Return & Refund Policy

At Truegrade (a brand of Kllydsa Lifestyle Private Limited), we formulate every product to deliver the best possible results — transparently. We stand behind the quality of everything we make. If something has gone wrong with your order, we will take care of it.

Please read this policy carefully before raising a return or refund request. All requests are subject to the conditions set out below.

 

1. When Are Returns & Refunds Eligible?

Truegrade offers refunds or replacements only in the following cases:

•       You received the wrong product (different from what you ordered);

•       You received a damaged or defective product;

•       You received an expired product; or

•       You received an empty or tampered package with no product inside.

Please note: Truegrade does not accept returns or issue refunds for change of mind, personal preference, or dissatisfaction with results, as skincare outcomes vary by individual. We encourage you to use our AI Skin Analysis feature or contact us before purchasing if you have any concerns about product suitability.

 

2. Return Request Time Limit

All return and replacement requests must be raised within 7 (seven) days from the date of delivery of the product. Requests submitted after 7 days from the delivery date will not be entertained under any circumstances.

The delivery date will be determined based on the tracking information provided by our logistics partner.

 

3. How to Raise a Return or Refund Request

To raise a return or replacement request, please follow these steps:

Step 1: Contact Us Within 7 Days

Send an email to info@thetruegrade.com or call/WhatsApp us at +91 8448667957 within 7 days of delivery. Your message must include: your order number, the reason for the return request, and clear photographic or video evidence of the issue (see Section 4).

Step 2: Submit Documentary Proof

Attach clear photographs or a video clearly showing the product, packaging, and the issue being reported. Requests submitted without adequate documentation may not be processed.

Step 3: Await Review

Our team will review your request within 48 hours of receipt. You will be notified by email or WhatsApp once a decision has been made.

Step 4: Reverse Pickup

If your request is approved, Truegrade will initiate a reverse pickup. Our courier partner will collect the product directly from your doorstep at no cost to you. Please ensure the product is packed securely in its original packaging wherever possible.

Step 5: Refund or Replacement Processing

Once the returned product is received and inspected by our team, and the reported issue is verified, we will initiate a refund or dispatch a replacement within 24 hours. Refunds will be credited to the original payment method used at the time of purchase.

 

4. Documentary Evidence Required

The following evidence is required when raising a return request:

•       Wrong product received: Clear photograph of the product received, showing the label and packaging.

•       Damaged product: Photographs clearly showing the damage to the product and/or outer packaging.

•       Expired product: Photograph of the product label showing the expiry date.

•       Empty or tampered package: A continuous, unedited video recording of the unboxing of the package, starting before the package is opened. This is mandatory for empty package claims and no exception will be made.

Evidence submitted must be clear, unedited, and taken at the time of receipt. Requests without adequate proof may be declined.

 

5. Order Cancellation

•       Orders that have not yet been shipped can be cancelled. Please contact us immediately at info@thetruegrade.com or call/WhatsApp us at +91 8448667957 if you wish to cancel an order before dispatch.

•       Orders that have already been shipped cannot be cancelled. Once dispatched, the order must be received and a return request raised under Section 3 if applicable.

•       In cases where Truegrade cancels an order (for example, due to a Pin Code becoming unserviceable or a stock issue), a full refund for prepaid orders will be processed within 48 hours of cancellation.

 

6. Refund Timeline

Once a return has been received and verified by our team:

•       Refund initiation: Within 24 hours of verification.

•       Credit to your account: Typically 5 to 7 working days, depending on your bank or payment provider.

•       UPI / Wallet refunds: Usually reflected within 1 to 3 working days.

If you have not received your refund within 10 working days of our confirmation, please contact us at info@thetruegrade.com or +91 8448667957.

 

7. Products That Are Not Eligible for Return

The following are not eligible for return, refund, or replacement:

•       Products returned without prior approval from the Truegrade team.

•       Products that have been used beyond a reasonable amount (e.g., more than 20% of the product consumed).

•       Products where the original packaging, seal, or label has been tampered with by the customer.

•       Products purchased from third-party platforms or unauthorised resellers. Truegrade is only responsible for products purchased directly through www.thetruegrade.com.

•       Requests raised after 7 days from the date of delivery.

 

8. Contact Us

For all return, refund, or replacement queries, please reach out to us:

Email: info@thetruegrade.com

Phone / WhatsApp: +91 8448667957

Website: www.thetruegrade.com

We aim to respond to all return and refund queries within 48 hours on business days.

 

Note: Truegrade reserves the right to amend this Return & Refund Policy at any time. The version published on www.thetruegrade.com at the time of your purchase will apply to your order. This policy does not affect your statutory rights under applicable Indian consumer protection law.