Refund policy

RETURN & EXCHANGE POLICY

 

At Truefaith, we are committed to delivering premium quality fashion and lifestyle products. If something isn’t quite right, we’re here to help — while ensuring fairness and transparency for all customers.

Please read this policy carefully before initiating a return or exchange.

 

 

1. ELIGIBILITY FOR RETURNS

We accept returns under the following conditions:

  • Return request must be raised within 7 days of delivery or 15 days from date of placing the order.

  • Item must be unused, unworn, unwashed, and undamaged.

  • Original tags, labels, and packaging must be intact.

  • Item must not have stains (makeup, deodorant, perfume, sweat, etc.).

  • Item must not carry any odor (perfume, smoke, detergent, body odor).

  • Item must not be altered or customized.

  • Proof of purchase (Order ID / Invoice) is required.

If these conditions are not met, we reserve the right to reject the return.

 

 

2. EXCHANGE POLICY

We offer exchanges for:

  • Size issues

  • Defective or damaged products

  • Incorrect product received

Exchange Conditions:

  • Exchange requests must be raised within the return window.

  • Exchange is subject to stock availability.

  • If the requested size/product is unavailable, store credit or refund will be offered.

  • Only one exchange per order is allowed.

If the new item costs more, the price difference must be paid.
 If it costs less, the balance will be issued as store credit.

 

 

3. DAMAGED / DEFECTIVE / WRONG ITEM RECEIVED

If you receive a damaged or incorrect item:

  • Contact us within 48 hours of delivery.

  • Share clear photos and unboxing video (if available).

  • Keep original packaging.

After verification, we will:

  • Offer a free replacement, or

  • Provide full refund including shipping charges.

Claims made after 48 hours may not be accepted.

 

 

4. RETURN PROCESS

  1. Log in to your account / Contact support at [email].

  2. Provide Order ID and reason for return.

  3. Our team will review and approve/reject within 1–2 business days.

  4. If approved:

    • Reverse pickup will be arranged (if serviceable area), OR

    • You may need to self-ship to our warehouse address.

Customers must ensure secure packaging to prevent transit damage.

 

 

5. RETURN SHIPPING CHARGES

We follow a fair-use shipping policy:

  • If return is due to our error (defect/wrong item): We bear the shipping cost.

  • If return is due to customer preference (size change, no longer needed, etc.):

    • Reverse pickup fee may be deducted from refund.

    • Original shipping charges (if any) are non-refundable.

For high return frequency accounts, we reserve the right to limit return options.

 

 

6. REFUND POLICY

Refunds will be processed after product passes quality inspection.

Inspection Criteria:

  • No signs of wear

  • Tags intact

  • No stains or odors

  • No damage

If approved:

  • Refund will be processed within 5–7 business days.

  • Original payment method will be used.

  • COD orders will be refunded via bank transfer or store credit.

If rejected:

  • Item will be shipped back to customer.

  • Shipping charges may apply.

 

 

7. STORE CREDIT POLICY

Store credit (if issued):

  • Valid for 6–12 months.

  • Non-transferable.

  • Cannot be converted to cash.

  • Can be used partially.

 

 

8. LATE OR MISSING REFUNDS

If refund is not received within the stated time:

  • Check bank statement.

  • Contact your payment provider.

  • If still unresolved, contact us at [email].

 

 

9. CANCELLATION POLICY

Orders can be cancelled:

  • Within 2–4 hours of placing the order, OR

  • Before dispatch confirmation.

Once shipped, cancellation is not possible — only return.

 

 

10. INTERNATIONAL ORDERS

  • International orders are non-returnable unless defective.

  • Customs duties & taxes are non-refundable.

  • Shipping charges are non-refundable.

 

 

11. FAILED DELIVERY / RTO (RETURN TO ORIGIN)

If a prepaid order is returned due to:

  • Wrong address

  • Customer unavailable

  • Refusal to accept delivery

We may:

  • Deduct shipping charges before refund, OR

  • Offer store credit instead of refund.

Repeated RTO behavior may result in blocking COD orders.

 

 

12. FRAUD PREVENTION & ABUSE POLICY

To maintain fairness:

We reserve the right to:

  • Deny returns for excessive return behavior.

  • Refuse worn or damaged returns.

  • Blacklist accounts engaging in abuse or fraud.

  • Request ID verification for suspicious transactions.

 

 

13. FORCE MAJEURE

We are not responsible for delays caused by natural disasters, strikes, pandemics, or courier disruptions.

 

14. POLICY UPDATES

We may update this policy at any time without prior notice. The latest version will always be available on our website.