Refund & Return Policy – True Care Store

At True Care Store, we aim to ensure every customer receives high-quality products in perfect condition. Due to the nature of pharmaceutical products, returns and refunds must follow strict guidelines to ensure safety, compliance, and hygiene standards.

Please read the policy carefully before placing an order.

1. Eligibility for Returns

We accept returns only under the following conditions:

  • You received the wrong product
  • The product arrived damaged
  • The product is expired at the time of delivery
  • The package is missing items that were paid for

To remain compliant with safety regulations, we cannot accept returns for:

  • Opened or used medicines
  • Products with tampered seals
  • Temperature-sensitive items
  • Items damaged due to customer mishandling
  • Orders placed by mistake or change of mind

2. Return Request Process

If you qualify for a return:

  1. Contact us within 48 hours of delivery
  2. Provide order number, product photos, and issue details
  3. Our support team will verify the issue
  4. If approved, we will arrange pickup or provide return instructions

All return requests must be initiated via:

[Insert Email / Contact Form]

3. Refund Process

After the returned product is inspected and approved, the refund will be processed within:

  • 3–7 business days for wallet/store credit
  • 5–10 business days for bank/UPI/credit card refunds
  • Refund timelines depend on payment provider processing speed

Refunds will be issued through the original payment method, unless otherwise requested.

4. Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Customer provides incorrect shipping address
  • Customer fails to receive the package after multiple delivery attempts
  • Order cancellation after shipping

5. Order Cancellation Policy

  • Orders can be cancelled within 2 hours of placing the order.
  • Once shipped, cancellations are not possible.
  • If payment has been made and cancellation is approved, refund will follow standard timeline.

6. Defective or Damaged Products

If you receive a damaged or defective product:

  1. Take clear photos/videos of the package and product
  2. Notify us within 24–48 hours
  3. We will investigate and provide a resolution

Depending on the situation, we may offer:

  • Replacement
  • Store credit
  • Partial or full refund

7. Missing or Incorrect Items

If your order arrives incomplete or contains incorrect items:

  • Report within 48 hours
  • Provide unboxing video or photos
  • We will assess and dispatch the missing/correct items quickly

8. International Orders

For international shipments:

  • Customs delays, duties, and local regulations are outside our control
  • Refunds are not provided if customs return or confiscate restricted items
  • Shipping and customs fees are non-refundable