Refund policy

Replacement, Return, and Cancellation Policy

This policy is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws in India. By placing an order on myaistra.com, you agree to be bound by the terms below.

1. Replacement (for Rejection, Damage, or Loss of Goods in Transit)

1.1 Except as expressly stated in this policy or any applicable returns policy on the website, and subject to any non-excludable statutory rights under applicable law, Aistra shall not be held liable, and the customer shall not be entitled to reject products, except in the following circumstances:

(a) In the event of damage to or loss of products or any part thereof during transit, provided such transit is via Aistra’s own logistics or through a courier company appointed by Aistra, and such damage or loss is notified in writing by the customer to Aistra within forty-eight (48) hours of receipt of the products;

(b) In the event of manufacturing defects in the products (not being defects resulting from any act, omission, negligence, or misuse by the customer), provided such defect is notified in writing by the customer to Aistra within forty-eight (48) hours of receipt of the products and accompanied by supporting images and videos evidencing the defect.

1.2 In the event of product shortage, delivery failure, or verified defect or damage, Aistra shall, at its sole discretion and in accordance with this policy and any applicable return policies:

(a) in the case of product shortage or non-delivery, make good such shortage or complete the delivery of the missing product(s); and/or

(b) in the case of product damage or defect, either:

(i) replace or repair the product upon receipt and inspection of the returned product; or

(ii) refund the price paid for the product found to be damaged or defective.

1.3 The customer’s right to seek replacement of defective products shall be void or considered forfeited under the following circumstances:

(a) where the products have been altered, tampered with, or modified by any party other than the manufacturer, Aistra, or an authorised agent;

(b) where the alleged defective products are not returned to Aistra within forty-eight (48) hours of delivery, along with a written description of the defects and relevant photo and video evidence;

(c) where the defects are caused wholly or partially by mishandling, misuse, improper storage, or failure to follow the manufacturer’s instructions or guidelines issued by Aistra at the time of delivery.

2. Process for Return or Refund

2.1 Aistra allows return requests within forty-eight (48) hours of product delivery. The customer must email info@myaistra.com within the specified period, providing the reason for return along with supporting images and videos.

2.2 Requests received after forty-eight (48) hours from the date of delivery shall not be accepted or processed.

2.3 If the return request is approved, Aistra will arrange for the pickup of the product from the original delivery address. The returned item must be unused, unopened, and in its original packaging.

2.4 Upon receipt of the returned product at Aistra’s warehouse, the product will be inspected. If the return claim is accepted based on the inspection and the supporting evidence, a refund shall be initiated and credited to the original mode of payment within a period of fifteen (15) to twenty(20) working days.

3. Process for Replacement

3.1 Replacement requests must also be raised within forty-eight (48) hours of product delivery by writing to info@myaistra.com with a description of the issue and relevant images and videos.

3.2 Requests made beyond forty-eight (48) hours from delivery will not be entertained.

3.3 Upon acceptance of the request, Aistra will arrange for the product to be collected from the customer. After inspection of the returned product and evaluation of the provided media, if the replacement is approved, the replacement product shall be shipped within twenty-four (24) to forty-eight (48) business hours.

4. Cancellations

4.1 Cancellations by Aistra
Aistra reserves the right to cancel or refuse any order for any reason, including but not limited to:

(a) limitations on product availability or quantity;

(b) inaccuracies or errors in pricing or product descriptions;

(c) suspected fraudulent activity or other issues identified by our credit or fraud prevention team;

(d) requirement for additional verification or information before accepting any order.

4.2 In the event that Aistra cancels an order after the customer’s payment has been processed, the amount paid shall be refunded to the original payment method within a reasonable time.

4.3 Cancellations by the Customer
Customers may request to cancel an order within twenty-four (24) hours from the time the order is placed. Aistra, at its sole discretion, reserves the right to accept or reject any such cancellation request.

4.4 If the cancellation request is approved and the order has not yet been processed or dispatched, the full order amount shall be refunded to the customer within fifteen (15) to twenty (20) working days.

4.5 Orders that have already been processed, packed, or shipped are not eligible for cancellation. Aistra’s decision in determining the status of an order shall be final, and the customer agrees not to dispute the same.

5. Contact Information

For any queries or concerns related to returns, replacements, cancellations, or refunds, customers may contact Aistra at info@myaistra.com

Last Updated: 19th July 2025