1. Return Period

Eligible products may be returned within 7 calendar days from the date of delivery.

A return request submitted after the applicable return period may not be accepted unless:

  • The product is covered under a valid manufacturer or AREX warranty;
  • The issue is a manufacturing defect that could not reasonably have been detected earlier; or
  • Acceptance is required under applicable consumer law.

2. Conditions for Return

A product will generally be eligible for return only when:

  • It is unused, unwashed, unaltered and in resalable condition;
  • It has not been installed, permanently assembled or modified;
  • All original labels, tags, manuals, accessories, spare parts and warranty cards are included;
  • The original product packaging is intact;
  • The product has not been damaged after delivery;
  • The serial number, barcode or product identification matches our records; and
  • Valid proof of purchase from arexsports.com is provided.

Customers may open the packaging and inspect the product with reasonable care. Products must not be used for training, competition, commercial activity or outdoor play before a change-of-mind return is requested.

3. Damaged, Defective or Incorrect Products

Please contact us when:

  • The product is damaged during transit;
  • The product has a manufacturing defect;
  • An incorrect product, model, colour, size or quantity was delivered;
  • Parts, accessories or components are missing; or
  • The product is materially different from its description on our website.

Such issues should preferably be reported within 48 hours of delivery, and no later than 7 calendar days from delivery, without limiting any statutory rights available to the customer.

To help us verify the issue, please provide:

  • Your order number;
  • Photographs of the product;
  • Photographs of the outer and inner packaging;
  • Photographs of the shipping label;
  • A clear description of the problem; and
  • A short unpacking or demonstration video, where available.

An unpacking video may help us resolve the request faster but will not automatically override rights available under applicable law.

Once the issue is verified, AREX Sports may provide, as appropriate:

  • Replacement of the affected part;
  • Replacement of the complete product;
  • Repair under warranty;
  • Store credit; or
  • A refund.

For verified damaged, defective, incomplete or incorrectly delivered products, eligible return or replacement shipping costs will be borne by AREX Sports.

4. Change-of-Mind Returns

A change-of-mind return may be accepted within the applicable return period when the product remains unused and satisfies all return conditions.

For an approved change-of-mind return:

  • The customer may be responsible for return transportation charges;
  • Any original shipping or delivery charge may be non-refundable;
  • Reverse-pickup charges may be deducted from the refund where disclosed and applicable; and
  • The refund will be issued after the returned product passes inspection.

Change-of-mind returns may not be available for oversized, customised, hygiene-sensitive, clearance or specially procured products.

5. Non-Returnable Products

The following products are generally not returnable unless they are defective, damaged during delivery, incorrectly supplied or otherwise required to be accepted under applicable law:

  • Customised, personalised or made-to-order products;
  • Products specially imported or procured for a customer;
  • Clearance, liquidation or products marked “Final Sale”;
  • Gift cards, vouchers and promotional credits;
  • Consumables and products with a limited usable life;
  • Products with broken hygiene or safety seals;
  • Mouthguards, protective supports and other personal-use products after opening or use;
  • Clothing or wearable products that have been washed, worn, stained or altered;
  • Products showing signs of misuse, impact damage or improper storage;
  • Products damaged due to incorrect installation or assembly;
  • Electronic components or spare parts after installation;
  • Products without original packaging, accessories, labels or identification;
  • Products damaged by water, heat, chemicals, sharp objects, excessive pressure or unauthorised repair; and
  • Free promotional products supplied as part of an offer.

This exclusion does not apply where a product has a verified manufacturing defect or where applicable law requires another remedy.

6. Inflatable and Large Sports Equipment

Products such as air tracks, inflatable training equipment, table-tennis tables, gym equipment, goals and other large products require careful inspection on delivery.

Customers should check such products for:

  • Visible transit damage;
  • Missing parts;
  • Valve or air-leak issues;
  • Frame or surface damage;
  • Alignment problems; and
  • Incorrect dimensions or model.

Inflatable products may be inflated for inspection. They should not be used for training, jumping or outdoor activities before a return request is raised.

Normal air-pressure variation caused by temperature changes, improper valve closure, incorrect inflation, punctures caused after delivery or use on unsuitable surfaces will not normally be treated as manufacturing defects.

For large products, reverse pickup may require additional time depending on location, packaging and transport availability.

7. Size Exchanges

A size exchange may be offered for eligible apparel, protective gear or wearable products, subject to stock availability.

The product must be:

  • Unused and unwashed;
  • Free from stains, odour and signs of wear;
  • Returned with all tags and packaging; and
  • Requested within the applicable return period.

Where the requested size is unavailable, we may offer store credit or a refund in accordance with this policy.

Price differences between the original and replacement product may need to be paid or refunded, as applicable.

8. How to Request a Return or Replacement

To submit a request, contact us using the details provided at the end of this policy.

Please include:

  • Customer name;
  • Order number;
  • Registered email address or telephone number;
  • Product name;
  • Reason for the request;
  • Preferred resolution;
  • Relevant photographs or video; and
  • Pickup address, where different from the delivery address.

Our support team will review the request and provide return instructions. Products sent back without authorisation may be delayed, refused or returned to the customer.

9. Return Pickup and Packaging

Where reverse pickup is available, the customer must:

  • Repack the product securely;
  • Include all accessories, manuals, parts and promotional items;
  • Use the original packaging wherever reasonably possible;
  • Remove or cover old shipping labels; and
  • Hand over the correct product to the authorised courier.

Reverse pickup depends on courier serviceability. Where pickup is unavailable, the customer may be asked to send the product to our designated return address.

