Refund policy

Return/Replacement Policy

  1. Return is a scheme provided directly under this policy in which the option of exchange, replacement or refund is offered.
  2. Return/replacement/exchange is provided within 7 days after delivery of the product.
  3. Return/replacement/exchange is offered if the product received is damaged/defective.
  4. All products listed under a particular category may not have the same returns policy.
  5. The returns/replacement policy provided on the product page shall prevail over the general returns policy for all products.
  6. Refer to the respective item's applicable return/replacement policy on the product page for any exceptions to this returns policy.
  7. Pick-up or replacement cannot be delivered to a different address.
  8. A valid photo or video that clearly shows the issue with the product (such as defects or damage) will be required for all returns, replacements, or exchanges.
  9. This helps us verify the issue and ensure that we provide you with a swift resolution.
  10. If your order is delayed while it is still In Transit with the courier partner, a refund/cancel cannot be processed during this period. Refunds will only be initiated once the courier partner officially marks the shipment as RTO (Return to Origin) or confirms that the package cannot be delivered and has been returned to the seller.
  11. To initiate a return, replacement, or exchange request, customers must submit their request by emailing help@truewello.com from their registered email address. Requests made through WhatsApp chats, phone calls, SMS, or any other communication channel will not be considered as an official return request. Only requests received via help@truewello.com will be accepted and processed.

  12. Once you place an order on Truewello.com, your Order ID and order confirmation will be sent automatically to your registered WhatsApp number from +91 76965 86994 and to your registered email address.

    Please note that this WhatsApp number is an automated notification service only. Messages sent to this number are not monitored, and no replies will be provided. If you send a message, please allow 24–48 business hours for a response, if applicable.

    For any order-related queries, assistance, or customer support, please contact our official support team on +91 83605 96002 or email us at help@truewello.com. This is our only official customer support contact for prompt assistance.

  13. Return / Refund Request Policy

    To ensure that your return request is processed successfully, customers must notify us via email at help@truewello.com on or before the 6th day from the date of delivery. This allows us sufficient time to raise the pickup request with our courier partner within the eligible return window.

    Example: If your order is delivered on 29th, you must email your return request by 3rd. Requests received on the 7th day or later cannot be processed for a standard return because our courier partners do not accept pickup requests once the return window has closed.

    If a return request is submitted on the 7th day or after, it will be treated as outside the return window, and only a partial refund (if applicable under our policy) may be considered.

    Please note that return requests are accepted only via email at help@truewello.com. Requests made through WhatsApp, phone calls, or social media will not be considered as an official return request.

  14. Customer Information & Shipping Policy

    • Customers are requested to enter their full name, mobile number, email address, complete shipping address, and PIN code carefully while placing an order. Please ensure that all details are accurate before completing your purchase.

    • If you notice any mistake in your shipping details after placing the order, you must contact our Customer Support Team within 24 hours of placing the order via WhatsApp or Call at +91 83605 96402 to request the correction.

    • Once an order has been processed and dispatched from our warehouse, we will not be able to modify the customer's name, phone number, shipping address, PIN code, or fulfill any related requests.

    • If an incorrect address, phone number, or PIN code provided by the customer results in delivery issues, failed delivery attempts, return-to-origin (RTO), or any additional courier charges, Truewello shall not be held responsible for the incorrect information submitted by the customer.

    • In such cases where the error is on the customer's end and the shipment has already been handed over to the courier partner, Truewello will only process a partial refund of the order amount, after deducting applicable shipping charges, return shipping charges, payment gateway charges (if applicable), and any other logistics or handling costs incurred.

  15. Delivery Attempt Policy

    • Once your order is marked Out for Delivery, please ensure that you are available at the delivery address and answer calls from the courier partner.

    • If you are unavailable or fail to answer the courier partner's calls on the delivery date, you must immediately contact our Customer Support Team via WhatsApp or Call at +91 83605 96402 so that we can coordinate with the courier partner for another delivery attempt.

    • Upon the customer's request, Truewello can initiate up to three (3) delivery attempts with the courier partner. However, the date and time of the re-delivery are solely decided by the courier company and are beyond Truewello's control. We can only submit the re-attempt request on your behalf.

    • If the customer remains unavailable or fails to accept the delivery after all three delivery attempts, the shipment may be returned by the courier partner.

    • In such cases, where the delivery could not be completed due to the customer's unavailability or non-response, Truewello will process only a partial refund of the order amount, after deducting applicable shipping charges, return shipping charges, payment gateway charges (if applicable), and any other logistics or handling costs incurred.

