Refunds and Returns Policy

Last Updated: [01.08.2025]

Thank you for shopping with Truglw. We take care to ensure product quality and accurate order fulfilment. This Refunds & Returns Policy explains when returns, replacements or refunds are accepted, how to raise a claim, and what to expect.

Scope

This policy applies to purchases made through Truglw’s official D2C site and does not override marketplace-specific policies on Amazon, Flipkart, or other platforms.
For D2C orders placed on truglw.com, please follow the process below.

Received a Damaged Product?

Email us at hello@truglw.com within 24 hours of delivery with unboxing images/videos as proof.
Returns are not accepted for reasons of personal preference, allergy, or usage outcomes.

Cancellations

If you wish to cancel your order, please get in touch with us at hello@truglw.com with your Order ID as soon as possible.
A full refund will be initiated for prepaid orders cancelled before the order is shipped. Once dispatched, cancellations are not eligible for a refund, and you will need to follow the returns process after receiving the item.
For Cash on Delivery (COD) orders, cancellations are accepted only before dispatch. Once the order has been shipped, it cannot be cancelled, and you will need to follow the returns process once you receive the item.
If you have already received a shipping confirmation, please refuse delivery at your doorstep; once the package returns to us unopened, we will verify and process any eligible refund (after deducting logistics costs, if applicable).
Refunds are processed within 24–48 business hours of approval and may take up to 5–7 business days to reflect in your account, depending on your bank/payment provider.
Truglw reserves the right to decline transactions that indicate misuse, such as repeated cancellations of bulk orders. In such cases, refunds may be withheld or delayed for review, in line with applicable laws.

Note: Gift cards are not eligible for cancellation.

Returns & Replacements

We accept returns or offer replacements only in the following cases:

The product delivered is damaged or leaked at the time of receipt
The product received is defective or expired
You have received a wrong item, different from your order
All claims must be reported to us within 24 hours of delivery. Claims made after this timeframe may not be accepted.
Replacements are subject to stock availability. If a replacement cannot be provided, a refund will be issued. Replacement requests are valid only for the same product originally ordered. Exchanges for different products are not permitted.

Reverse Pickup & Charges

We offer reverse pickup for most pin codes.
If your area isn’t serviceable, you may need to courier the product back to us.
A ₹100 restocking fee per item may apply in customer-initiated returns (not applicable in the case of damaged/defective or wrong product received).

Return Address:
Sunkissed Lifestyle LLP, No. 22, 3rd Floor, 5th Cross, 5th Block, 60 Ft Road, Koramangala, Bengaluru, Karnataka – 560095.
Phone: +91 93809 65883

Products NOT Eligible for Return, Exchange, or Refund

The following are not eligible:

Products that have been opened, used, or tested
Return requests initiated after 24 hours of delivery
Returns due to personal preferences (e.g., shade, fragrance, texture, color, size)
Final Sale, Clearance, or Promotional items, explicitly marked as non-refundable
Cases of skin irritation, allergy, or sensitivity – please perform a patch test before full use
Orders without unboxing photos or videos, where required for verification
Products damaged or degraded due to use, overuse, or mishandling
Products with missing items or damaged original packaging (including price tags, labels, tampered packaging, free gifts, and accessories)
Products with altered or missing serial numbers

Process for Submitting a Return, Replacement, or Refund Request

To process a claim, please email hello@truglw.com with:

Order ID and full name used for the order
Video of the unboxing showing product condition and packaging (clear, timestamped preferred). For damaged, leaking, or wrong item claims we require close-up photos of the product and outer packaging
A short description of the issue
Front image of the product (with product name visible)
Back image of the product
Image of the barcode on the product box
Image of the outer box/packaging

We may request additional information, if required, and will not process a return or refund without the required evidence.

How We Verify Claims

All returned items are subject to inspection by Truglw or our authorized representative.
If the inspection confirms the defect/error, we will proceed with replacement or refund as per this policy.
If inspection indicates user misuse or the product is opened/used, the claim may be rejected.

Refund Processing

For Prepaid orders: Refunded to the original payment method.
For COD orders: Refunded via UPI only (please share your UPI ID).
Please allow 7–10 business days for the refund to reflect.

Note: Shipping, COD, and restocking fees are non-refundable.

Return & Replacement Process

Email hello@truglw.com within 24 hours with required evidence.
Our team will review and respond with an acknowledgement within 24 hours and an instruction to initiate return pickup or to ship the item back (depending on location and logistics).
For eligible claims we will arrange pickup via our courier partner (where applicable). If the item must be shipped by you, we will provide the return address and instructions. Keep tracking details for your records.
After we receive and verify the returned item, we will process a replacement or refund.

Refunds – Method & Timing

Refunds are processed only after verification and acceptance of the returned product.
Refunds will be issued to the original payment method used at the time of purchase. For prepaid orders, this may take up to 7–14 business days after approval (bank processing times may vary).
If the original payment instrument is unavailable (e.g., expired card), we may offer a store credit (Truglw wallet) or process refund via bank transfer after receiving required details. We do not refund to third-party accounts.
Shipping charges and any convenience/merchant fees are non-refundable unless the return is the result of our error (wrong/damaged/defective product). For courier pickup arranged by Truglw due to a valid claim, we cover the return shipping.

Replacements / Exchanges

Where possible we will offer a replacement of the same SKU. If the SKU is out of stock, you may choose an alternate item of equal value or request a refund.
Exchanges are subject to product availability.

Non-Delivery, Lost in Transit, or Courier Damage

If a shipment is shown as delivered but you did not receive it, contact us within 48 hours so we can lodge an enquiry with the courier.
For courier damage claims, please retain the product and packaging and share photos and courier details immediately.

Partial Refunds or Credits

In cases where only part of an order is eligible (e.g., one of multiple SKUs is defective), we may issue a partial refund for the affected item only.

Quality Control and Manufacturer Issues

If a batch-level quality issue is identified, we reserve the right to issue product recalls or special remediation. You will be contacted directly if your order is affected. Please retain order details so we can assist quickly.

Disclaimers & Safety Guidance

All Truglw products are cosmetic in nature and intended for external use only. Individual results may vary.
Always perform a patch test before applying a product extensively. If you experience a severe reaction, stop use immediately and seek medical attention.
Truglw does not make medical claims. Any claims of therapeutic effect must be supported by documented clinical tests.

Fraudulent or Abusive Returns

We reserve the right to refuse service, cancel orders, or withhold refunds where we reasonably suspect fraudulent, abusive, or repeated misuse of the returns process.

Contact & Grievance Redressal (Consumer Affairs and Legal Metrology)

In accordance with the provisions of the Legal Metrology (Packaged Commodities) Rules, 2011, and the Consumer Protection (E-Commerce) Rules, 2020, all concerns related to returns, replacements, refunds, or product declarations may be addressed to our designated officer:

Grievance Officer (Consumer Affairs & Legal Metrology)
Name: Ms. Jyotirmahi
Email: hello@truglw.com
Address: Sunkissed Lifestyle LLP, No-22, 3rd Floor, 5th Cross, 5th Block, 60 ft Road, Koramangala, Bengaluru – 560095, Karnataka, India

All consumer complaints or queries will be acknowledged within 48 hours and resolved within 30 days, as prescribed under applicable law.

Governing Law

These terms are governed by the laws of India. Any disputes will be subject to the jurisdiction of courts in Bengaluru (the company’s registered office jurisdiction), unless otherwise required by law.