Cancellation, Return, Replacement and Refund Policy

Cancellation, Return, Replacement and Refund Policy — TRUEHEARTS

1. Scope

This policy applies to purchases made from TRUEHEARTS EXIM PRIVATE LIMITED through:

This policy must be read together with the Privacy Policy, Terms and Conditions and Shipping Policy.

2. Cancellation Before Payment

A customer may request cancellation at any time before payment is made. An unpaid quotation, enquiry or order request may be closed without cancellation charges.

To cancel before payment, contact TRUEHEARTS via:

3. Change-of-Mind Cancellation After Payment

Once payment has been successfully received and verified, an order cannot ordinarily be cancelled merely because of change of mind, change in taste or preference, the product no longer being required, accidental ordering where details were confirmed before payment, purchase from another seller after payment, or personal circumstances unrelated to a fault in the product or service.

Nothing in this policy limits any consumer right or legal remedy available under applicable law. Claims involving damaged, leaking, expired, defective, unsafe, incorrectly supplied, materially misdescribed or legally non-compliant products will be considered separately.

4. Cancellation by TRUEHEARTS

TRUEHEARTS may cancel an order where fulfilment becomes impossible because of:

Where TRUEHEARTS cancels a paid order before delivery, the eligible amount will be refunded. An approved refund will be initiated within seven working days of cancellation approval.

5. Food Product Return Restrictions

Food products are sensitive to hygiene, contamination, storage and handling conditions. Accordingly, an opened or used food product is not returnable merely because of change of mind, personal taste, aroma or texture preference, failure to read the label, or incorrect storage after delivery.

An opened product may still be considered where credible evidence establishes that it was damaged, leaking, expired, defective, unsafe, different from the product ordered, materially inconsistent with its legally required description, or otherwise eligible for a remedy under applicable law.

6. Claim Reporting Period

Customers should report an eligible product issue within five working days from the recorded delivery date. Prompt reporting helps TRUEHEARTS verify courier records, package condition, product batch, seal condition, storage conditions, and product traceability.

Failure to report within five working days may affect TRUEHEARTS’ ability to verify a claim. This reporting period does not extinguish any statutory consumer right that cannot legally be restricted.

7. Required Claim Information

A claim should include the following information and evidence:

Photographs

Clear photographs showing the reported issue are compulsory for normal claim verification unless the customer demonstrates that photographs could not reasonably be taken.

Unboxing Video

Customers are strongly advised to record a continuous unboxing video from before the package is opened until the product is fully visible. An unboxing video is particularly important for claims involving courier damage, missing items, broken seals, leakage, tampering, or incorrect quantity. Where an unboxing video is unavailable, TRUEHEARTS may consider other credible evidence. Absence of an unboxing video alone will not extinguish a statutory consumer right.

8. Preservation of Product and Packaging

The customer must preserve, to the extent reasonably possible, the affected product, container, cap, seal, label, batch information, invoice, outer courier package, and shipping label.

The customer should not discard, transfer, consume or materially alter the affected product until the claim has been reviewed.

9. Claim Verification

TRUEHEARTS may verify order and payment records, product batch information, manufacturing and best-before details, courier tracking records, delivery confirmation, photographs and videos, customer communication, storage and handling information, whether the issue occurred before or after delivery, and other information reasonably necessary to investigate the claim.

TRUEHEARTS may request collection or return of the affected product for inspection. Customers must not return a food product without written return instructions.

10. Replacement or Refund

Where a claim is approved, TRUEHEARTS may, at its discretion and subject to applicable law:

The resolution may depend on the nature of the issue, affected quantity, product availability, delivery location, batch investigation, food-safety considerations, and applicable consumer law. TRUEHEARTS’ discretion will be exercised reasonably and will not override remedies that are mandatorily available under law.

11. Refund Processing Time

An approved refund will be initiated within seven working days after final approval of the refund, receipt of required verification information, and completion of any necessary inspection.

Refunds will ordinarily be issued to the original payment method. Where refund to the original method is technically impossible, TRUEHEARTS may request verified bank-account or UPI details. Banks, card issuers, payment gateways and UPI providers may require additional time to display the refund after it has been initiated by TRUEHEARTS.

12. Non-Eligible Claims

A return, refund or replacement may ordinarily be refused where:

This section does not limit a remedy that must be provided under applicable law.

13. Grievance Contact

Grievance Officer: Sachin Vijay Barve

+91 8329911843 4hearts.truehearts@gmail.com

Address: 3, Patel Chambers, Near Zilla Parishad, GPO Road, Nashik – 422002, Maharashtra, India

A complaint will be acknowledged within 48 hours and will be endeavoured to be resolved within one month.