At Truvio, we understand that circumstances may change, and you might need to cancel an order or request a refund for your purchase of home-finishing and building materials or related services. Our Cancellation and Refund Policy is designed to ensure a smooth and hassle-free experience for our valued customers. Please read the following terms and conditions carefully.
This Policy applies to all products and services purchased on the Truvio app and website, whether sold by Truvio or by sellers listed on Truvio. Some products may carry a separate return policy, which will be shown on the product page and will apply in addition to this Policy.
1. Cancellation Policy
1.1. Order Cancellation by Customer
Orders can be cancelled only on request. To request a cancellation, please contact our customer support team via email, phone or WhatsApp, along with your order number and the reason for cancellation.
Orders placed against a quotation that has been finalised and paid for, including quotations generated from an image or file shared by you on the Platform, cannot be changed, cancelled or returned for any reason, except for damaged or defective products, which will be handled as per Section 2.2 of this policy. Please check every item in the quotation carefully before you finalise it and make payment.
All cancellation requests are subject to review. A cancellation will be processed only after Truvio confirms its approval in writing (by email, WhatsApp or SMS). A request is not treated as accepted until such written approval is issued.
Truvio reserves the right, at its sole discretion, to accept or reject any cancellation request on any grounds, including where the order has already been processed, packed, shipped, procured from the seller or brand, or sent for production.
If your cancellation request is approved, we will issue a refund to the original payment method within 7-10 business days from the date of approval. Truvio may deduct applicable charges already incurred, such as delivery, handling or procurement charges, which will be informed to you in the approval.
If you refuse delivery of a shipped order without a valid reason (such as damage or a wrong item), delivery and return charges may be deducted from your refund.
1.2. Cancellation of Custom Orders and Services
Made-to-order products (such as modular kitchens, modular wardrobes, windows, cut-to-size items and custom colour-tinted paints) can be cancelled free of charge only before the design is confirmed and the order is sent for production. Once production has started, cancellation may not be possible, or cancellation charges may apply based on the work already done. These charges will be shown to you before you confirm the order.
Site measurement, design consultation and installation visits can be rescheduled or cancelled free of charge up to 24 hours before the scheduled time. Any advance paid for a visit cancelled within 24 hours may not be refundable.
1.3. Order Cancellation by Truvio
We reserve the right to cancel an order due to unavailability of stock, pricing or listing errors, delivery not being possible to your location, or any other unforeseen circumstances. In such cases, we will notify you and issue a full refund within 7-10 business days. No cancellation charges will be levied on you in such cases.
If we suspect any fraudulent activity or misuse of offers, we may cancel the order and inform the relevant authorities.
2. Refunds Policy
2.1. Returns Due to Product Dissatisfaction
If you are not satisfied with your purchase, you may request a return and refund within 3 days of receiving the order, through the app or by contacting customer support.
Orders placed against a finalised and paid quotation generated from an image or file shared by you are not eligible for return due to dissatisfaction, as stated in Section 1.1 of this policy and Section 4 of our Terms of Service. Only damaged or defective products in such orders may be reported under Section 2.2.
To be eligible for a return, the item must be unused, uninstalled, in its original sealed packaging with all accessories, manuals and warranty cards, and in the same condition in which it was delivered.
All flooring products (such as tiles, stone, marble, granite, wooden, laminate and vinyl flooring) and all sanitaryware products are non-returnable and cannot be returned for dissatisfaction, whether opened or unopened.
The customer will be responsible for the pickup or return shipping charges applicable to the return.
Items listed as non-returnable in Section 2.3 are not eligible for returns or refunds.
Once the returned item is received and passes the quality inspection, the refund will be processed in accordance with Section 2.5 of this policy.
2.2. Returns/Exchanges for Damaged, Defective or Wrong Items
At the time of delivery, you must check the product and share clear photos and/or videos of the product and its packaging with our customer support team via phone, WhatsApp or email. You must accept the delivery only after our customer support executive confirms that you may do so. If the packaging is visibly damaged or tampered with, you may refuse to accept the delivery; in such cases, please connect with our customer support team immediately and request a replacement.
If you receive a damaged, defective, wrong or short-quantity item, you must notify our customer support team within 24 hours of delivery.
For orders placed against a quotation generated from an image or file shared by you, only damaged or defective products can be reported. Since the items in such a quotation are shared with you and confirmed by you before payment, items supplied as per the confirmed quotation shall never be treated as a "wrong item".
Your request must include your order number, details of the issue, and clear supporting photographs and/or videos showing the damage or defect, including the outer packaging and product label.
