Returns & Exchanges

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Return and Exchange Policy 

We stand behind all of our products here at True, and we hope you love our products as much as we do!

In the event you receive a damaged, incorrect or defective product directly from us, you may return it for a full refund, exchange or swap of product by simply following the steps below:

  1. Notify us within 7 days of receipt of purchase. Please email us at hello@truebytina.com along with photos and a comprehensive description of the fault. We’ll do our best to action this issue ASAP! 
  2. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your order. A choice of a full refund or replacement will be offered once the item has been deemed faulty.
  3. For damaged or defective product; If you are approved, then your refund will be processed, we will either provide you with a Credit Voucher, Refund (refund will be provided using original payment method) or Repair within 5-7 business days. 

We would also encourage you to check our FAQs in case the issue you are encountering can be easily solved. 

Please check the conditions below to be eligible for a return or exchange:

Return

Gift cards are non-refundable. Only regular priced items may be refunded under certain conditions, unfortunately sale or discounted items cannot be refunded.

To complete your return, we require a proof of purchase. Please have your Order ID, Customer Mobile Number or Email Address ready. Any item not in its original condition, damaged, missing parts for reasons not due to our error or returned more than a maximum 14 days after delivery is not eligible for a return.

Please note: 

Exchange

Unfortunately, we cannot offer an exchange for change of mind purchases.

For hygiene reasons we are strictly unable to accept the below items for return or exchange:

Please note, if your item is eligible for return, then NO cash refund or Store Credit Voucher will be issued for the exchange item. Please make sure to exchange your items within 7 working days of placing your order.

*For a higher selling price than the original purchase item: you will be requested to pay the additional amount to cover the difference in price.

*For a lower selling price than the original purchase item: you will forgo the difference. The balance monies will not be refunded. 

Cancelling your order

We want all our customers to love what they buy and buy what they love. If you made an error when placing your order, please notify us as soon as possible and we will do our best to assist you. Note, post 24 hours, once the order has been fully processed, we cannot make a revision.

Form of refund:

For cancelled orders notified within 24 hours of placing the order, we have the following options available:

1. Exchange for another product on our site.

2. Refund (refund will be provided using original payment method) within 5-7 business days. *Processing fees of flat Rs. 500 will apply for credit card refund. 

Color Disclaimer

We do our best to ensure that our photos of the products we carry and that appear on the website are as true to color as possible. However, actual colours may vary slightly, due to different device screen settings, the lighting in the installation location, and other factors. Screen images are intended as a guide only and should not be regarded as absolutely correct. If you have any questions about a particular color or shade, please contact us prior to ordering for clarification.

Any returns for a product due to customer dissatisfaction with a color (that is not a manufacturing defect) will not be accepted.

If you have any queries regarding return or refund, please reach out to us at hello@truebytina.com. 

*COVID NOTICE*

During the Covid period, and in line with our safety and hygiene protocol, we do not accept any returns, unless the items are faulty, damaged or have any missing parts. Thank you for your kind understanding.