Cancellations, Returns & Refunds Policy

Truely is committed to providing high satisfaction to our customers both in service and quality of products. Given that we work with external partners in logistics and warehousing and operate in a category which has a specific shelf life, we request our customers to abide by the following terms:

.  Customers cannot cancel an order once it has been placed. No refunds will be provided.

.  In case the product is found damaged in packaging after delivery of the same, the customer can request for a replacement of the product no later than 24 hours from delivery of the product. The customer needs to follow the process defined below for replacement of products that are damaged in packaging:

1. Send an email to mail.truely@gmail.com with pictures showcasing the damaged packaging.

2. If a review of evidence suggests clear issue of damaged packaging, the product will be replaced at the cost of the company.

.  In case there is a product missing in the order delivered, the customer can request for the product to be sent separately no later than 24 hours from delivery of the order. The customer needs to follow the process defined below for the re-sending of missing products:

1. Send an email to mail.truely@gmail.com with a mention of the products missing and video of all sides of the box the order was delivered in to check for signs of tampering.

2. If either the warehouse CCTV footage shows the product not being packed or there are clear signs of tampering with the box, the product will be sent at the cost of the company.

.  In case there is a quality issue with the product, the customer can request for a replacement of the product no later than 72 hours from delivery of the product. The customer needs to follow the process defined below for replacement of products that have quality issues:

1. Send an email to mail.truely@gmail.com with pictures showcasing the quality issue and the batch code of the product.

2. If a review of evidence and check of batch sample suggests clear quality issue, the product will be replaced at the cost of the company.

.  Truely shall have the right to refuse or cancel any orders placed for products listed at an incorrect price, rebate or containing any other incorrect information or typographical errors. Truely shall have the right to refuse or cancel any such orders, whether or not the order has been confirmed, and the customer has been charged.

.  The customer will be bound by the Cancellations, Returns and Refunds Policy and shall not hold Earthly Naturals (Pune)(company) liable for any loss that he/she may incur due to cancellations, returns, refunds and replacements of the order.