1. Scope and the nature of what we supply
Asteya supplies mechanical, electrical and electromechanical components, systems and assemblies for railway and aerospace programmes. This work is predominantly made to order and engineered to a customer's specification, and is often safety-related.
That has two consequences for returns. First, we do not offer change-of-mind or trial returns — a part manufactured to one customer's drawing has no value to another. Second, because these parts go into safety-critical assets, returns are handled through a controlled, documented process rather than by simply sending goods back.
This policy covers physical goods. Money is dealt with in our Refund Policy; delivery and risk in our Shipping Policy.
A signed contract takes precedence over this page. Where a purchase order, supply contract or quality agreement sets out its own inspection regime, rejection procedure, concession process or warranty period, that document applies instead of this policy to the extent of any inconsistency.
2. When we will accept a return
We accept returns where:
- the goods do not conform to the specification, drawing or tolerances agreed in writing;
- the wrong item or wrong quantity was supplied against the order;
- the goods were damaged in transit, where risk in transit sat with us under the agreed delivery term;
- the goods fail within the warranty period for a reason covered by the warranty in clause 8 of our Terms and Conditions; or
- the goods are surplus to a shipment we over-supplied in error.
3. When we will not accept a return
- Change of mind, ordering the wrong part, or a change in your own programme requirements.
- Made-to-order, custom-manufactured or bespoke items that conform to the agreed specification.
- Bespoke tooling, jigs, fixtures and patterns.
- Goods that have been installed, commissioned, put into service, modified, machined, painted, coated or reworked — unless the defect could only have become apparent on installation or in service.
- Goods damaged by incorrect storage, handling, installation or operation outside agreed conditions.
- Goods that failed because of a design, specification or material you supplied or mandated.
- Fair wear and tear, and consumable items.
- Goods returned without prior written return authorisation (see clause 5).
- Goods where the notification windows in clause 4 have passed.
4. Time limits for telling us
These windows matter. Transit claims in particular are governed by carriers' own strict time limits, and a late notification can defeat a valid claim.
| Issue | Notify us within |
|---|---|
| Visible transit damage or packaging damage | 48 hours, and note it on the carrier's delivery documentation at the time of delivery |
| Shortage, over-supply or wrong item | 7 calendar days |
| Non-conformity found on goods-inward inspection | 30 calendar days |
| Latent defect or in-service failure | Promptly on discovery, and within the warranty period — 12 months from delivery unless a different period is agreed in writing |
Please do not install or put into service any item you believe to be non-conforming, and keep the original packaging and any transit-damage evidence until the claim is settled.
5. Return authorisation — required before you send anything
Do not return goods before we have authorised it in writing. Unauthorised returns may be refused, and we cannot accept responsibility for goods sent to us without authorisation.
Email accounts@asteyatechnologies.co.in with the subject line "Return authorisation request", including:
- your organisation and contact details;
- our invoice, delivery-note or order number, and your purchase order reference;
- the part number, drawing number and revision, and the quantity affected;
- batch, heat, serial or traceability numbers where the part carries them;
- a description of the problem, with photographs;
- measurement or inspection results where the issue is dimensional or a non-conformity;
- for in-service failures, the date of installation, operating hours or mileage, and the circumstances of failure.
We acknowledge requests within 3 business days. If the return is approved we issue a written return authorisation with a reference number, the return address and any handling instructions. Please mark that reference clearly on the outside of the packaging and include a copy of the authorisation with the goods.
6. Packing and returning the goods
- Return goods in their original packaging where possible, or packaging of equivalent protection. Precision and machined surfaces must be protected against damage and corrosion in transit.
- Include all documentation supplied with the goods, including any certificates of conformity, material certificates and test reports.
- Where the goods have been in service, they must be clean and free of contamination, and you must tell us of any hazardous residue, fluid or contamination so they can be handled safely.
- Send returns only to the address stated on the return authorisation. Do not send goods to our registered office unless we have said so.
- Risk in returned goods remains with you until we receive them, so please use a tracked and adequately insured service.
7. Who pays the return freight
| Reason for return | Return freight | Replacement freight |
|---|---|---|
| Our error — non-conforming, wrong item, over-supply | Asteya | Asteya |
| Transit damage where risk sat with us | Asteya | Asteya |
| Valid warranty failure | Asteya | Asteya |
| Return accepted at our discretion for another reason | Customer | Customer |
| Returned goods found on inspection to conform | Customer, including our inspection cost and return of the goods to you | Not applicable |
For international returns, please contact us before shipping so we can advise on documentation. Goods must be declared correctly as returned goods, and any import duty or clearance charge arising from an incorrect declaration is the responsibility of the party that made it.
8. Inspection and our decision
We inspect returned goods on receipt and, where appropriate, carry out dimensional, functional or metallurgical investigation. We aim to complete inspection and tell you the outcome within 10 business days of receiving the goods. Where an independent test house or root-cause investigation is needed, it can take longer, and we will tell you the expected timescale.
Where the claim is upheld, our remedy is — at our option — to repair the goods, replace them, or issue a credit or refund of the price of the affected goods. Where the claim is not upheld, we will explain why and return the goods to you at your cost.
9. Concessions
In some cases goods that deviate slightly from specification may still be fit for your application. If you wish to accept them under a written concession or deviation permit, we can agree that instead of a return, together with any price adjustment. A concession applies only to the specific batch identified in it and does not change the agreed specification for future supply.
10. Restocking charge
Where we agree at our discretion to accept a return that is not our error, and the goods are standard catalogue items in resaleable condition, we may apply a restocking and re-inspection charge, deducted from any credit. We will tell you the amount before you return the goods, so you can decide.
11. Disagreements
If you disagree with our decision on a return, reply asking for escalation. We will have it reviewed by someone not involved in the original decision and respond within 15 business days. Unresolved disputes are subject to clause 16 (Governing law and jurisdiction) of our Terms and Conditions.
12. Related policies
13. Grievance Officer
If a return or warranty claim is not resolved to your satisfaction, you may escalate it to our grievance officer, whose details are published below in accordance with applicable law.
- Name of the office
- Head Office
- Designation
- Director
- Name and address of the company
-
ASTEYA PRIVATE LIMITED
Unit 149, MIG Phase-1, BHEL, Mig Colony, Ramachandrapuram, Medak-502032, Telangana, India - accounts@asteyatechnologies.co.in
- Phone
- +91 8523045736
- Working hours
- Monday to Friday, 9:00 to 18:00 IST
We acknowledge grievances within 7 business days of receipt and aim to resolve them within 30 days.
Contact us
Phone: +91 8523045736
Time: Monday – Friday (9:00 – 18:00) IST
Email: accounts@asteyatechnologies.co.in
ASTEYA PRIVATE LIMITED
Unit 149, MIG Phase-1, BHEL, Mig Colony, Ramachandrapuram,
Medak-502032, Telangana, India
CIN: U71100TS2026PTC219842
Please do not send returns to this address unless the return authorisation tells you to.