NEW DELHI: ASUS India's online-store terms describe a defective-on-arrival route for hardware failure within 7 working days of the invoice or proof of delivery, where the product cannot be repaired. A replacement is not automatic: authorised troubleshooting and inspection come first, followed by a DOA certificate if the device qualifies.
| Question | What the official terms say |
|---|---|
| Purchase channel | DOA policy applies to units bought from the ASUS India website |
| Failure window | 7 working days from invoice or proof of delivery |
| First action | Use ASUS customer care or an authorised service partner |
| Initial remedy | Attempt to repair and restore the product |
| Return material | Original invoice, packaging and supplied accessories |
| Replacement evidence | Authorised DOA certificate and DOA-sealed unit |
Check which route your problem belongs to
Start with the invoice and the delivery record. The policy describes the failure window using the invoice or proof-of-delivery date. Keep both records available rather than replacing them with the date you first opened the carton. An authorised service team can then assess the claim against the actual purchase and delivery documents.
This route concerns a hardware fault in a product purchased through the ASUS India website. A laptop that works but no longer suits the owner presents a different return question. The DOA section should not be used to promise a refund for a change of mind or for a purchase through an unrelated seller.
ASUS publishes separate material for refurbished purchases. Anyone holding a refurbished invoice should check that section specifically rather than assuming the new-product procedure controls every deadline. The steps here explain the common DOA process set out in the checked India sales and store terms.
Describe the fault before arranging a return
The official sequence begins with a service request and telephone troubleshooting. Unresolved cases proceed to an authorised engineer under the applicable service terms. Describe what the laptop does, when the failure occurs and whether it can be reproduced. A clear symptom description is more useful than a general statement that it is defective.
Keep the service reference with the invoice and serial number. If a failure is intermittent, a written record of the circumstances can help explain it during inspection. These are practical record-keeping steps; they do not replace the engineer's assessment or create a separate entitlement outside the published policy.
The terms say the first attempt is to repair and restore the product. They also say a unit found to have no fault is returned without service charges. The existence of an early complaint therefore does not, by itself, mean that the original laptop will be exchanged for a new one.
Keep the packaging and accessories together
ASUS asks for the defective unit in undamaged condition, with its original packaging and the accessories originally supplied. The invoice is part of the record that must be shown to the service partner. Keep the box, documentation and charger together while the early-failure assessment is still open.
The return instructions call for an invoice copy inside the box, together with the ASUS report number, customer details, serial number, part number and a description of the failure. Prepare that information as a clear inventory for the service handover, and retain a copy for your own records.
The conditions exclude tampered serial-number stickers and repairs outside the authorised service network from DOA eligibility. That makes it important to use the authorised route while this claim is being assessed. An informal repair can change the state of the device that the official engineer needs to inspect.
The certificate is the next step, not the finish
Only ASUS authorised service partners can issue the DOA certificate described in the terms. If a product qualifies, the process includes sealing the unit as DOA. The store then handles replacement using that certification, subject to product availability. Keep the certificate linked to the same service case and invoice.
Where the original product is unavailable, the terms describe a similar product or a monetary remedy as possible outcomes. They do not justify promising a particular substitute configuration before the case is processed. Ask for the proposed resolution to identify the exact model and what happens to the original order.
The terms also tell customers to approach the store for DOA replacement within 30 days, submitting the certificate and sealed unit. They do not clearly identify the starting point of that follow-up period. Confirm the submission deadline when certification is issued, and keep proof that the store received the documents.
Official sources: ASUS India official sales terms; ASUS ROG India store terms.
