Returns & Exchange Policy

Return & Exchange Policy

RETURN, EXCHANGE AND REFUND POLICY

Thank you for shopping with True Solulu! We strive to ensure that your experience with our products is positive. Our shipments are carefully inspected before leaving our warehouse, If, for any reason, you are not satisfied with your purchase, do not worry, we offer a comprehensive replacement and exchange policy. However, returns/replacements will be at the discretion of True Solulu only. 

Your purchase is eligible for return or replacement only if it meets the following conditions:

  • If an incorrect product was delivered to you, i.e. the product does not match the item description mentioned on the website or wrong product is delivered.
  • If the product you receive has a genuine quality or manufacturing defect or delivered in a physically damaged condition
  • Has missing parts or accessories

Kindly Note that All of products are non-returnable. Due to the complex nature of reverse logistics for delicate, large products, we are unable to take returns for any of our products. We accept the return of products which were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item). We only replace items if they are defective, damaged or wrong item. 

If your purchase meets our criteria as stated above, Please raise a request on our Email us at sales@truesolulu.com within 48 hours of delivery.

Unfortunately, we will not be able to consider any emails or images sent after 48 hrs of the delivery. For all return requests or cases where there is damage or wrong product received, it is mandatory to provide photos/videos of the product and packaging.  All products need to be returned in original packaging along with all the tags intact and in unused condition

If there is a genuine defect in the product, we'd be happy to exchange your product with a replacement or refund your order amount in the form of Store Credit/Gift Cards only within 7-10 working days after the product is picked up from the given address.

Under certain circumstances, if we are unable to provide you with replacement against your ordered product, then we will notify you, and thereafter will process your refund, the refund will be made only in the form of credit coupon of the same value.

If you find that the package has been tampered, please do not accept the item and handover the package back to the delivery person before signing the POD(Proof of Delivery).

Cancellation Policy

  • Orders can be cancelled before they are packaged for dispatch only. Post that the option won’t be available.
  • You can easily cancel your order online by going to your order section and press the cancel button. Once the order is packed for dispatch the cancel button will disappear.
  • Orders can be cancelled only if the ordered item has not been packed for dispatch. Please note in case you wish to cancel your order then Payment Gateway charges will be applicable and we will refund you the amount minus the charges.
  • Once cancelled we will process the refund and the amount shall reflect in your account in 7-10 business days.

Shipping Policy 

  • We currently ship to most pin codes in India through our logistics partners. We do not ship orders internationally at the moment.
  • Standard shipping across India would take 3-7 days depending on your pincode. Once an order is placed, you will receive intimation for when your order will be delivered.
  • Once you have placed your order, you can check the status via the tracking link shared with you through WhatsApp/email. Alternatively, you can put your order ID in the track my order section on our website to get updates on when the order is to be delivered.
  • We will try our best to be able to fulfil your order at the earliest. Please reach out to us on whatsapp with your order ID and we will confirm if we can get your order dispatched early

Reverse pickup & exchange timeline

We’re arranging a reverse pickup in 4-5 working days from the date of request. In case of exchange, your new order will be sent on its way 4-5 working days after we receive your returned product.

 Claiming Refunds For Online Payments & COD Transactions-

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at sales@truesolulu.com.

For any Queries you can reach us at sales@truesolulu.com