Refund policy

No-Return Policy & Replacement Terms

Company: Harsim Agro Tech Pvt. Ltd. (Brand: True Oils)
Effective Date: February 2026
Customer Support: feedback@trueoils.in · +91 8729 000601

True Oils sells natural, cold-pressed food products manufactured at a licensed facility under strict quality controls. Due to the perishable and edible nature of our products, we operate a strict no-return, no-refund policy on all dispatched orders. However, we take full responsibility for errors on our part. This policy defines the two limited circumstances in which we provide a free replacement, and explains your rights under Indian consumer law.

1. All Sales Are Final — The General Rule

Once an order has been dispatched from our facility, the sale is final. We do not accept returns or issue refunds for any of the following:

Change of mind or preference after dispatch
Finding the product cheaper elsewhere
Personal dislike of taste, flavour intensity, or aroma (e.g. mustard oil pungency is a documented and disclosed characteristic of authentic Kachi Ghani cold-pressed mustard oil)
Natural variation in colour, aroma, viscosity, or sediment between batches — this is inherent to unrefined cold-pressed oils and is explicitly disclosed on our product labels ('Colour Changes, The Effect Doesn't')
Allergic reactions or personal intolerance to natural food ingredients — always read labels and consult a physician before consuming new food products if you have known sensitivities
Products that have been opened, used, or tampered with after delivery
Orders placed on Amazon, Flipkart, JioMart, or any third-party marketplace (governed by those platforms' own return policies)
Delays in delivery caused by courier, public holidays, or circumstances beyond our control

Legal basis: This policy is consistent with Section 2(9) of the Consumer Protection Act, 2019. Our products meet all applicable FSSAI, ISO, and labelling standards. Nothing in this policy overrides your statutory consumer rights.

2. Exception 1 — Product Damaged in Transit

If your order arrives with a broken bottle, cracked seal, or significant leakage caused during courier transit, we will dispatch a free replacement. You are not required to return the damaged product.

Conditions:

Damage must have occurred during transit, not after delivery
You must notify us within 48 hours of the delivery date
You must provide clear photographic or video evidence of: (a) the damaged product, (b) damaged outer packaging, (c) shipping label showing your order details

How to claim:

WhatsApp photos/video to +91 8729 000601
OR email feedback@trueoils.in with subject: "Transit Damage — Order #[Order Number]"
Include: your name, order number, product name, and evidence

Our response:

We will review within 2 business days
If approved, replacement dispatched within 3 business days at no cost

⚠ Claims submitted beyond 48 hours of delivery, or without photographic/video evidence, cannot be processed.

3. Exception 2 — Wrong Product Dispatched

If we send a product different from what you ordered (e.g. you ordered Flaxseed Oil and received Sesame Oil), we will dispatch the correct product at no cost. You are not required to return the incorrect product.

Conditions:

The product received must be clearly different from what was ordered (different product name on the label)
Notify us within 48 hours of delivery
Provide a photograph of: (a) the received product label, and (b) your order confirmation or packing slip

How to claim:

WhatsApp: +91 8729 000601
Email: feedback@trueoils.in with subject: "Wrong Product — Order #[Order Number]"

Our response:

Verified against dispatch records within 2 business days
Correct product dispatched within 3 business days if confirmed

4. Pre-Dispatch Cancellations

Orders may be cancelled only before they have been picked up by our courier. Contact us immediately:

WhatsApp: +91 8729 000601
Email: feedback@trueoils.in

Cancellations confirmed before dispatch: Full refund to original payment method within 5–7 business days.

Once dispatched: Cancellation is not possible and the no-return policy applies.

5. Prepaid Orders That Cannot Be Delivered

If a prepaid order is returned to us because the address provided was incorrect, incomplete, or because the customer was unavailable for delivery attempts:

We will deduct forward and return shipping costs from the order value
The remaining balance will be refunded within 7–10 business days to your original payment method

If non-delivery was solely due to our error, we will re-dispatch at no additional cost.

6. Marketplace Orders

For products bought on Amazon, Flipkart, JioMart, or any other marketplace, returns and refunds are governed entirely by those platforms' policies. Raise your request directly through the platform. You may additionally write to feedback@trueoils.in to report a quality concern for our internal records.

7. Your Consumer Rights Under Indian Law

Nothing in this policy overrides your statutory rights under the Consumer Protection Act, 2019. If you believe you have received a genuinely defective product that fails to meet prescribed safety or quality standards, you have the right to:

File a complaint with our Grievance Officer: Dr. Simmi Gupta, feedback@trueoils.in, +91 8729 000601
Approach the District Consumer Disputes Redressal Commission in your area
Contact the National Consumer Helpline: 1800-11-4000 (toll-free) or consumerhelpline.gov.in