Shipping, Return & Refund Policy

Return & Refund Policy

Return Requests can be placed through website by logging into your account and going to "My Profile" page, you will get the option to Return/Exchange on your Order summary table

If you have guest checked out, kindly scroll down on the website and click on "Request Return" option present on the footer, enter your order details to proceed with the return

Return Policy

1. Orders can be returned within 7 days from the date of delivery.
2. Special sale items (40% sale items EOSS-01 Aug to 04 Aug, 2024, 1499 flat sale products are non-returnable however you have exchange option available in case of size issue, kindly refer to our product page the same will be mentioned under description), Jewellery items are under no return no exchange policy.
3. Orders for which packaging is damaged, or seal broken should not be accepted. Any such consignment, if accepted, cannot be returned.
4. Items will be considered for return only if product/price tag is intact, and the product has not been used/washed/damaged
5. The item to be returned should be packed properly and handed over to the courier person.
6. All items returned go through a quality check by our quality team. The acceptance of the returned item will be informed to you via an email within 1 business day from receiving the return consignment.

Refund Policy

Your refund will be processed within 2 business days of return acceptance email confirmation through same mode.

COD Orders are eligible for:

1. Store credits against return
2. Account refund/UPI/Amazon Pay Wallet (We will be sending out a payment link for the same, you can add your details and avail the refund; same will be sent out after pick up)

We ship across the globe. Shipments are processed via Skynet Delhivery, our logistics partner. We do not ship to any PO Boxes or APO addresses. All international orders are accepted only if PREPAID.

Mode of Payment

For International Orders, payment can be done through

1. Debit/Credit cards
2. Bank Transfer (in Indian currency Rupees). The currency conversion charges if any, need to be borne by the customer

Shipping Cost

Shipping charges are automatically added to the order at the time of checkout. The charges vary as per the size of the order and the destination city.

Delivery Timeline

1. International Orders are dispatched as soon as all the products in the order are ready with us. We don't dispatch incomplete orders.
2. Orders are dispatched within 7-10 business days of receiving the order.
3. Made to Order/ Orders with customization might take slightly longer to dispatch. The same will be informed to you via email.
4. As soon as the order is shipped, the tracking information is shared via email.
5. Delivery of the parcel may take 7-15 business days from the dispatch date. Some areas may take longer depending on customs

Cancellations, Returns & Exchanges

1. Cancellation requests are accepted strictly within 24 hours of placing the order
2. In case of return, the logistic charges will have to be borne by the customer.
3. Exchanges are not accepted on international orders.

Exchanges

1. All orders can be exchanged within 7 days from the date of delivery.

Exchange Requests can be placed through website by logging into your account and clicking on "My Profile", you will get the option to Return/Exchange on your Order summary table

If you have guest checked out, kindly scroll down on the website and click on "Request Return" option present on the footer, enter your order details to proceed with the exchange

CANCELLATIONS - POLICY AND PROCESS

1. Cancellation requests are accepted before the product is shipped
2. Cancellation requests can be placed by sending a message through contact form, or via email to info@truebrowns.com
3. For prepaid orders cancellation, refund is processed via bank transfer

CANCELLATION BY TRUEBROWNS

trueBrowns reserve the right at its sole discretion to refuse or cancel any order. Reasons that may lead to orders cancellations are unavailable quantities, errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. For prepaid orders, the amount will be refunded to the account. The customer agrees not to dispute the decision made by trueBrowns and accept the decision regarding the cancellation.

Policy for missing/incorrect Order

We at trueBrowns try our best to deliver quality products without any kind of inconvenience to our customers. However at some rare occasion there might be certain issues (due to in transit damage or certain human error), we request you to kindly escalate the concern as soon as the order is delivered to you to avoid any kind of delays in resolution.

Kindly note in case you have received short shipment (any article from your order is missing in the package) or incorrect shipment has been delivered to you (any article from other brand that does not belong to trueBrowns), such cases needs to be escalated within the 24-48 hours from the date of delivery. We will require at least seven days to thoroughly investigate and resolve these issues, as input from all parties involved is necessary. 

Furthermore, if the package seems to be damaged or open kindly do not accept the order.

We request you to raise the concern at info@truebrowns.com, along with the unboxing video, outer box images, invoice and articles that have been delivered to you so that we can take necessary action with our logistics partner and resolve your concern at the earliest.