Refund policy

Effective Date: May 28, 2026

At TruMart.co, operated by TruMart Ecom Private Limited, we strive to ensure customer satisfaction while maintaining strict quality, safety, and operational standards.

This policy outlines the conditions for returns, replacements, refunds, and cancellations applicable to purchases made through TruMart.co.

 

1. Return & Replacement Policy

Eligible products may qualify for:

  • Replacement

  • Exchange

  • Refund

subject to the conditions outlined below.

Returns and replacement requests must generally be initiated within 7 days from the date of delivery, unless otherwise stated on the individual product page.

Products may qualify for return or replacement if:

  • The item delivered is damaged

  • The product is defective upon arrival

  • An incorrect product was delivered

  • The product received is materially different from the order placed

Replacement requests are limited to the same product, model, size, and variant, subject to stock availability. Exchanges for different products or alternate variants are not permitted unless explicitly stated.

Certain products, categories, or promotional items may have separate return conditions. In such cases, the return policy mentioned on the specific product page shall override the general store policy.

Customers are advised to carefully review the return eligibility mentioned on each product page before placing an order.

Approved pickups, returns, or replacement deliveries must be completed from/to the original delivery address associated with the order.

 

2. Non-Returnable & Non-Refundable Items

Due to hygiene, safety, consumable, and regulatory considerations, certain products may be classified as non-returnable and non-refundable.

These may include, but are not limited to:

  • Opened chemical products

  • Pest-control consumables

  • Hygiene-sensitive products

  • Used items

  • Products with tampered packaging

  • Clearance or special sale items where specified

Customers are requested to carefully read product descriptions, usage instructions, and return eligibility before completing their purchase.

Once delivered, eligible exceptions for claims are strictly limited to the following cases:

  • Wrong product received

  • Missing items

  • Tampered shipments

  • Manufacturing defects

  • Transit damage

 

3. Mandatory Proof Requirement

To process claims related to:

  • Wrong products

  • Missing contents

  • Tampered packaging

  • Damaged items

  • Defective products

customers must report the issue within 48 hours of delivery by contacting:

support@trumart.co

A complete and uninterrupted unboxing video is mandatory for claim verification. The video must clearly show:

  • The sealed package before opening

  • Shipping label visibility

  • Complete unboxing process

  • The issue or defect being reported

Claims submitted without valid video proof may not qualify for replacement, refund, or investigation.

 

4. Conditions for Approved Claims

Once a claim is verified and approved:

  • Replacement requests will be processed for the identical product only

  • Replacements are subject to stock availability

  • If replacement inventory is unavailable, a refund may be issued at the sole discretion of TruMart Ecom Private Limited

TruMart Ecom Private Limited reserves the right to reject claims that:

  • Show signs of misuse or intentional damage

  • Are reported beyond the allowed timeframe

  • Lack sufficient evidence

  • Violate policy conditions

 

5. Refund Policy

Refunds are processed only after:

  • Returned items are received

  • Product inspection is completed

  • Return conditions are verified and approved

For prepaid orders, approved refunds are generally processed to the original payment source within 5 to 7 business days after successful verification.

For Cash on Delivery (COD) orders:

  • Customers may be required to provide valid bank account details

  • Refunds are generally processed within 15 business days after verification and receipt of required banking information

Refund timelines may vary depending on:

  • Banking systems

  • Payment gateways

  • Financial institution processing timelines

Shipping fees, convenience charges, or non-refundable service charges may not be refunded unless the error originated from TruMart Ecom Private Limited.

 

6. Cancellation Policy

Orders may be cancelled within 30 minutes of successful placement, provided the order has not entered processing or dispatch stages.

Once an order has been shipped or marked “Out for Delivery,” cancellation requests may no longer be accepted. Customers may choose to refuse delivery at the doorstep where applicable.

If TruMart Ecom Private Limited cancels an order due to:

  • Stock unavailability

  • Operational limitations

  • Pricing errors

  • Technical issues

  • Suspected fraudulent activity

a full refund for prepaid orders will be initiated to the original payment method.

TruMart Ecom Private Limited reserves the right to cancel any order at its sole discretion without prior notice where necessary for operational, security, or legal reasons.

 

7. Policy Updates

TruMart Ecom Private Limited reserves the right to modify, update, or revise this policy at any time without prior notice.

Customers are encouraged to review this page periodically for the latest policy updates.

 

8. Contact Information

For return requests, refund assistance, or cancellation support, please contact:

TruMart Ecom Private Limited
Email: support@trumart.co
Website: https://trumart.co/