Shipping & Delivery Policy

Return, Replacement & Refund Policy — TrulyPure

Effective Date: September 27, 2026

Last Updated: September 27, 2026

At TrulyPure, we formulate our botanical hair care and skincare products with pure ingredients and maintain strict quality standards. Due to the personal hygiene, safety, and perishable nature of cosmetic items, we follow a transparent and structured return, replacement, and refund policy.

1. Hygiene & Personal Care Exemption

  • No Returns on Opened/Used Items: For reasons of health, personal hygiene, and safety, products once opened, unsealed, or used cannot be returned or refunded.

  • Personal Preference: Skincare and hair care products yield results that vary naturally based on individual skin type, hair texture, and environmental factors. We do not accept returns or issue refunds based on personal aroma preferences, texture expectations, or individual skin adaptation/reactions. (We strictly recommend conducting a 24-hour patch test before regular application).

2. Damaged, Leaking, Defective, or Incorrect Deliveries

In the rare event that your order arrives damaged during transit, leaking, defective, or with missing/incorrect items, we are committed to making it right immediately.

  • Reporting Window: You must report the issue to our customer care team within 48 hours of parcel delivery. Claims submitted after 48 hours cannot be verified by courier logistics partners and will not be eligible for replacement or credit.

  • Required Proof for Verification: Email care@trulypure.com or contact our support team with:

    1. Your Order ID.

    2. Clear photographs or a continuous unboxing video showing the outer shipping box with the shipping label and AWB number clearly visible.

    3. Clear photos/videos showing the damaged, leaked, or wrong product along with its batch number and seal.

  • Resolution: Once verified and approved by our quality control team, we will ship a free replacement within 24 to 48 hours at no additional delivery cost. If the item is out of stock, a full refund or equivalent store credit will be issued.

3. Order Cancellations

  • Before Dispatch: You may request cancellation of your order within 2 hours of placement or before fulfillment by emailing trulypure.in@gmail.com

  • After Dispatch: Once an order is processed, assigned a tracking number, and handed over to our logistics partner, it cannot be cancelled or recalled.

4. Refunds & Reversals

  • Applicability: Refunds are processed only in cases of verified damage/transit loss where replacement stock is unavailable, or valid cancellations made prior to dispatch.

  • Prepaid Orders: Approved refunds are initiated back to the original payment source (credit/debit card, UPI, or net banking) and typically reflect within 5 to 7 business days, depending on your issuing bank.

  • Cash on Delivery (COD) Orders: For eligible refunds on COD orders, our support team will share a secure verification link to collect your UPI ID or bank account details for a direct bank transfer (NEFT/IMPS).

  • Shipping Charges: Shipping fees and COD convenience charges (if any) are non-refundable once the shipment has been attempted.

5. Return to Origin (RTO) / Failed Deliveries

  • Please ensure your shipping address, postal code, and phone number are accurate at checkout.

  • If a package is returned to our facility due to an incomplete/incorrect address, multiple failed delivery attempts, or refusal to accept without valid cause, re-shipping charges will apply to dispatch the order again.

6. Customer Support & Grievances

  • Brand / Company: TrulyPure

  • Grievance Officer: rushithombare23@gmail.com

  • Address:  Shriram Sahaniwas e2 , chandrabhaga nagar, katraj, pune, Maharashtra 411046

  • Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST