Our Policy

We protect your privacy:

Our privacy policy is simple: any information you give us stays with us. We do not rent, sell, lend, or otherwise distribute your personal information to anyone for any reason. This includes your contact information, as well as specific order information.

We limit data access to those who need to know:

Within our organization, your personal data is accessible to only a limited number of employees with special access privileges. Although we may, from time to time, compile general demographic information based on your order, this information is shared within our organization only and has no identifiable personal data associated with it.

Information Collected:

To enable you to place an order on our site, we need to have the following basic information about you: Your First Name, Last Name, and Your Address, City, Zip code, State, Country, Phone Number, Date of Birth and Contact E-mail address.

Apart from this, our systems gather certain details about your computer’s internet connection like your IP address when you visit our site. Your IP address does not identify you personally. We use this information to deliver our web pages to you upon request, to customize our site as per your interest, to calculate the number of visitors on our site and to know the geographic locations from where our visitors come.

We do not allow any unauthorized person or organization be it other members, visitors, and anyone not in our organization to use any information collected from you.

Information Modification:

You can modify your personal details by accessing the Edit Profile option anytime from our site.

Information Sharing:

Probably this is the most important question in your mind as to with whom do we share your information? The answer to this question is that we do not rent, sell, barter, or give away your information to anyone. To some extent, information has to be passed on to courier companies, credit card processing companies, vendors, etc. to enable them to perform their functions related to your order fulfilment. Apart from this normal business requirement, information may also be needed to be shared with law authorities, for fraud detection, and for the safety of our site, employees, management, users, members and other affiliates associated with us.

Information Usage:

The most important usage of the information collected from you is your email & phone number which is used to inform you that your order has been confirmed/executed. Your contact details are also used to inform you for your customer service related queries and for any newsletters sent. All other information collected is confidentially stored and will not be disclosed unless needed as per the requirement of the law authorities or in case of any disputes.

TERMS AND CONDITIONS

PAYMENTS

Payment options include UPI, credit cards, debit cards, net banking, wallets, e-gift cards, and reward points for the items offered on the website and mobile application.

- Online payments are quick payment methods, and they are advised to guarantee that your transaction is processed more quickly.

- The Cash On Delivery option is only accessible on specific pin codes, and each order will be charged an extra 50 rs. You can check your pincode availability by scrolling down to the “Delivery Pincode” box. You can enter your pin code & check if the COD option is available at your location.

- We won’t be able to accept the Cash on Delivery option for orders exceeding ₹1500.

SHIPPING/DELIVERY POLICY

• Orders that have been confirmed will be dispatched within 24 to 48 working hours. They will be delivered to you within 4-5 working days of being dispatched.
• Orders placed after 2 pm will be shipped the next business day.
• Orders received on Sunday or during holidays are dispatched the following Monday or the next working day. During busy times, such as holiday periods, there can be processing and shipping delays.
• The estimated delivery time may vary depending on the customer's geographical location, shipping destination, product availability, and the delivery time and location of the courier partner. Orders under Rs. 399 are subject to Rs. 50 delivery fee.
• Delivery times are estimated and begin from the date of shipment, not the date of order.
• We don’t ship orders on Sundays.
• If the products have been dispatched, then we would not be able to cancel the order. However, based on the Refund Policy, returns would be considered.
• If your order contains one or more defective goods, please file a single complaint since the return/replacement will be handled only once.
• Customers should avoid accepting altered or damaged packages.
• Domestic customers are responsible for any Duty charged by your state government. We are unable to predict which shipments will be assessed these fees or the amount of the fee that may be charged. In cases of refusal, either the cost of the goods or return service costs will be assessed.

Tracking:

After the order has been shipped you can track your order here: https://trueelements.co.in/apps/shipway_track

An E-mail & WhatsApp message containing your package tracking information will be sent after shipment. You can also sign in with your details and track the status with your AWB number. You can reach out to us on our email ID: care@true-elements.com or reach out on WhatsApp at 7757979877 if you have any queries.

Cancellation of Order by User:

After placing an order, a customer can only cancel the order if the order state is showing as "pending" under Order History. Cancellations have to be made within (maximum) 6 Hours of placing an order. For canceling your order, kindly send cancellation request via a phone call or email us on care@true-elements.com. If the products have been dispatched, then we would not be able to cancel the order. However, based on the Refund policy, returns would be considered.

General Scenario:

In case we receive a cancellation e-mail and till the time the order has already been "processed" by us, the order cannot be cancelled. True-elements.com has the complete right to decide whether an order should be cancelled or not. Also, the customer agrees not to dispute the decision made by True-elements.com and accept True-elements.com's decision regarding the cancellation.

