Returns and Refund
Returns & Refund Policy
This Returns and Exchanges Policy applies to all purchases made through the website www.trutuff.shoes. We are pleased to accommodate returns and exchanges within 7 days on all products that have not been used and in the same original undamaged packaging that you received it. A photo of the product will be requested before the returns process starts.
Here are some FAQ in regards to our return policy:
Q: I RECEIVED DAMAGED, DEFECTIVE, OR WRONG ITEM(S). WHAT SHOULD I DO?
A: Should you receive damaged, defective, or the wrong item(s), please contact us immediately within 3 days from delivery date and specify the damage, defect, or wrong item(s) including a picture of the packaging with clear tracking number shown and the picture of the product received. Our Online Returns Department / CSO will inspect your complaints and proceed with available options of returning the defective products for a replacement or gift card. We will gladly send out a replacement of the original item(s) purchased, at no cost, as long as the merchandise is available.
Q: CAN I CANCEL MY ORDER?
A: We accept order cancellation before the product is shipped. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped out.
Q: WHY ARE TRUTUFF SHOES NON-RETURNABLE IF USED?
A: TRUTUFF SHOES are considered a hygienic product. We take matters of hygiene and public safety seriously and do not allow used items to be returned for the safety of all our customers.
Q: DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN / EXCHANGES?
A: Yes, all customers are responsible for return shipping costs. We charge a fixed sum of Rs. 250.00 for any returns.
Q: HOW CAN I TRACK MY RETURNS?
A: Track your return/exchange using the information provided by your carrier to ensure it has been delivered to TruTuff Shoes. We will send you a return confirmation email once we have received your package and refund has been processed, you can also view the status of your return or exchange in your online order history.
Q: WHEN WILL I RECEIVE MY REFUND?
A: A full refund will be provided to the original method of payment after we / l have received, inspected, and confirmed that the products are unused and original packaging is intact. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.
Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us.
Q: ARE THERE ANY DEDUCTIONS ON THE AMOUNT PAID BY ME WHILE BUYING THE PRODUCT?
A: No we do not deduct anything for Shoes returned by you. Just that you have to send the shoes to us.
Q: HOW MAY I CONTACT YOU?
A: You may contact us by e-mail at email@example.com. The Trutuff Shoes Support team is headed by the Customer Support Officer and it operates seven days a week, 365 days a year. To get in touch, please write to The CSO, TruTuff.Shoes and include your order number and product details in the email. We always guarantee a response within 24 – 48 hours and will be happy to help you! You can get all the contact details from our CONTACT US page.
Q: WILL I BE REFUNDED MY EXPRESS SHIPPING COST?
A: No. We provide free standard shipping for all orders, however, any shipping costs will not be refunded.
Q: WHAT IF THE ITEM IS LOST IN TRANSIT?
A: By ordering from us, you agree with our shipping times. Most orders get delivered within the time-frame mentioned in our shipping policy, however, external factors such as inspection by any government department may sometimes cause delays. If your order Shipping time exceeds by 30 business days than our displayed time, you can contact us and we will be sent you a replacement or a refund.