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Refund & Cancellation Policy

Need to cancel an order or request a refund? Here is a clear breakdown of our process, timelines, and what you can expect at each step.

Last Updated: 1 July 2026 Refunds in 5–7 Days Cancellation Available
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Important Notice

This document applies to all purchases and interactions with TruValue Global Trade LLP. By using our website or placing an order, you agree to be bound by these terms. Please read carefully before proceeding. For questions, email us at support@truvalueglobal.com

SECTION 01

Order Cancellation

You may cancel an order under the following conditions:

Cancellation WindowStatusRefund
Within 2 hours of placing orderOrder not yet processed100% refund, no deductions
2–12 hours after orderOrder in processingRefund minus ₹50 handling fee
After dispatchOrder shippedNot cancellable; initiate return after delivery
Bulk/Custom OrdersAny stageSubject to cancellation terms in B2B agreement

To cancel an order, email support@truvalueglobal.com immediately with your order number and reason for cancellation.

Once an order has been dispatched, it cannot be cancelled. You will need to wait for delivery and then initiate a return as per our Return Policy.

SECTION 02

Refund Eligibility

Refunds are issued in the following scenarios:

  • Order Cancellation: Cancelled before dispatch as per the window above.
  • Approved Return: Product returned and inspected per our Return Policy.
  • Wrong Product Delivered: A different product than ordered was delivered.
  • Product Damaged in Transit: Reported within 48 hours of delivery with photographic evidence.
  • Non-Delivery: Order not delivered within the maximum expected delivery window and confirmed lost by the courier.
  • Failed Payment – Order Not Created: Payment debited but no order confirmation received.
SECTION 03

Non-Refundable Situations

Refunds will not be issued in the following situations:

  • Change of mind after the product has been dispatched.
  • Opened, used, or partially consumed products (except for quality defects).
  • Damage caused by improper storage or handling after delivery.
  • Delays caused by customs, government action, or events beyond our control.
  • Orders where the incorrect address was provided at checkout.
  • Custom formulation or private-label orders once manufacturing has commenced.

Promotional discount amounts, coupon values, and complimentary samples are not refundable under any circumstances.

SECTION 04

How to Request a Refund

To initiate a refund request, follow these steps:

  • Step 1: Email support@truvalueglobal.com with your Order ID, registered email, reason for refund, and supporting evidence (photos/videos).
  • Step 2: Our team will acknowledge your request within 1 business day.
  • Step 3: We review the request and may ask for additional information. Review is completed within 3–5 business days.
  • Step 4: Upon approval, the refund is initiated to your original payment method.

Always include your Order ID in the subject line: "Refund Request – Order #XXXXX" to ensure the fastest possible response.

SECTION 05

Refund Timeline

Once a refund is approved and initiated by us, the time taken to reflect in your account depends on your payment method:

Payment MethodRefund Timeline
UPI (GPay, PhonePe, Paytm)1–3 business days
Debit / Credit Card5–7 business days
Net Banking3–5 business days
Bank Transfer (NEFT/RTGS)3–5 business days
Wallet / Prepaid1–3 business days
International (Wire Transfer)7–14 business days

Timelines begin from the date the refund is initiated by TruValue, not from the date of your request. Bank processing delays are outside our control.

SECTION 06

Partial Refunds

Partial refunds may be issued in the following scenarios:

  • Only part of a multi-item order was damaged or incorrectly delivered.
  • A partial cancellation where some items have already been dispatched.
  • Return of part of a bulk order where only a portion was found to be defective.

In all cases, the exact refund amount will be communicated to you in writing before processing.

SECTION 07

Failed & Duplicate Transactions

If your payment was debited but no order confirmation was received:

  • Wait 30 minutes — most failed transactions are automatically reversed by the payment gateway.
  • If the amount is not reversed within 24 hours, email support@truvalueglobal.com with your transaction ID and bank statement screenshot.
  • For duplicate charges (charged twice for one order), we will refund the duplicate amount within 3–5 business days after verification.

TruValue does not charge your card more than once per order. Apparent duplicate charges are usually authorisation holds released by your bank within 3–7 days.

SECTION 08

B2B & Bulk Order Refunds

Refund terms for B2B and bulk buyers (above 5 kg) are governed by the specific purchase agreement signed at the time of order. In the absence of a separate agreement:

  • Quality disputes require a NABL-accredited lab report within 14 days of delivery.
  • Refunds for bulk orders are processed via bank transfer (NEFT/RTGS) only.
  • Partial refunds for partial non-conformance are calculated pro-rata.
  • All B2B refund decisions are final after a mutual review meeting between both parties.
SECTION 09

Contact for Refunds & Cancellations

For all refund and cancellation queries:

PurposeEmailResponse Time
Order Cancellationsupport@truvalueglobal.comWithin 2 hours (during business hours)
Refund Requestsupport@truvalueglobal.comWithin 1 business day
Payment Issuessupport@truvalueglobal.comWithin 1 business day
B2B Disputessupport@truvalueglobal.comWithin 2 business days
Phone+91 92269 79966 (Mon–Sat, 10am–6pm IST)