Cancellations and Refunds

Our Commitment

At Ashra, we want you to be completely satisfied with your purchase. If you're not happy with your order for any reason, we've made our cancellation and refund process as simple and hassle-free as possible.

Order Cancellation

You can easily cancel your order before it ships:

• Before Shipment: Orders can be cancelled at no charge until they are dispatched. Simply contact our support team with your order number.
• Same-Day Cancellation: Orders placed and cancelled on the same business day are always eligible for full cancellation.
• After Shipment: Once your order has been shipped, it cannot be cancelled. However, you may return the product after delivery per our return policy below.

Return Policy

We offer a 30-day return window from the date of delivery:

• Eligibility: Products must be unused, in original packaging, and in resalable condition. Products that have been installed, used, or damaged by the customer may not be eligible for return.
• Return Process: Contact our support team to initiate a return. We'll provide you with a return authorization number and instructions.
• Packaging: Please ensure items are securely packaged to prevent damage during return shipping.

Refund Process

Once we receive your returned item:

• Inspection: Our team will inspect the returned product within 2-3 business days.
• Refund Initiation: If approved, your refund will be processed to the original payment method within 5-7 business days.
• Bank Processing: Depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account.
• Refund Amount: Refunds include the product price. Original shipping charges are non-refundable unless the return is due to our error or a defective product.

Defective or Wrong Items

If you receive a defective or incorrect product:

• Contact us immediately (within 48 hours of delivery is preferred)
• We'll arrange for a free return pickup or provide a prepaid shipping label
• You can choose between a full refund or a replacement product
• Original shipping charges will be refunded for defective/wrong items

Exchange Policy

We currently do not offer direct exchanges. If you need a different product, please return the original item for a refund and place a new order. This ensures the fastest processing time and allows you to get exactly what you need.

Non-Returnable Items

The following items cannot be returned:

• Products that have been installed or used
• Products damaged due to misuse, accidents, or negligence
• Products returned without original packaging
• Custom or special-order items (unless defective)
• Products returned after the 30-day return window

Return Shipping Costs

For standard returns (change of mind, ordered wrong product, etc.), the customer is responsible for return shipping costs. For returns due to our error (wrong item, defective product), we will cover the return shipping costs.

How to Contact Us

To cancel an order or initiate a return, please contact our support team:

• Email: support@ashra-filter.com
• Include your order number, email address, and reason for cancellation/return
• Our team will respond within 1 business day