Condition for return/replacement:

Your product will be checked for the following conditions:

  1. Correct Product: Name/ image/ brand/ serial number/ article number/ bar code should match, and the MRP tag should be undetached and visible. ( Should be intact as received).
  2. Complete Product: All in-the-box accessories, freebies, and combos (if any) should be present.
  3. Unused Product: The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).
  4. Undamaged Product: The product should be undamaged without scratches, dents, tears, or holes.
  5. Undamaged Packaging: The product's original packaging/ box should be undamaged.
  6. A proper image of the product or video need to be submitted on help@truewello.com

Refund Policy

  1. For any products for which a refund is to be given, the refund will be processed once the returned product has been received by Coodzy Digital Marketing LLP in the condition as mentioned in return/replacement policy.
  2. In case a customer wants a refund in the bank account (only applicable in COD case), details of the bank account should be submitted.
  3. In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given to the original source of payment.
  4. In case of prepaid orders, refund will be processed to the original payment source within 7-9 business days from the day condition in point 1 is fulfilled.
  5. In case of COD order, refund will be processed to the bank account within 15 days from the day condition in point 1 & 2 is fulfilled.
  6. The advance COD payment shall be refunded only if the product received is damaged/defective.

Website: Truewello.com

At Truewello, customer safety, hygiene and product quality are our highest priorities. Since many of our products are designed for orthopedic, comfort, wellness and medical-support purposes, they come into direct and prolonged contact with the body.

To maintain strict hygiene standards and ensure the safety of our customers, the following Return, Replacement and Refund Policy applies to all orders placed on Truewello.com.

1. Products Eligible for Return & Refund

Truewello Car Comfort Combo

The Truewello Car Comfort Combo is eligible for return and refund, subject to the conditions mentioned below.

A return request may be accepted if:

  • The product is unused and in resalable condition.

  • The product is returned with its original packaging and accessories.

  • The product has not been damaged, washed, modified or misused.

  • The return request is raised within the applicable return period.

  • The product passes our quality inspection after reaching our warehouse.

Refund Process

Once the returned product reaches our warehouse, our Quality Control team will inspect the product.

Refunds are processed only after successful Quality Control approval.

The QC process may take up to 2 business days after the returned package is received at our warehouse.

If the product does not meet our return conditions, the return may be rejected and the refund may not be processed.

2. All Other Truewello Products – No Return & No Refund

Except for the Truewello Car Comfort Combo, all other products available on Truewello.com are strictly non-returnable and non-refundable.

This includes, but is not limited to:

  • Orthopedic Pillows

  • Cervical / Neck Pillows

  • Wedge Pillows

  • Coccyx Cushions

  • Seat Cushions

  • Back Support Products

  • Memory Foam Products

  • Other orthopedic, wellness or medical-support products

Why are these products non-returnable?

Our products are designed for personal orthopedic, wellness and comfort use and may come into direct contact with the customer's body.

For hygiene, health, safety and quality-control reasons, once such a product has been dispatched/delivered, we cannot accept it back into our inventory for resale.

This policy is implemented to protect both our customers and the integrity of our products.

Therefore, change-of-mind returns, preference-based returns, comfort preference issues, size/preference issues or similar reasons will not qualify for a refund or return for these products.

3. Replacement is Available for Eligible Issues

Although the above products are non-returnable and non-refundable, replacement may be provided in case of a genuine product-related issue, subject to verification by Truewello.

Replacement may be considered in cases such as:

  • Product received damaged

  • Wrong product received

  • Manufacturing defect

  • Missing product or component

  • Significant damage caused before delivery

The customer must report the issue within the applicable complaint/replacement period and provide the required photographs/videos or other information requested by our support team.

All replacement requests are subject to verification and approval by Truewello.

4. Medical & Hygiene Product Disclaimer

Truewello products are designed to provide comfort, support and wellness benefits. They are not intended to replace professional medical diagnosis, treatment or advice.

Because these products are intended for personal use and may come into direct contact with the body, used or opened products cannot be accepted back for resale, except where specifically permitted under this policy.

This restriction is primarily intended to maintain appropriate hygiene and safety standards for every customer receiving a Truewello product.

5. Wrong or Damaged Product

If you receive a product that is:

  • Incorrect

  • Damaged during transit

  • Defective

  • Missing any essential component

please contact our customer support team as soon as possible with clear photographs/videos of the product, packaging and shipping label.

After verification, Truewello may provide a replacement or another appropriate resolution, depending on the nature of the issue.

6. Quality Inspection

For products eligible for return, every returned package is subject to a quality inspection at our warehouse.

