Returns & Refund Policy:
(Updated as on 1st August 2020)
We, at TRUEO NATURALS, undertake to ensure that every transaction on our website is hassle-free and seamless. We adhere to the highest quality standards and take great care in delivering our products.
As a policy, we do not offer returns or exchanges on products which are delivered in perfect condition as per the order placed. We neither replace, refund, nor will we honor our warranty for products purchased from unauthorized sellers on Ebay, Amazon, Flipkart and/or on any other internet retailers, and unauthorized brick and mortar retail locations.
- How do I cancel my order?
Orders once placed cannot be cancelled.
- Do you accept returns?
As a general policy, we do not offer returns or exchanges on our product which are delivered as per the orders placed. Returns can be accepted only in the following scenarios:
- Goods or products are damaged in transit, or
- Wrong goods or product has been delivered to you.
- What are the conditions for accepting returns?
- Product must be delivered back within 14 days from the date of delivery.
- A video of unboxing is must to file a return and claim for refund.
- Product must be in its original packing. Product must not be used, tampered with. No damaged or odorous items shall be accepted.
- Any sale made with Discount Codes, shall not be eligible for returns or exchange and shall be considered as FINAL.
- How do I place a replacement request?
Please DO NOT send your returned items back before contacting us first.
Please contact our customer care BEFORE sending your items so that our customer service representatives can assist you with your return.
To return or exchange a product or report any damages in transit please get in touch with our customer care within 48 hours of delivery at +91 88 00 66 7326 from Monday to Saturday, between 10:00 AM to 6:00 PM (IST) or email us at [email protected] with your order details and a video of the wrongfully delivered or defective item. Our customer care team will look into the issue and respond to you within 72 working hours.
Alternatively, you can drop us a message under the Contact Us option on our website with the above details.
- How will the returns get picked up?
It will be our responsibility to get the returns picked up. We typically make a reverse pick-up within 2-3 working days. Every return or exchange shall be treated as an individual case. If we have been given incorrect or incomplete shipping address or there are two failed attempts by our shipping agency and/or the package is refused by the client, there shall be no refunds.
There might be some cases where we are not able to pick up the returns, in that case you can also send the returns by yourself then:
- The responsibility of the product lies with you until it reaches us. Therefore for your own protection we recommend that you send the items using a delivery service that is trusted and can be tracked easily. Below is the address for Return:
TrueO Naturals Pvt Ltd
12 – A, Kh no – 12/23, Sewa Dham Road,
Mandoli Industrial Area, Delhi – 110093.
- What amount shall be refunded for the return?
Only the original price of the product shall be refunded. Our original shipping charges or any other associated fees (if any) shall not be refunded.
- How will I get my refund or exchange?
Refunds are only provided when the products are damaged during delivery. Once the item reaches us, following a quality check, shall make a refund within 15 working days which will be processed in the original payment method.
In the event of exchange of the product, you can get the product exchanged in for a different product category/same product category. We shall, after following a quality check, the new product shall be delivered as per our shipping policy.
- What costs shall be borne by me at the time of returns?
Items exchanged for the first time will be free of cost, upon any subsequent exchange any pickup charges or any other charges (if any) shall be borne by you.
- What about the international orders?
We do not initiate returns for international orders because of the nature of product.