1. Business Identification
The website www.truehearts.co.in is operated by:
TRUEHEARTS EXIM PRIVATE LIMITED
Brand: 4Hearts
GSTIN: 27AANCT0112C1ZT
FSSAI Licence No.: 11526027000125
Office: 3, Patel Chambers, Near Zilla Parishad, GPO Road, Nashik – 422002, Maharashtra, India
2. Acceptance of Terms
These Terms and Conditions govern access to the TRUEHEARTS website, submission of enquiries, Meta and Google lead forms, WhatsApp communications, online and assisted ordering, payment, delivery, complaints, replacements, and refunds.
By placing an order or making payment, the customer agrees to:
- These Terms and Conditions
- The Privacy Policy
- The Cancellation, Return, Replacement and Refund Policy
- The Shipping Policy
3. Products
TRUEHEARTS currently markets cow ghee under the brand name 4Hearts. Spices are proposed for a future launch.
Spices will be treated as available only after:
- formal product launch
- regulatory compliance
- product listing
- price publication
- stock confirmation
A proposed product description, image or future product reference does not constitute a current offer for sale.
4. Customer Eligibility
An order should be placed by a person who:
- Is at least 18 years old
- Is legally competent to enter into a contract
- Provides accurate information
- Uses a lawful payment method
- Purchases for a lawful purpose
- Has authority to place the order where ordering for another person or entity
5. Product Information
TRUEHEARTS endeavours to provide accurate information concerning product name, ingredients, net quantity, pack size, price, storage, batch, manufacturing information, best-before or expiry information, food-business details, and legally required declarations.
However:
- Product images may appear different due to screen settings or lighting
- Packaging and label design may be updated
- Natural food products may show reasonable variation in colour, aroma, texture or consistency
- The delivered product label applies to the particular batch
- Customers must read the complete label before consumption
Where website information conflicts with a mandatory declaration on the delivered product, the legally required declaration on the product label will apply, unless the website representation created a statutory right or remedy.
6. Food, Nutrition and Health Information
Website, advertisement, social-media and WhatsApp content is provided for general product and commercial information. It is not medical advice.
Customers with allergies, medical conditions, dietary restrictions, pregnancy-related concerns, infant or child nutrition concerns, or special nutritional requirements should review the product label and consult an appropriately qualified professional where necessary.
No website or advertisement statement should be interpreted as guaranteeing prevention, diagnosis, treatment or cure of a disease.
7. Prices, GST and Shipping
Prices are communicated in Indian Rupees. The displayed or communicated price will indicate whether applicable taxes are included.
Standard shipping within India is included where the destination is serviceable, the package can be sent through the regular courier network, and no special delivery arrangement is required.
A special charge may apply where the delivery location requires a special courier, postal delivery, remote-location service, local transport, additional handling, or another non-standard arrangement. No special delivery charge will be imposed without informing the customer.
8. Payment Methods
TRUEHEARTS accepts:
- UPI
- Bank transfer
- Debit or credit cards through an available payment provider
Cash on Delivery is not available.
An order is treated as paid only after payment is successfully received and verified.
Customers must not share UPI PINs, card PINs, CVV numbers, banking passwords, or one-time passwords.
9. Order Placement and Acceptance
Orders may be placed through website checkout, WhatsApp, telephone, email, authorised Google Forms, or authorised TRUEHEARTS representatives.
Submission of an enquiry or order request does not guarantee acceptance.
An order may be accepted after verification of product availability, quantity, price, payment, customer details, delivery address, PIN-code serviceability, and any applicable special delivery charge.
TRUEHEARTS may contact the customer to clarify incomplete or inconsistent information.
10. Order Confirmation
An order confirmation may be communicated through website confirmation, WhatsApp, SMS, email, invoice, or CRM-generated communication.
Customers must review the order details and promptly report an error.
11. Cancellation
A customer may cancel before payment. After payment, change-of-mind cancellation is ordinarily not permitted.
This restriction does not limit any statutory right relating to defective goods, damaged goods, unsafe goods, expired goods, leaking goods, spurious goods, incorrect goods, materially misdescribed goods, or another legally recognised deficiency.
TRUEHEARTS may cancel a paid order where fulfilment becomes impossible. Where TRUEHEARTS cancels a paid order, the eligible refund will be initiated within seven working days after approval.
12. Shipping and Delivery
Shipping will be available across India after TRUEHEARTS activates its nationwide shipping operations.
Shipping remains subject to product availability, courier availability, PIN-code serviceability, transport restrictions, and payment of an agreed special delivery charge, where applicable.
Delivery is normally expected within ten working days after dispatch. Delivery times are estimates and may be affected by circumstances beyond reasonable control.