The customer should not send a product through a self-arranged courier without receiving confirmation and return instructions from AREX Sports.

10. Product Inspection

All returned products are inspected after receipt.

The inspection may verify:

  • Product identity and serial number;
  • Completeness of accessories and components;
  • Physical condition;
  • Evidence of use, installation or damage;
  • Packaging condition; and
  • The reason stated in the return request.

Inspection is normally completed within 3 to 5 business days after the returned product reaches our facility.

Where the product fails inspection, we may:

  • Reject the return;
  • Reduce the refundable amount to reflect missing items or customer-caused damage, where legally permissible; or
  • Send the product back to the customer.

We will communicate the reason when a return is rejected or adjusted.

11. Replacement Process

Approved replacements are subject to product availability.

A replacement will generally be dispatched after:

  • The returned product has been collected or received;
  • The reported issue has been verified; and
  • The replacement request has been approved.

In suitable cases, AREX Sports may dispatch a replacement part instead of replacing the complete product.

Where the same product is unavailable, we may offer:

  • An equivalent product;
  • Store credit; or
  • A refund.

A replacement product does not create a new return period unless stated otherwise. Any remaining warranty continues according to the original purchase date or applicable warranty terms.

12. Refund Process

Once a return is received, inspected and approved, the refund will be initiated within 5 to 7 business days.

Refunds for prepaid orders will normally be issued to the original payment method.

Depending on the payment provider, card issuer or bank, the refunded amount may take an additional 5 to 10 business days to appear in the customer’s account.

For Cash on Delivery orders, an approved refund may be processed through:

  • Bank transfer;
  • UPI transfer; or
  • Another mutually agreed payment method.

The customer must provide accurate account information. AREX Sports will not be responsible for delays or losses caused by incorrect bank or UPI details supplied by the customer.

13. Refundable Amount

For verified defective, damaged, incomplete or incorrectly delivered products, the approved refund may include:

  • The product price;
  • Applicable taxes; and
  • Original standard delivery charges, where appropriate.

For an approved change-of-mind return, the following may be excluded or deducted where applicable:

  • Original shipping charges;
  • Reverse-pickup or return transportation charges;
  • Cash on Delivery handling charges;
  • Gift-wrapping charges;
  • Expedited or special-delivery charges; and
  • The value of missing accessories, promotional items or customer-caused damage.

No deduction will be made in a manner prohibited by applicable law.

14. Partial Refunds

A partial refund may be considered where:

  • Only part of a multi-item order is returned;
  • A component is missing;
  • A promotional bundle is partially returned;
  • A free item is not returned;
  • The product has suffered customer-caused damage; or
  • The product’s value has been reduced due to use beyond reasonable inspection.

The customer will be informed before a partial refund is processed.

15. Bundles, Offers and Free Gifts

Products purchased as part of a bundle or promotional offer should generally be returned together.

Where only one item from a bundle is returned:

  • The promotional discount may be recalculated;
  • The customer may be refunded based on the revised individual-item price; and
  • The value of an unreturned free gift may be deducted from the refund.

Free gifts may not be independently returned or exchanged unless they are defective.

16. Order Cancellation

Orders may be cancelled before dispatch by contacting customer support or using the cancellation option available on the website.

Once an order has been dispatched:

  • Cancellation may no longer be possible;
  • The customer may refuse delivery where permitted; or
  • The customer may request a return after delivery, subject to this policy.

AREX Sports will not impose a cancellation charge in a manner inconsistent with applicable e-commerce law. Any disclosed logistics costs for a voluntary post-dispatch cancellation or refused delivery may be deducted only where legally permissible.

Customised, made-to-order or specially procured products cannot normally be cancelled after production or procurement has started.

17. Refused and Undeliverable Orders

Where an order is refused without a verified product or delivery issue, or cannot be delivered because of an incorrect address, repeated customer unavailability or failure to respond:

  • Actual forward and return transportation costs may be deducted from the refund, where legally permissible;
  • Cash on Delivery availability may be restricted for future orders; and
  • Re-dispatch may require advance payment of additional shipping charges.

18. Warranty Claims

Returns and warranty claims are separate processes.

After the standard return period, products covered by a warranty will be handled according to the applicable warranty terms. A warranty remedy may include:

  • Inspection;
  • Repair;
  • Replacement of parts;
  • Replacement of the product; or
  • Another remedy stated in the warranty.

Warranty coverage does not normally include:

  • Normal wear and tear;
  • Cosmetic damage that does not affect performance;
  • Damage caused by misuse or overloading;
  • Improper assembly, storage or maintenance;
  • Commercial use where the product is intended for personal use;
  • Accidental damage;
  • Unauthorised modification or repair; or
  • Damage caused by failure to follow the user manual.

19. Refund Delays

Where an approved refund has not appeared after the expected processing period, customers should:

  1. Check the original payment account;
  2. Contact their bank, card issuer or UPI provider; and
  3. Contact AREX Sports with the order number and refund reference.

We will assist in tracing the transaction where possible.

20. Return Abuse and Fraud Prevention

AREX Sports reserves the right to investigate or refuse requests involving:

  • Substitution of products;
  • False claims;
  • Altered serial numbers;
  • Repeated excessive returns;
  • Deliberate product damage;
  • Missing components;
  • Fabricated evidence; or
  • Other suspected fraudulent activity.

This provision will be applied fairly and will not limit genuine consumer rights.

21. Statutory Rights

Nothing in this policy is intended to exclude, restrict or override any non-excludable rights or remedies available to consumers under the laws of India.

Where any provision of this policy conflicts with applicable law, the applicable legal requirement will prevail.