These terms explain ordinary returns and exchanges. Separate satisfaction claims and mandatory consumer protections are described below.
Three different protections apply. Ordinary returns follow the Return & Exchange Policy. Eligible satisfaction claims follow the 60-Day Money-Back Promise, including its early safety exception. Your mandatory consumer rights apply independently of both.
Opened-product restrictions, sale labels, reporting targets and approval procedures do not exclude a valid claim for defective, unsafe, misdescribed, incorrect or undelivered goods, or any other remedy required by law. A photo or video helps us investigate; an unboxing video is not compulsory.
1. Eligible problems
Contact us for damaged, leaking, broken, tampered, expired, incorrect or misdescribed goods, a manufacturing defect, or a product with less than 3 months to expiry on delivery. A defect discovered after opening remains reviewable.
2. Change of mind and satisfaction claims
Opened or consumed supplements are not accepted for an ordinary change-of-mind return. Eligible first-purchase satisfaction claims instead follow the 60-Day Money-Back Promise. Sale and promotion labels do not override that promise as offered with the order or your legal remedies.
3. Reporting a problem
Email hello@truwe.in with your order ID and a description. Report visible damage or missing items promptly, preferably within 3 days of delivery. A later report is assessed on its facts and applicable rights. Share photos if available; an unboxing video is not a condition of a valid claim. Do not continue using a product to satisfy a waiting period if you have a safety concern.
Consumer complaints are acknowledged within 48 hours and addressed within one month. Contact us before posting a return so that we can explain safe handling and pickup arrangements.
4. Pickup and return costs
For accepted wrong-item, damage, defect or misdescription claims, we arrange a free reverse pickup where available. Otherwise, contact us to agree a reasonable return method and reimbursement before self-shipping. Keep the receipt. The former ₹150 limit does not restrict recovery of reasonable necessary costs where the remedy is our responsibility.
5. Replacement or refund
Where appropriate and agreed with you, we offer a replacement. If it is unavailable or a refund is due under the applicable policy or law, we refund the amount due. Store credit is provided only if you choose it.
6. Processing
Where a return is reasonably necessary, we inspect it promptly and explain the outcome. Refund method and timing follow the Refund Policy. We do not require a physical return where that would be unsafe or where the law does not permit that condition.
Business and grievance contact
TruWe is operated by OMKARA NUTRACEUTICALS PRIVATE LIMITED.
CIN: U21001UT2025PTC019809
Order support: hello@truwe.in. Privacy requests: admin@truwe.in.
Consumer complaints are acknowledged within 48 hours and addressed within one month of receipt. Please include your order reference if available; do not send passwords, OTPs or full payment-card details.
Need help?
Email us at hello@truwe.in, we usually reply within one business day.