Refund, Return & Cancellation Policy

At Truslen Coffee India (operated in partnership with Aduaraa LLP), customer satisfaction and safety are paramount. Because our products are imported food, functional beverage, and dietary supplement sachets, this policy outlines the exact procedures, timelines, and conditions governing cancellations, replacements, and refunds under Indian consumer protection guidelines and payment gateway operating standards.

1. Order Cancellation Policy

We aim to dispatch confirmed orders promptly through our national courier partners from our Ahmedabad fulfillment center.

• Cancellation Before Dispatch: You may cancel your order free of charge within 12 hours of order placement or anytime before your consignment is handed over to the courier partner. To cancel, contact our customer support team immediately at care@truslen.in or message us on WhatsApp at +91 8487861237 with your Order ID.
• Cancellation After Dispatch: Once an order is dispatched and a courier consignment tracking number has been generated, it cannot be cancelled in transit. You may refuse delivery at your doorstep or follow the return process described below.

2. Return & Replacement Eligibility (7-Day Window)

Due to strict hygiene, food safety, and temperature-sensitive storage requirements for consumable beverages:

• Eligible Return Reasons: We accept returns or provide free replacements within 7 calendar days of confirmed delivery in the following circumstances:
  1. The outer shipping carton or inner product packaging arrived physically damaged, torn, or leaking during transit.
  2. The factory nitrogen safety seal of the pouch/box is broken or tampered with upon receipt.
  3. You received an incorrect SKU, variant, or quantity differing from your confirmed order.
  4. The product received has passed its indicated expiration date.
• Non-Returnable Conditions:
  1. Products where individual sachets have been opened, consumed, or partially used.
  2. Items returned without original packaging, labels, batch numbers, or MRP stickers.
  3. Return requests raised after 7 days from the delivery date recorded by the courier partner.
  4. Personal preference regarding taste, sweetness level, or sensory aroma (as all nutritional ingredients and flavor profiles are transparently detailed prior to purchase).

3. Step-by-Step Return & Claim Process

To initiate a return or replacement request:

1. Document the Issue: Take clear photographs or a short video of the outer shipping box, shipping label with tracking barcode, and the damaged or incorrect product pouch/box showing batch details.
2. Submit Notification: Send an email to care@truslen.in or message us via WhatsApp at +91 8487861237 within 7 days of delivery. State your Order ID, contact phone number, and attach the photos/videos.
3. Verification: Our support team will review and verify your claim within 24 to 48 business hours.
4. Reverse Pickup or Replacement: Upon approval, we will schedule a reverse pickup at no additional cost to you through our logistics network. In locations where reverse pickup is unavailable, our team will guide you on self-ship options and reimburse standard speed courier costs upon receipt of the postal invoice.

4. Refund Timelines & Modes of Payment

All refunds are processed strictly through authorized Indian payment gateway channels back to the original payment source. In accordance with Reserve Bank of India (RBI) guidelines and merchant payment gateway protocols:

5. Damaged, Leaking or Tampered Deliveries

If your shipment arrives with outer transit damage, moisture, or broken seals, please refuse delivery from the courier agent immediately and take an exterior photo. If discovered after opening, report within 48 hours with packaging photos for priority replacement dispatch.