Our team will review the information provided and may request additional details or arrange a technician visit if required.
If the claim is approved, we will arrange return or pickup instructions, and, where applicable, offer either:
a replacement of the same product (subject to availability), or
a full refund.
Minor variations in shade, colour, texture or veining in tiles, stone, wood and similar natural or manufactured materials are normal and are not treated as defects. Product images on the app are for reference only. If you need materials from the same batch, please order the full quantity in a single order.
2.3. Non-Returnable Items
The following items are not eligible for return or refund, unless they are delivered damaged, defective or wrong:
Made-to-order and customised products, such as modular kitchens, modular wardrobes, windows, cut-to-size items and custom colour-tinted paints
Products that have been installed, fixed, cut, mixed, opened or used
All flooring products (such as tiles, stone, marble, granite, wooden, laminate and vinyl flooring) and all sanitaryware products
Loose or bulk items sold by weight or length, such as wires, pipes, cement, adhesives and grouts
Clearance, discounted or "final sale" items marked as non-returnable
Gift cards and vouchers
Any product shown on the Truvio app or website with a "Non-Returnable" badge or label, which shall strictly be treated as non-returnable
2.4. Warranty Claims and Installation Services
Products are covered by the manufacturer's or brand's warranty as stated on the product page or warranty card. Warranty claims after the return period are handled directly by the brand or its authorised service centre, and we will help you raise the claim.
If an installation done by a Truvio installation partner is faulty, please report it within 7 days of completion. We will arrange a free inspection and rectify any workmanship issues.
Installation charges are not refundable once the installation is complete, except where the installation is found to be faulty and cannot be rectified.
Product warranties (e.g., manufacturer warranties on Jaquar sanitaryware, electricals, or smart home products) are provided by the respective brand/Seller and are passed through to the Buyer as per the brand's warranty terms. Truvio does not independently warrant Products beyond what is stated by the manufacturer, except for Products sold directly by Truvio under its own brand, if any.
Except as expressly stated, the Platform and all Products are provided "as is" and "as available," without warranties of any kind, to the fullest extent permitted by law.
Warranty registration: some brands (including Jaquar and other manufacturers) require the Buyer to register the Product's serial number or invoice directly with the brand to activate or claim warranty. Unless a Listing explicitly states that Truvio handles registration on the Buyer's behalf, this is the Buyer's responsibility. Truvio will provide the invoice and any documentation needed to complete this registration.
2.5. Processing Refunds
Once we receive the returned items and verify their condition, we will process the refund to the original payment method within 7–10 business days.
For Cash on Delivery orders, the refund will be made to your bank account or UPI ID, or as Truvio wallet credit if you choose. No cash refunds will be given in any case; all refunds are made only through bank transactions or to your Truvio wallet.
For returns due to product dissatisfaction, the refund will include the purchase price of the returned items and applicable taxes. Pickup or return shipping charges paid by the customer are non-refundable. Loading and unloading charges may also apply to the return, and these shall be borne by the customer only.
For approved returns relating to damaged, defective or wrong items, the refund will include the purchase price of the returned items, applicable taxes, and any eligible shipping charges.
If returned items (for dissatisfaction-based returns) are found to be used, damaged after delivery, incomplete, or not in their original condition, we reserve the right to reject the return or deduct a restocking fee of up to 20% of the item's price, where applicable.
Any discount, coupon or cashback used on the order will be adjusted in the refund amount. For partial returns, the refund will be calculated after adjusting the offer applied on the order. In all such cases, only the amount actually paid by the customer, excluding any offer, discount, coupon or cashback value, will be refunded.
3. Contact Us
If you have any questions or concerns regarding our Cancellation and Refund Policy, please do not hesitate to contact our customer support team:
Email: contact@truvio.in
Phone / WhatsApp: +91 8585857018
Business hours: Monday to Friday, 10:00 AM to 5:30 PM
Address: B-101, The Temple Apartment, New 150 Ft Ring Road, Beside Karan Arjun Party Plot, Mota Mava, Rajkot, Gujarat - 360005
If your issue is not resolved, you may contact our Grievance Officer, Mr. Savan Kothadiya, at grievances@truvio.in or write to our registered address: B-101, The Temple Apartment, New 150 Ft Ring Road, Beside Karan Arjun Party Plot, Mota Mava, Rajkot, Gujarat - 360005. Complaints will be acknowledged within 48 hours and resolved within one month of receipt.
We are committed to providing exceptional customer service and ensuring your satisfaction.
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