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. You can request a return within 7 days from the date of delivery.
2. To be eligible: -
   1. The product must be unused, unwashed, and in its original condition.
   2. Tags and labels must be intact.
   3. Return must be initiated with supporting photo/video proof (in case of any defect, damage, missing articles, or mismatch).
3. If the outer packaging is damaged or the return tag loop seal is broken, kindly do not accept the delivery. Once accepted, such orders won’t be eligible for return.
4. All returned items go through a quality check before processing your refund or exchange.
5. To initiate a return for any damaged, missing, or incorrect product, sharing a photo or video of the packaging and item is mandatory.

How To Raise A Return

1. Click the ‘Return/Exchange Order’ tab, enter your order ID and mobile number.
2. If the product is defective, damaged, missing, or incorrect, please attach a clear photo/video as proof.
3. Once approved, we’ll schedule the pickup within 48 hours of raising the request.
4. Please pack the item(s) properly and hand them over to the courier with the original packaging.
5. A quality check will happen at the time of handover with the courier. The return package will be opened to evaluate the product before acceptance. 

Jewelry Return Policy

1. Jewelry is non-returnable and non-exchangeable.

2. In case of any damage during delivery, do share an unboxing photo/video, and our team will assist you further.

Please note:-

• The actual product may slightly differ from the product image.
• Oxidised jewelry may naturally darken over time when exposed to air. This is not considered a defect.

Return Policy During Sale / EOSS

1. During our sale, some products may be marked as Non-Returnable, Non-Exchangeable, or Both. This will be mentioned clearly on the respective product pages, so do check the details before placing your order.
2. Returns or exchanges will only be accepted if you receive a wrong item or a damaged product.
3. In such cases, please share unboxing photos/videos within 48 hours of delivery so we can assist you quickly.

Refund Policy

1. Once the item(s) pass our quality check, the refund will be processed within 72 working hours after the pick-up.
2. Refunds are issued to your original mode of payment or gift card, based on your preference.

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.