Refund & Cancellation Policy
Last Updated: August 2026
At True Family, operated by Nav Shakti Health Wellness Care Pvt. Ltd., we want every order to reach you safely and in proper condition. Please read this Refund, Return & Cancellation Policy carefully before placing an order.
1. Order Cancellation
Orders can be cancelled only before they are processed or dispatched.
To request a cancellation, please contact our customer support team as soon as possible and provide your:
- Order number
- Registered name
- Registered mobile number or email address
Once an order has been packed, shipped, or handed over to the delivery partner, cancellation may no longer be possible.
2. Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, leaking, broken, incorrect, or missing from your package, please contact us within 48 hours of delivery.
For verification, we may request your order number, clear photographs of the product, photographs of the outer packaging and shipping label, and an unboxing video where applicable.
After verification, we may provide a replacement, refund, or another appropriate resolution, depending on the circumstances.
3. Return Eligibility
Due to the nature of our nutraceutical, herbal, Ayurvedic, personal care, and wellness products, opened, used, tampered, or unsealed products are generally not eligible for return.
Returns may be considered if the wrong product was delivered, the product arrived damaged, the product was defective upon delivery, or an item was missing from the package.
Eligible items should remain in their original packaging wherever reasonably possible.
4. Non-Returnable Items
Returns or refunds may not be accepted for change of mind after delivery, products ordered incorrectly by the customer, products no longer required, opened or used products, products whose seals were damaged after delivery, products damaged through misuse or improper storage, minor packaging or appearance variations that do not affect the product, complimentary promotional gifts unless defective, or products sold under certain final-sale or clearance promotions.
5. Refund Process
Once a refund request has been approved, the refund will generally be processed through the original payment method.
Depending on your bank, UPI provider, card issuer, or payment gateway, the amount may take approximately 5–10 business days to reflect after the refund has been processed.
Any additional processing time taken by the bank or payment service provider is outside our control.
6. Cash on Delivery Orders
For eligible Cash on Delivery (COD) orders, approved refunds may require valid bank account or UPI details so that the amount can be transferred electronically.
Our customer support team will provide the necessary instructions.
7. Shipping & Additional Charges
Original shipping fees, COD charges, convenience fees, or similar service charges may be non-refundable unless the refund is due to an error on our part, such as delivery of a damaged or incorrect product.
8. Refused or Undeliverable Orders
Additional shipping or re-dispatch charges may apply if an order is returned because delivery was refused, the address provided was incorrect or incomplete, the customer could not be contacted, or repeated delivery attempts were unsuccessful.
For prepaid orders, applicable logistics or handling charges may be deducted from the refund where permitted.
9. Replacement Requests
If a replacement is approved, the replacement product will be dispatched after verification.
Replacement timelines may depend on product availability, delivery location, and courier serviceability.
If the requested replacement is unavailable, we may provide a refund or another suitable resolution.
10. Offers, Combos & Free Gifts
For orders purchased under combos, bundles, Buy One Get One offers, promotional campaigns, or other special offers, the complete promotional arrangement may be considered while processing a return or refund.
Any complimentary gift included with the order may also need to be returned unused where applicable.
Refund amounts may be adjusted according to discounts or promotional benefits received on the original order.
11. Cancellation by True Family
True Family may cancel an order due to circumstances such as product unavailability, incorrect pricing or listing information, payment verification issues, suspected fraudulent activity, delivery restrictions, or technical and operational errors.
If a prepaid order is cancelled by us, the eligible amount will be refunded to the original payment method.
12. How to Request a Refund, Replacement or Cancellation
Please contact us with your order number and reason for the request:
True Family
Nav Shakti Health Wellness Care Pvt. Ltd.
Website: truefamily.in
Email: truefamilytruecare@gmail.com
Phone: 98705 45554
For quicker assistance, always mention your order number when contacting us regarding a cancellation, refund, or replacement.