In the case of Perishable Goods

In case a customer wants to cancel the order for perishable products, the cost of the products will have to be borne by them.

In the case of Gift Certificates:

The gift Certificates will not be cancelled, the user can demand an extension of the expiry date within 5 days of purchase.

Cancellation of Order by True-elements.com:

True-elements.com reserves the right to refuse or cancel any order placed for a product that is listed at an incorrect price or for any other reason. This shall be regardless of whether the order has been confirmed and/or payment has been received. The 100% payment shall be refunded and the User shall be informed of the same.

If a non-delivery or late delivery occurs due to a mistake by the User (i.e. wrong or incomplete name or address or recipient not available or any other related reason) any extra cost spent by True-elements.com for re-delivery shall be claimed from the User.

REFUNDS POLICY

Refunds are made within 3 to 5 business days of the order being cancelled by True Elements. Prepaid orders paid for with a credit card, debit card, or net banking will have the amount returned to the account from which it was paid. In the event of a Cash-on-Delivery order, a refund cheque will be paid to your bank account in the name of the "Billing Name" entered when placing the order, or an NEFT transfer will be tried. Please keep in mind that Cash-on-Delivery and Shipping Charges (if applicable) are non-refundable. When a return is not applicable the refunds will be done in the form of True Cash.

Replacement / Return Policy by True-elements.com:

In 7 days except the following:

• Products perishable in nature.
• Gift Certificates.
• Items that have been used or opened.
• An item not returned in the condition it was received.
• Any item received by us in a damaged condition.
• Items sourced or delivered outside India

We take stringent measures to ensure that the items delivered to you are in perfect condition. However, there is a remote possibility that:

• the item may be damaged during transit
• or there might be a manufacturing defect
• or that the wrong item is delivered to you

In only such cases as given above, we will replace the item at no extra cost, provided that the request for replacement/return of the item is made within the stipulated time frame as given below. No returns or replacements will be allowed after the order is processed, except for the reasons given above.

To get a replacement, email us your Order Number and the Reason for returning it. Only after receiving our confirmation for the return, you are requested to send the item back to us. We will then arrange for the replacement of the item through our logistics partner. We shall not be responsible for any items sent to us for return/replacement without our confirmation.

Our Return Policy:

• The replacement request must be made within 7 days of purchase and must not be part of the above list
• There are no extra shipping charges for the delivery of replacement items for the reasons mentioned above.
• Our logistics partners will attempt delivery of the items thrice. In case the delivery is not executed during all three attempts, due to the recipient not being available / premises locked, etc., the customer will be refunded the order amount after deducting the shipping charges. (The customer will pay shipping charges)
• In case of cancellation by the customer after shipping/delivery of order the customer shall be charged for shipping.
• In the case of perishable items or custom-made non-perishable items, neither True-elements.com nor our enabling partners will be able to accept any returns or replacement of such items
• When return is not applicable the refunds will be done in the form of True Cash.

Cases of goods unavailability or service problem:

• If the item sent for replacement is not available, we will try to give you the best possible alternatives, but in the end choice of customer will be final
• If the order is confirmed by us and the order is not able to ship the product on time, then we give refunds to the customer if the customer demands
• A 100% refund will be given if the product is not available or the vendor is not able to ship the products
• For couriered products, If the delivery address is outside the service area, then only a 100% refund will be given

Shipping Returned Merchandise:

In most cases, we book the return pickup with our Courier partners. However, in cases where we do not book the return pickup for you, we recommend shipping returned merchandise via courier or insured parcel post for tracking purposes. True-elements.com does not take any responsibility for reimbursement or compensation in the event that any returned packages are lost, stolen, or mishandled. We do not refund shipping or insurance costs

Items Damaged in Shipping:

Products received in a damaged state can be returned, if informed within 24 hours of receipt of the products. Kindly note that we would require an image of the product to approve returns, to ensure that we track the reason for damage - if it is a courier issue or a packaging issue.

Food items once opened, would not be taken back.

FAQs

My order has been shipped. Now how can I track it?

• Once your order has been dispatched, you will receive an email or SMS with the details of the tracking number and the courier company that is processing your order.
• You can track the status of your package 24 hours after your order is dispatched from our warehouse by clicking on this link: https://www.true-elements.com/index.php?route=information/shipway_track
• Following are some of our trusted courier partners:
1. Bluedart - http://www.bluedart.com/
2. Ecom Express - http://www.ecomexpress.in/
3. Delhivery - http://www.delhivery.com/
4. Shipdelight - https://shipdelight.com/