Return & Refund Policy
Transparent guidelines for pre-booking cancellations, deposit returns, vehicle inspection standards, and warranty coverage at astarkerala.in.
1 Scope of This Policy
This policy applies to all Astar products — electric scooters, electric rickshaws, lithium battery packs, lead-acid batteries, EV chargers, and genuine EV spare parts — ordered through astarkerala.in or through authorized Astar Kerala dealerships.
2 100% Pre-Booking Deposit Refund Guarantee
We understand that your requirements may evolve. When placing an advance vehicle booking on astarkerala.in:
- Full Refund Before Registration: You may cancel your online vehicle pre-booking at any time before vehicle chassis invoicing and permanent Regional Transport Office (RTO) registration.
- Zero Deduction Penalty: 100% of your pre-booking deposit will be credited back with zero cancellation fees or administrative deductions.
- Customer Dashboard Action: You can initiate a cancellation directly via your Customer Dashboard or by reaching out to your regional showroom coordinator.
3 Delivered Product Return Eligibility
A delivered product or accessory is eligible for return or dealer replacement only if:
- It has a verifiable manufacturing defect identified within 7 days of the delivery/invoice date.
- It was received in a damaged condition resulting from transit or packaging fault, documented during the 21-point Pre-Delivery Inspection (PDI).
- The item delivered does not match what was invoiced (wrong model or color variant).
Return requests must be registered within 7 days of purchase. Issues reported after this 7-day period transition seamlessly to comprehensive coverage under the Astar Factory Warranty Program.
4 Non-Returnable Items & Exceptions
The following situations and items are not eligible for return:
- RTO-Registered Vehicles: Once an electric scooter is permanently registered in the buyer's name with state RTO authorities and HSRP number plates are issued, the vehicle cannot be returned under Indian motor vehicle regulations. (Any technical defect is resolved through factory warranty replacement).
- Misuse or Accidental Damage: Products damaged due to accidents, neglect, deep water ingress, stunt riding, or non-recommended charging equipment.
- Tampering & Modifications: Items where the warranty seal, serial number, chassis plate, or battery BMS wiring has been modified or serviced by unauthorized mechanics.
- Consumables in Service: Consumable wear parts (brake pads, tires, bulbs) once put into road use.
- Used Batteries: Batteries that have been deep-discharged, subjected to water immersion, or damaged through incompatible chargers.
5 How to Initiate a Return or Cancellation
To request a booking cancellation or product inspection:
- For Online Bookings: Log in to your Customer Dashboard, click on your Active Order, and select “Cancel Pre-Booking”.
- For Dealership Orders: Contact the authorized Astar dealer from whom the vehicle was ordered within 7 days of purchase, presenting your original tax invoice and inspection notes.
- Direct Support Desk: You may also email adminev@astarkerala.in with your Order ID (e.g.
AST-XXXXXX) and registered phone number.
6 Refund Processing Timelines
Once your cancellation or return request is verified and approved:
- Online Transactions (UPI, Net Banking, Debit/Credit Card): Refunds are credited directly back to the original source account within 7 to 14 business days.
- Dealership Direct Payments: Showroom payments are refunded via electronic NEFT/IMPS transfer or an Account Payee cheque within 7 business days.
- Financed EMI Orders: If your booking was made in conjunction with vehicle EMI financing, the cancellation and deposit return will follow the partner financial institution's standard statutory processing timeline.
7 Warranty Claims
If any technical concern arises after the initial 7-day window, it is supported 100% under the Astar Factory Warranty Program:
- Warranty service is available across all authorized Astar dealerships and service hubs in Kerala.
- Only 100% genuine OEM spare parts and certified battery diagnostics are used.
- Battery and charger warranty coverage remains valid when the scooter is maintained as per operating guidelines and charged with the supplied Astar smart charger.
8 Customer Billing & Refund Desk
Our Kerala customer relations and accounts desk is available to assist you Monday through Saturday:
Email: adminev@astarkerala.in
Helpline: +91 79079 13682 (10:00 AM – 5:00 PM IST)
Regional Touchpoint: Ernakulam / Aluva Highway Flagship 3S Hub, Kerala