13. Returns and Product Claims
Opened food products are not ordinarily returnable because of hygiene, contamination and food-safety considerations.
Claims involving damaged, leaking, expired, defective, unsafe or incorrectly supplied products must be submitted according to the Cancellation, Return, Replacement and Refund Policy.
Customers should report eligible issues within five working days and provide clear photographs. A continuous unboxing video is strongly recommended.
14. Storage and Handling
Customers must follow storage and handling instructions printed on the label.
TRUEHEARTS is not responsible for deterioration caused after delivery by exposure to excessive heat, exposure to moisture, exposure to direct sunlight, introduction of water or foreign material, use of contaminated utensils, failure to close the container, improper refrigeration where required, use after the best-before or expiry period, or other handling contrary to the product instructions.
15. Delivery Information
Customers are responsible for providing correct recipient name, active mobile number, complete address, city, state, landmark where required, and correct PIN code.
TRUEHEARTS is not responsible for delay or non-delivery caused by materially incorrect customer information.
16. Customer Responsibilities
Customers agree not to:
- Submit false information
- Use another person’s payment method without permission
- Submit fraudulent payment proof
- Make false complaints
- Submit manipulated photographs or videos
- Tamper with a product and claim pre-delivery damage
- Attempt unauthorised access to the website or CRM
- Upload malicious software
- Misuse TRUEHEARTS communication channels
- Harass staff or service providers
- Violate applicable law
17. Intellectual Property
The following are owned by or licensed to TRUEHEARTS EXIM PRIVATE LIMITED:
- TRUEHEARTS name; 4Hearts brand; logos
- product photographs; labels; packaging
- text; videos; graphics; website content; advertisements
- original promotional materials
They may not be copied, modified, republished, sold or commercially used without prior written permission. Ordinary sharing of an unaltered official social-media post through the platform’s sharing function is permitted.
18. Customer Reviews, Photographs and Videos
TRUEHEARTS may request feedback or a review after delivery. A customer review may be used internally to improve products and service.
An identifiable customer photograph, testimonial or video will not be used in public advertising merely because it was submitted for a complaint or customer-service purpose. Separate and appropriate consent should be obtained before identifiable customer content is publicly posted or used in advertisements.
19. Third-Party Services
TRUEHEARTS may use third-party services including Meta, WhatsApp, Google, payment gateways, banks, CRM providers, website hosts, cloud providers, and courier companies.
TRUEHEARTS is not responsible for a temporary interruption or independent failure of a third-party service that is outside its reasonable control. Use of third-party services may also be governed by the provider’s terms.
20. Limitation of Liability
To the extent permitted by law, TRUEHEARTS will not be liable for indirect or consequential loss arising from customer misuse, incorrect storage, incorrect information supplied by the customer, unauthorised use of the customer’s payment account, temporary website interruption, courier delay outside reasonable control, or force-majeure events.
Nothing in these terms excludes or limits liability that cannot lawfully be excluded, a statutory consumer right, or a mandatory remedy under applicable law.
21. Force Majeure
TRUEHEARTS will not be treated as being in breach where performance is prevented or delayed by events beyond reasonable control, including flood, fire, natural disaster, epidemic, war, civil disturbance, strike, government restriction, road closure, courier suspension, transport failure, internet failure, or major power failure.
TRUEHEARTS will make reasonable efforts to communicate material delays and resolve affected orders.
22. Grievance Redressal
Grievance Officer: Sachin Vijay Barve
+91 8329911843 4hearts.truehearts@gmail.com
Address: 3, Patel Chambers, Near Zilla Parishad, GPO Road, Nashik – 422002, Maharashtra, India
TRUEHEARTS will acknowledge receipt of a consumer complaint within 48 hours and endeavour to resolve it within one month.
23. Governing Law and Jurisdiction
These Terms and Conditions are governed by the laws of India. Customers should first contact the Grievance Officer to allow TRUEHEARTS an opportunity to resolve the matter.
Nothing in these terms prevents a consumer from approaching a competent Consumer Commission, the National Consumer Helpline, a regulatory authority, a court, or another forum having jurisdiction under applicable law. Subject to mandatory consumer-protection jurisdiction, other proceedings may be subject to the competent courts at Nashik, Maharashtra.
24. Severability
Where any provision of these Terms and Conditions is held invalid or unenforceable, the remaining provisions will continue to operate to the extent permitted by law.
25. No Waiver
Failure by TRUEHEARTS to enforce a provision on one occasion does not permanently waive that provision.
26. Changes to the Terms
TRUEHEARTS may update these Terms and Conditions prospectively. The version applicable when an order is accepted will ordinarily govern that order, except where a legal or regulatory change requires otherwise.