Return & Refund Policy
We offer Shipping anywhere in India, which includes Free Shipping across India on orders above Rs. 499/-. For orders less than Rs. 499/-, we have a fixed shipping fees of Rs. 50/-.
Please allow 1-3 working days for your order to be dispatched. Normally orders placed before 2 p.m on a business day, we aim to ship the same day, providing card security checks are complete, payment received and stock availability is confirmed. Orders placed after 2 pm will be shipped the next business day. Orders received on sunday or during holidays are dispatched the following monday or next working day. During busy times, such as holiday periods, there can be processing and shipping delays.
Our preferred Courier partner is FedEx, but we have also tied up with Amazon Transportation, Trackon, India Post and Professional Couriers. Based on the Pin codes, the corresponding courier partner is assigned for your shipment. Please note that we try our best to dispatch your orders within 1-3 working days. However, in certain cases, products might not be available with us, which cause a delay in dispatch. In such cases, we either seek permission from you to delay shipments or partially ship the order, based on your confirmation. The balance amount is refunded to your account which may take 24-48 hours to reflect into your account.
Domestic customers are responsible for any Duty charged by your state government. We are unable to predict which shipments will be assessed these fees or the amount of the fee that may be charged. In cases of refusal, either the cost of the goods or return service costs will be assessed.
An E-mail containing your package tracking information will be sent after shipment. You can also sign-in with your details and track status with your AWB number. Please email us at firstname.lastname@example.org if you have any queries.
Cancellation of Order by User
After placing an order, a customer can only cancel the order if the order state is showing as "pending" under Order History. Cancellations have to be made within (maximum) 6 Hours of placing an order. For canceling your order, you will either send us a mail or change the status in your Account section. If the products have been dispatched, then we would not be able to cancel the order. However, based on Refund policy, returns would be considered.
In case we receive a cancellation e-mail and till that time the order has already been "processed" by us, the order cannot be canceled. True-elements.com has complete right to decide whether an order should be canceled or not. Also, the customer agrees not to dispute the decision made by True-elements.com and accept True-elements.com's decision regarding the cancellation.
In case of Perishable Goods
In case if a customer wants to cancel the order for perishable products, the cost of the products will have to be borne by them.
In case of Gift Certificate
Gift Certificate will not be canceled, the user can demand for extension of expiry date within 5 days of purchase.
Cancellation of Order by True-elements.com
True-elements.com reserves the right to refuse or cancel any order placed for a product that is listed at an incorrect price or for any other reason. This shall be regardless of whether the order has been confirmed and/or payment been received. The 100% payment shall be refunded and the User shall be informed of the same.
If a non-delivery or late delivery occurs due to a mistake by the User (i.e. wrong or incomplete name or address or recipient not available or any other related reason) any extra cost spent by True-elements.com for re-delivery shall be claimed from the User.
Replacement/ Return Policy by True-elements.com
In 7 days except the following:
- Products perishable in nature
- Gift Certificates
- Items that have been used or opened
- An item not returned in the condition it was received.
- Any item received by us in a damaged condition.
- Items sourced or delivered outside India.
We take stringent measures to ensure that the items delivered to you are in perfect condition. However, there is a remote possibility that:
- the item may be damaged during transit
- or there might be a manufacturing defect
- or that a wrong item is delivered to you
In only such cases as given above, we will replace the item at no extra cost, provided that the request for replacement/return of the item is made within the stipulated time-frame as given below. No returns or replacements will be allowed after the order is processed, except for the reasons given above.
To get a replacement, email us your Order Number and the Reason for returning. Only after receiving our confirmation for the return, you are requested to send the item back to us. We will then arrange for the replacement of the item through our logistics partner. We shall not be responsible for any items sent to us for return/replacement without our confirmation.
Our Return Policy:
- Replacement request must be made within 7 days of purchase and must not be part of above list
- There are no extra shipping charges for the delivery of replacement items for the reasons mentioned above.
- In the case of a replacement, our logistics partners will attempt delivery of the items thrice. In case the delivery is not executed during all the three attempts, due to the recipient not available / premises locked, etc., the customer shall still be charged for the order.
- In the case of perishable items or custom-made non-perishable items, neither True-elements.com nor our enabling partners will be able to accept any returns or replacement of such items.
Refund Policy by True-elements.com
Refunds would be made via the same mode as received and would be made within 7 days to your account. Please note that refunds are initiated from our side within 48 hours of confirmation of refund to you. However, if our payments are routed via our third-party partners, it would generally take 3-7 days to credit the amount to your account.
Cases of goods unavailability or service problem:
- If the item sent for replacement is not available, we will try to give you best possible alternatives, but at the end choice of customer will be final
- If the order is confirmed by us and order is not able to ship the product on time, then we give refunds to customer if customer demands
- 100% refund will be given if product is not available or vendor is not able to ship the products
- For couriered products, If the delivery address is outside the service area, then only 100% refund will be given
Shipping Returned Merchandise:
In most cases, we book the return pickup with our Courier partners. However, in cases where we do not book the return pickup for you, we recommend shipping returned merchandise via courier or insured parcel post for tracking purposes. True-elements.com does not take any responsibility for reimbursement or compensation in the event that any returned packages are lost, stolen, or mishandled. We do not refund shipping or insurance costs.
Items Damaged in Shipping:
Products received in damaged state can be returned, if informed within 24 hours of receipt of the products. Kindly note that we would require an image of the product to approve returns, to ensure that we track the reason for damage - if it is a courier issue or a packaging issue.
Food items once opened, would not be taken back.