The inspection may include checking:

  • Product condition

  • Usage marks

  • Physical damage

  • Original packaging

  • Accessories/components

  • Signs of washing or cleaning

  • Signs of modification or misuse

A refund will be initiated only after the product successfully passes the required inspection.

7. No Refund for Change of Mind

We do not provide refunds simply because a customer:

  • Changed their mind

  • Ordered the wrong product

  • No longer requires the product

  • Does not like the product after delivery

  • Purchased the product by mistake

  • Finds the product different from their personal preference

For non-returnable orthopedic and wellness products, only eligible replacement requests arising from genuine product-related issues will be considered.

8. Fraudulent or Abusive Return Claims

Truewello reserves the right to investigate any return or replacement request.

Requests involving:

  • Used or damaged products

  • Missing components

  • Product tampering

  • False claims

  • Repeated unreasonable claims

  • Product substitution

  • Any attempt to misuse the return/replacement policy

may be rejected.

Truewello reserves the right to refuse future return or replacement requests where there is evidence of policy abuse or fraudulent activity.

9. Policy Acceptance

By placing an order on Truewello.com, the customer acknowledges and agrees to the Return, Replacement & Refund Policy applicable to the purchased product.

The eligibility of a return, replacement or refund will be determined according to the product category and the conditions specified in this policy.

Truewello reserves the right to update or modify this policy from time to time. Any changes will be published on this page.

Customer Support

For any return or replacement-related request, please contact our official customer support team through the contact details provided on Truewello.com.

Important: Return/replacement requests must be raised through the official Truewello customer-support channel. Requests made through unofficial sources may not be considered valid.

Offer Products – Return & Refund Policy

Products purchased under any special offer, promotional offer, discounted offer, Buy One Get One (BOGO) offer, combo offer, freebie offer, sale, or limited-time offer on Truewello.com are subject to the following strict policy.

1. No Return or Refund

All products purchased under an offer or promotional deal are strictly non-returnable and non-refundable.

Once an offer product has been successfully delivered, the customer cannot request:

  • Return of the product

  • Refund of the order

  • Cancellation after dispatch

  • Refund due to change of mind

  • Refund due to personal preference or dissatisfaction

2. Replacement Only

If the product is received damaged, defective, or with a manufacturing issue, the customer may be eligible for a replacement only, subject to verification and quality inspection by Truewello.

Replacement requests must be raised within the applicable replacement period mentioned on the website.

3. Quality Check

Any replacement request is subject to a quality check by Truewello. The company reserves the right to reject a replacement request if the product has been:

  • Used improperly

  • Damaged by the customer

  • Altered or modified

  • Physically damaged after delivery

  • Reported outside the applicable replacement period

  • Found to have no manufacturing or delivery-related defect

4. Offer / Free Product Conditions

Where an order includes a free product, BOGO product, combo item, or promotional gift, the offer is considered part of a single promotional purchase. Customers cannot request a refund or return for individual items included in the offer.

If a replacement is approved, the replacement will be processed according to the applicable offer terms and product availability.

5. Customer Responsibility

Customers are requested to carefully check the product, size, specifications, compatibility, and offer terms before placing an order. Placing an order on Truewello.com confirms acceptance of this policy.

6. Final Decision

Truewello reserves the right to inspect every replacement request and make the final decision regarding eligibility. Any replacement approval is subject to verification, product condition, and availability.

By purchasing an offer product from Truewello.com, you acknowledge and agree that the product is eligible for replacement only and is not eligible for return or refund.

Cancellation Policy

  1. The customer can cancel an order within 30 minutes of the order is placed.
  2. You cannot cancel the order once it's out for delivery. However, the customer may choose to reject it at the doorstep.
  3. In case of any cancellation from Coodzy Digital Marketing LLP due to unforeseen circumstances, a full refund is initiated for prepaid orders.
  4. Coodzy Digital Marketing LLP reserves the right to accept the cancellation of any order at any time.

    Truewello is a health & wellness brand operated by Coodzy Digital Marketing LLP, a registered company based in Zirakpur ( Punjab ), India. Our mission is to offer thoughtfully designed comfort products for your everyday life.

    Address - SEOND FLOOR, SHANTI ENCLAVE, DHAKOLI, Dhakaoli, MOHALI, Derabassi, Mohali- 160104, Punjab, India
    GSTIN - 03AATFC4913F1ZL
    CIN - ACE-8380
    Customer Care Helpline - 8360596402 ( MON - FRI ) 9 AM - 6 PM 
    Email - help@truewello.com , Info@coodzydigital.com