Refund policy

TRUEFIVE

Effective Date: January 1, 2025

At TRUEFIVE, we believe in fairness, transparency, and customer satisfaction. This Refund & Exchange Policy is formulated in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and explains the terms under which exchanges and refunds are handled.

1. Eligibility for Exchange

TRUEFIVE offers exchange only, subject to the conditions below.

A product is eligible for exchange if:

  • It is unused, unworn, unwashed, and in saleable condition

  • All original tags, labels, and packaging are intact

  • The exchange request is raised within 7 days of delivery

Exchanges are accepted only in the following cases:

  • Size-related issues (same product only)

  • Defective or damaged products

  • Wrong item delivered

2. Non-Returnable / Non-Exchangeable Items

The following items are not eligible for exchange:

  • Used, worn, washed, or altered products

  • Products without original tags or packaging

  • Products damaged due to customer handling

  • Clearance, discounted, promotional, or “Final Sale” items

  • Multiple exchange requests for the same order (only one exchange per order is allowed)

Any product that fails quality inspection will be returned to the customer, and no credit note will be issued.

3. Exchange / Return Request Timeline & Method

  • Exchange or return requests must be raised within 7 days of delivery

  • Requests raised after this window will not be accepted

  • Customers must apply for exchange or return by emailing us at
    📧 truefiveclothing@gmail.com

  • Customers may be asked to provide images or an unboxing video in case of damage or defect claims

4. Exchange Process

  1. Customer initiates an exchange or return request via email

  2. Request is reviewed within 7 business days

  3. Upon approval, reverse pickup is arranged

  4. Returned product undergoes quality inspection

  5. Approved exchange or credit note is processed

5. Refund Policy (Credit Note Only)

TRUEFIVE follows a strict non-cash refund policy.

  • Refunds are not issued to the original payment method

  • Approved returns result in a credit note / promo code of equal product value

  • Shipping charges are non-refundable

6. Credit Note / Promo Code Terms

  • Issued only after successful inspection of the returned product

  • Valid for 90 days from the date of issue

  • One-time use only

  • Non-transferable and non-redeemable for cash

  • Usable only on the TRUEFIVE website

Unused or expired credit notes will not be reissued.

7. Damaged or Wrong Product Delivered

If you receive a damaged or incorrect product:

  • Inform us within 24 hours of delivery by emailing truefiveclothing@gmail.com

  • Share clear photos/videos of the product, packaging, and invoice

After verification, TRUEFIVE will arrange a replacement or issue a credit note at no additional cost.

8. Customer Responsibilities

Customers must ensure that returned products:

  • Are securely packed to prevent transit damage

  • Include original invoice and tags

  • Are shipped in original condition

TRUEFIVE is not responsible for loss or damage during customer-initiated returns.

9. Grievance Redressal

For any concerns or complaints, contact us at:

📧 truefiveclothing@gmail.com
🕒 Monday – Saturday | 9:00 AM – 6:00 PM (IST)

We aim to resolve grievances within 15 business days, as required under applicable law.

10. Governing Law

This policy shall be governed by and interpreted in accordance with the laws of India. Courts in India shall have exclusive jurisdiction.

11. Policy Updates

TRUEFIVE reserves the right to modify or update this policy at any time without prior notice. Changes will be effective immediately upon being published on the website.