Refund and Return Policy
When and how you can return a product bought from the Atreyo store
Effective Date: 31 August 2026 · Version 2.2
This Policy describes when a product ordered from our store at www.atreyo.in may be returned, and how any refund, replacement, or repair will be handled. It is a part of our Terms & Conditions and follows the framework set by the Consumer Protection (E-Commerce) Rules, 2020, particularly Rule 6.
Because our products are industrial hardware — used in field deployments, integrated into larger systems, and often installed by engineers — the return conditions are drafted narrowly. We will always try to make things right when there is a real problem; we cannot however accept returns simply because a specification did not suit an application after installation.
1. What we will take back
Within 7 (seven) days of the delivery date, you can ask us to take a product back if:
• it does not power on, or fails to operate to its published specification, straight out of the box;
• it was visibly damaged in transit;
• we shipped you a different SKU from the one you ordered;
• accessories, cables, or documentation stated on the listing as included were missing.
In each of these cases the return, replacement, or refund is at our cost.
2. What we cannot take back
The following are not eligible for return under this Policy:
• change of mind — for example, you decided the product isn't what you needed;
• installation or configuration errors, incompatibility with your existing system, or the product working differently in your environment from how you expected;
• damage caused by the customer after delivery — accidental drops, incorrect wiring, over-voltage, environmental exposure outside rated conditions;
• products that show signs of dismantling, unauthorised modification, or removal of tamper seals (except where the seal was broken to diagnose a claimed defect on our authorisation);
• consumables and accessories that have been opened or used, unless the defect claim is verifiable;
• custom-configured or built-to-order units, except in the case of a manufacturing defect;
• requests received after the 7-day window (which then move to the Warranty & Support Policy, if within the warranty period);
• products purchased through Atreyo's distributors, dealers, or other channel partners — please contact your original seller.
3. Getting a return started
Write to us at support@atreyo.in within 7 days of delivery. In the mail please include:
• your order number and date of delivery;
• the product name and serial number (visible on the label);
• a description of the problem;
• clear photographs (or a short video) that show the issue;
• for transit damage, photographs of the outer packaging as delivered.
Our support team will review the claim, often ask a couple of diagnostic questions, and — where the claim is accepted — issue a Return Merchandise Authorisation (RMA) number with return-shipping instructions. Please do not ship the product back without an RMA number; unannounced returns cannot be tracked or processed reliably.
4. Sending the product back
Once you have an RMA:
• pack the product in its original packaging with all supplied accessories, cables, and paperwork;
• write the RMA number clearly on the outer carton;
• use the courier we arrange; keep the AWB slip for your records.
Where the return is at our cost, we cover the pickup and shipping. Where you have chosen to return a product outside this Policy on a goodwill basis (and we have accepted it), the shipping cost is yours.
5. Inspection at our end
We will inspect the returned product within 5 working days of receipt at our facility. If we confirm the defect or transit damage, we will proceed to the remedy described below. If, on inspection, we find that the product is working to specification, or that the damage was caused after delivery, we will let you know with our findings; the product can be returned to you at your cost, or repaired for a quoted fee.
6. Refund, replacement or repair
For an approved claim we will, at our option:
• refund the amount paid for the product to the original payment method — usually within 7 to 14 working days of approval; the time the amount takes to appear in your account depends on your bank or gateway;
• replace the product with an identical unit, subject to stock; if the exact SKU is out of stock we will offer a comparable alternative or refund;
• repair the product, and return it to you at our cost, where repair is clearly the appropriate remedy.
Refunds are made in Indian Rupees to the original payment method. Original shipping charges are refunded only where the entire order was defective or where the ineligibility to complete the sale was ours. Bank charges or gateway fees deducted at the time of the original payment are not received by us and are therefore not part of the refund.
7. After the 7-day window
For issues that surface after the 7-day window but within the warranty period, please look at our Warranty & Support Policy. Warranty claims are handled through repair or replacement, not through refund.
8. Changes to this Policy
We may update this Policy. The version in force at the time you place an order is the one that governs that order.
How to reach us
For any questions about this document, please contact us at our India office:
• Atreyo Research and Development Pvt. Ltd.
• Registered office: 414, Sunrise Complex, Mansi Cross Road, Ahmedabad — 380052, Gujarat, India
• GSTIN: 24ABFCA4789H1ZF
• Email: support@atreyo.in
• Phone: +91 9727741417 (Mon–Fri, 10:00–18:00 IST, excluding public holidays)
• Website: www.atreyo.in · Technical documentation: docs.atreyo.in