1.     Introduction

This Return & Warranty Policy (“Policy”) outlines the terms under which Alphatec Audio Video Private Limited, the exclusive authorized distributor of Audio Pro audio equipments (“products”) in India, accepts returns, handles replacements, and provides warranty support for products purchased through the official website www.audioproindia.com

By placing an order on our website, you acknowledge and agree to the terms stated below.

2.     Eligibility for Returns

We accept returns only under the following circumstances:

a.     Damaged in Transit

If your product arrives physically damaged, the issue must be reported within 48 hours of delivery, along with:

• Clear photographs/videos of the packaging and the product
• Description of the damage
• Order ID & invoice copy

Failure to report transit damage within the specified timeframe may result in denial of the return claim.

b.    Wrong Item Delivered

If you receive a product that is different from what you ordered, you must notify us within 48 hours of delivery. The product must remain:

• Unused
• In original packaging manuals & labels intact.

3.     Non-Returnable Items

• Due to the nature of use and hygiene/handling standards, the following cannot be returned once opened:
• Products showing signs of use or wear
• Products damaged due to improper handling or voltage issues
• Items with missing accessories, manuals, or packaging
• Products purchased during clearance or promotional sale
• Items damaged after delivery due to customer mishandling
• Wireless or battery-based items impacted by software or connectivity environment not caused by the device
• Products returned without meeting the required conditions will be rejected and returned to the customer.

4.     Return Request Process

a.     Initiating a Return Request

Customers must submit a return request within the applicable return window by contacting our Customer Support Team through email id info@alphatec.co.in .

The following information must be provided:

• Order ID and date of purchase
• Product name and serial number
• Detailed description of the issue
• Clear photos/videos showing the defect, damage, or incorrect item
• Unboxing video (if available), especially for damage claims.

b.    Initial Assessment & Verification

Upon receiving your request:

• Our support team will review the claim and may request additional images, videos, or troubleshooting steps.
• For wrong-item deliveries, we will verify SKU and serial numbers to confirm the mismatch.

c.     Approval or Rejection of Return Request

After assessment

Approved Requests:

You will receive confirmation through email along with instructions for pickup, packaging requirements, and expected timelines.

Rejected Requests:

If the issue does not meet our return criteria (e.g., physical damage caused after delivery, missing accessories, misuse), we will notify you with detailed reasons.

4.4 Preparing the Product for Pickup

For approved returns:

The product must be packed securely in its original packaging, including:

• Outer box
• Inner protection materials (thermocol, foam, etc)
• All original accessories
• User manuals, warranty cards, and labels
• Items returned without complete packaging or accessories may be rejected.

Customers are responsible for ensuring the product is properly packed to avoid damage during transit.

4.5 Pickup and Transit

A pickup will be scheduled through one of our logistics partners, depending on serviceability.

Pickup attempts are generally made within 2–5 business days.

If the courier is unable to pick up the shipment after two attempts due to customer unavailability, the return request may be cancelled.

4.6 Inspection at our Facility

Once we receive the returned product at our warehouse:

It undergoes a quality check and issue verification, which may take 3–7 business days.

After inspection, we will update you regarding approval, rejection, replacement.

5. Warranty Coverage and Exclusions

All products sold through our official India website come with an official manufacturer-backed limited warranty, valid only within India.

Unless otherwise specified:

• Speakers / Wireless Speakers / Multiroom Systems: 1-year limited warranty
• Subwoofers / High-Power Units: 1-year limited warranty
• Accessories, Cables, Adapters: No warranty, unless explicitly stated on the product page

Kindly note that the warranty period begins from the date of original purchase as mentioned on the invoice.

5.1 Warranty Coverage

The warranty covers the following manufacturing and functional defects:

• Internal component failure
• Power or charging issues not caused by misuse
• Bluetooth/Wi-Fi connectivity failure (hardware-related)
• Audio distortion or channel failure due to internal defect
• Firmware malfunction directly related to the device hardware
• Faulty buttons, ports, or controls
• Any defect arising solely from manufacturing or internal component issues

5.2 Warranty Exclusions

This warranty does not apply to issues resulting from misuse, external factors, or damage not caused by manufacturing defect.

Non-covered scenarios include:

Physical or External Damage

• Cracks, dents, bends, impact damage, or broken housings
• Damage from drops, accidents, or improper handling
• Water or liquid damage (unless specified as water-resistant)
• Scratches, discoloration, or cosmetic wear and tear

Electrical & Environmental Damage

• Damage caused by power fluctuations, surge, improper grounding
• Use of non-compatible power adapters, chargers, or accessories
• Damage caused by heat exposure, dust ingress, moisture, or corrosion

Unauthorized Modifications or Tampering

• Opening the unit, repairing at unauthorized centres
• Removal or tampering of serial numbers or labels
• Use of unofficial firmware or software modifications

Usage-Related Conditions

Sound quality preferences (bass/treble not meeting expectations)

Issues arising due to third-party installations (apps, streaming platforms)

• Connectivity issues caused by customer’s Wi-Fi/Bluetooth environment

Consumables & Accessories

• Cables, charging cords, adapters, stands
• Batteries where applicable (unless explicitly covered)

6. Warranty Validity Conditions

Warranty is valid only when:

• Product is purchased from our official website or authorised sales partners in India
• A valid invoice is presented
• Product serial number is intact and matches our records

Warranty is non-transferable and applies only to the original purchaser.

7. Out-of-Warranty Service

For products outside the warranty period or not eligible for warranty support:

• Paid repair service may be offered (subject to availability of spare parts)
• Diagnostic charges may apply
• Repair quotes will be provided before proceeding

8. Repair, Replacement, or Rejection

After inspection:

8.1 Repair

If the defect can be repaired, our authorised service centre will repair and return the unit.

8.2 Replacement

If the defect is irreparable or repeatedly recurring, a replacement may be provided. Replacement may be:

• A new unit
• An equivalent or superior model (if original is discontinued)

Decision is based on availability and manufacturer guidelines.

8.3 Warranty Claim Rejection

A claim may be rejected if:

• Product shows signs of misuse or external damage
• Serial number is tampered/removed
• Defect is not covered under warranty
• Product was purchased from an unauthorised seller
• Product returned without required accessories

9. Limitation of Liability

Under no circumstances shall we be liable for:

• Loss of data
• Loss of use
• Loss of profit or any indirect damages
• Issues arising from third-party accessories or software

Warranty is strictly limited to repair/replacement of the defective product.

10. Customer Support

For any queries, contact: info@alphatec.co.in

Please quote your order ID and tracking number for faster assistance.

11. Policy Updates

We may update this Policy from time to time. The latest version will be available on the website immediately.