably possible.
• The product must not have been altered, tampered with, misused, or damaged through improper handling.
• The exchange request must pass the mandatory quality inspection conducted by Aasraa.

Normal handling required to identify a manufacturing defect will not, by itself, disqualify an otherwise valid claim.

Products that do not meet the applicable eligibility conditions may not qualify for exchange.

A product may be exchanged once under this policy. Any subsequent manufacturing defect will be assessed under the applicable product warranty and statutory consumer rights.

Exchanges for verified manufacturing defects or transit-related damage are separate from discretionary returns and are not subject to the 10% return fee.

Customers are requested to record a clear video while unboxing their product, beginning with the unopened package and showing the condition of the packaging, product, and included components.

This helps our support team identify transit damage, missing components, and other delivery-related issues quickly and accurately.

Any visible damage, missing components, incorrect items, component issues, or suspected manufacturing defects must be reported within 7 calendar days of delivery to be considered under the initial exchange and delivery-issue process.

When reporting an issue, customers must share the unboxing video, relevant order details, and any additional photographs or videos requested by the support team.

Where a component is missing or faulty at delivery, and the issue is verified by Aasraa, the affected component will be supplied free of charge, subject to product and component availability.

For major verified manufacturing defects or transit-related damage, Aasraa will arrange an appropriate product exchange without additional charges to the customer.

After the initial 7-day reporting and exchange window, manufacturing defects will be assessed under the applicable product warranty, subject to its terms, conditions, and exclusions.

To initiate a return or exchange request, please follow these steps:

1. Contact our support team: Email admin@peaar.co.in with your order number, invoice number, registered contact details, product details, and a description of the issue.
2. Share supporting evidence: Provide relevant photographs and videos, including the unboxing video for exchange or delivery-related defect claims.
3. Initial assessment: Our support team will connect with you to understand the issue, verify the information provided, and assess the available resolution.
4. Approval and instructions: If the return or exchange is approved, Aasraa will communicate the packaging requirements, return docket, pickup arrangements, and next steps.
5. Product collection: The customer must securely pack the product and make it available for collection according to the instructions provided.
6. Inspection and resolution: Once the product is received and inspected, Aasraa will proceed with the approved exchange, refund, component replacement, or other applicable resolution.

Please do not self-ship a product back to Aasraa without receiving prior return or exchange instructions.

Unauthorised shipments may not be accepted or processed.

Once an exchange is approved, Aasraa will arrange for the defective or damaged product to be collected.

The original product will first be collected and must generally be received and verified before the replacement product is dispatched.

An approved exchange may take approximately 10 to 15 business days to complete, depending on pickup location, logistics, inspection timelines, and replacement stock availability.

All exchanges are subject to stock availability.

If the same model or variant is unavailable, our team will discuss a suitable alternative, replacement timeline, or other appropriate resolution with the customer.

Verified manufacturing-defect and transit-damage exchanges will be arranged without additional exchange or return shipping charges to the customer.

All products received under an approved return or exchange request undergo a quality inspection.

Our team may verify:

• The reported manufacturing defect or transit-related damage.
• The product’s physical condition and functionality.
• The presence of accessories, manuals, warranty cards, and supplied components.
• Signs of misuse, tampering, unauthorised modification, or avoidable damage.
• Whether the product meets the applicable return or exchange eligibility conditions.
• The supporting evidence submitted by the customer.

Aasraa may decline requests that do not meet the applicable eligibility requirements.

If a product fails inspection due to misuse, unauthorised alterations, avoidable damage, missing components, or other ineligible conditions, it may be returned to the customer. Any applicable shipping charges will be communicated in advance.

For discretionary returns, actual damage-related deductions may be applied after informing the customer.

Inspection decisions will be based on the product condition, supporting evidence, applicable policy terms, and relevant warranty conditions.

Refunds are not our standard resolution for manufacturing defects, as Aasraa generally prioritises repair, replacement components, or exchange where appropriate.

However, refunds may be considered in exceptional circumstances, including:

• Repeated verified manufacturing defects where a satisfactory exchange or repair is not feasible.
• Non-availability of a suitable replacement product.
• An approved discretionary return under the 3-day return provision.
• Other exceptional circumstances approved by Aasraa.

For approved refunds:

• The refundable amount will be determined according to the reason for the refund and the applicable circumstances.
• The 10% return fee applies to approved discretionary returns, not automatically to verified manufacturing-defect or transit-damage claims.
• Applicable freight, handling, or damage-related deductions may be considered where appropriate and will be communicated to the customer.
• Refunds will ordinarily be processed to the original mode of payment.
• Refunds will be processed within 7 days after Aasraa receives the returned product and completes the required inspection and approval.
• The time taken for the amount to reflect in the customer’s account may depend on the bank or payment provider.

Refund transactions may appear under Peaar Healthtech LLP, the legal entity operating the Aasraa brand.

If a manufacturing defect is identified or reported after the initial 7-day exchange eligibility period, the issue will be assessed under the applicable product warranty.

Depending on the product’s warranty coverage, condition, and nature of the defect, the resolution may include repair, replacement of a component, or another warranty-supported remedy.

The product warranty remains separate from this Returns Policy and is subject to its own coverage, conditions, limitations, and exclusions.

For detailed warranty coverage and claim procedures, please refer to our Warranty Policy.

We believe that owning a mobility product should come with access to reliable after-sales support.

Aasraa offers replacement components and spare parts for eligible products, subject to availability.

After the warranty period, customers may purchase available spare parts or request paid service support where offered.

Our team will assist customers in identifying compatible components and suitable support options for their products.

Products purchased through third-party platforms such as Amazon or other e-commerce marketplaces are governed by the respective platform’s applicable return, refund, and exchange procedures.

For such purchases, customers should initially contact the platform through which the order was placed.

Aasraa may continue to assist with applicable product warranty support in accordance with the product’s warranty terms.

If you wish to cancel a return or exchange request after raising it:

1. Contact admin@peaar.co.in with your order details as soon as possible.
2. Our team will forward the cancellation request to the relevant department.
3. You will be notified once the cancellation has been successfully processed.

If pickup, shipment, or replacement processing has already commenced, cancellation may be subject to the stage of the process and any applicable logistics arrangements.

• All return and exchange requests must be supported by relevant order information and proof of the issue or circumstances requiring a return.
• Customers are strongly advised to retain the original packaging until the product has been inspected and tested.
• An unboxing video is required for exchange requests relating to manufacturing defects, transit damage, or delivery-related issues. The absence of a video may affect Aasraa’s ability to verify the claim.
• Aasraa may request additional information where reasonably necessary to assess a claim.
• Approval of a discretionary return is not automatic and will be assessed individually.
• Aasraa reserves the right to amend this policy from time to time. The version applicable at the time of purchase and any mandatory legal rights will be respected.
• Any disputes will be subject to the jurisdiction of competent courts in Delhi NCR, as permitted by applicable law.
• Nothing in this policy limits any non-excludable rights or remedies available to customers under applicable Indian consumer protection law.

We understand that mobility products are more than purchases. They support everyday independence, comfort, and confidence.

Our priority is to ensure that genuine product issues are resolved fairly, that customers receive dependable after-sales assistance, and that every interaction with Aasraa reflects the trust placed in us.

Your mobility matters. So does the trust you place in us.

For assistance with returns, exchanges, warranty support, or spare parts, please contact us at admin@peaar.co.in.

Aasraa Mobility