At Truvio, we aim to deliver your home-finishing and building materials safely and on time, and to install them to a high standard. This Shipping & Service Policy explains how orders are processed, delivered and installed. 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, and should be read along with our Cancellation & Refund Policy.
1. Order Processing & Delivery
1.1. Processing and Delivery Timelines
Orders are processed within 1-2 business days and then delivered on the timeline shown at checkout.
Standard delivery runs between 8:00 AM and 8:00 PM, Monday to Saturday, excluding public holidays.
The delivery timeline shown at checkout is an estimate and may change in the situations described below.
Made-to-order products, such as modular kitchens, wardrobes and windows, follow the production and delivery timeline shared at the time of design confirmation.
Truvio shall not be liable for any failure or delay in performance caused by circumstances beyond its reasonable control, including natural disasters, strikes, supply chain disruptions, government action, or manufacturing delays by Sellers.
1.2. When the Timeline May Change
Material unavailable or factory delay: The timeline shown at checkout is an estimate and may extend. We will notify you as soon as we know.
Delivery not possible within the delivery window (8:00 AM to 8:00 PM): We will reattempt delivery on the next business day at no extra charge.
Repeated failed delivery attempts: If delivery fails because the delivery location is closed or inaccessible, details are incorrect, or no one is available to receive it, re-delivery and storage charges may apply.
1.3. Receiving Your Order
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.
Labour arranged on-site before dispatch is confirmed: We cannot cover costs for labour booked ahead of a confirmed dispatch date. Please wait for dispatch confirmation via the app, SMS or WhatsApp.
Damage caused by our driver or unloader: We will review and cover verified costs within 7 business days of you reporting it, with photo or video proof.
Extra work asked of the driver or unloader on-site: Any work beyond delivery and agreed unloading is undertaken at your own arrangement and is outside our delivery liability.
Product photos on the app and website may vary from the actual product due to lighting, screen settings and natural variation in materials. This is not eligible for a refund or replacement.
Floor-wise delivery and unloading charges: If you select a floor for delivery and unloading, the charge will be calculated on the floor number entered plus one floor (for example, delivery to the 3rd floor will be charged as 4 floors). The final amount will be shown on the app or website at checkout.
2. Delivery Methods
Your order can reach you in one of the following ways, depending on the product and your site access:
Standard Delivery: Ground transit to the site gate or address. Unloading is not included by default and can be added at checkout for a fee.
Doorstep Delivery: Ground transit plus unloading at your doorstep, subject to lift availability and site feasibility.
Express Delivery: Priority delivery within 6 hours from the time of order, subject to stock availability and serviceability. Labour and unloading are not included and must be arranged by the customer.
3. Serviceable Regions & Eligibility
No minimum order value, unless a specific product page states otherwise.
We offer delivery to all serviceable PIN codes in selected districts in Gujarat. You can check your serviceability and estimated delivery time during checkout or on our homepage.
4. Loading & Unloading Terms
Standard Delivery: Delivered to the gate or address only. Unloading can be added at checkout for a fee.
Doorstep Delivery: Unloading is included, subject to lift availability and site feasibility. Carrying materials up stairs where no lift is available may attract additional charges.
Express Delivery: Unloading is not provided. Labour and unloading must be arranged by the customer on-site on arrival.
Any loading or unloading charges, whether for delivery or for a return, shall be borne by the customer only.
5. Shipping Fees & Address Accuracy
5.1. Shipping Fees
Shipping and delivery charges are calculated for each order and added to the estimate shared by Truvio. The final amount will be shown in your estimate and at checkout before you confirm the order.
5.2. Address Accuracy
Please double-check your delivery address, PIN code, lift availability and an active site phone number at checkout. Incorrect details are the most common cause of a missed delivery window.
If an order is delayed or fails due to incorrect or incomplete details provided by you, re-delivery charges may apply.
6. Installation Services
Installation services booked through Truvio are covered under an installation (workmanship) warranty for the period mentioned in the quotation finalised by the customer.
6.1. Scope of Installation
Tiles & flooring: Ceramic, vitrified and other tiles, stone, and vinyl, SPC, laminate, engineered or natural wood flooring (including underlayment). The site must have a clean, flat, hard, dry and structurally sound base. Adhesives, grout and accessories are purchased separately.
Sanitaryware & bath fittings: Fixing of WCs, basins, faucets, showers and accessories. Plumbing points, inlets and outlets must be ready and in the correct position.
Modular kitchens & wardrobes: Assembly and fixing as per the confirmed design. Walls and floors must be finished and painted, and electrical and plumbing points must be ready as per the design.
Windows: Fixing as per the confirmed measurements. Openings must be ready and match the measurements taken.
Electricals & smart home products: Fixing and basic connection to existing wiring. Wiring and points must be ready.
6.2. You Will Need to Have Ready
Continuous electricity, lighting and water supply
Work area cleared of furniture and other trade workers
Safe access to the site and a place to store materials
7. Pre-Installation Inspection & Exclusions
7.1. Pre-Installation Inspection
Before installation begins, please inspect all materials for quantity, batch and shade match, and surface defects. Once material is cut, fixed, pasted or installed, we can no longer accept claims for visual defects, so this check is important.
7.2. Not Included in Standard Installation Rates
Civil work, plastering, waterproofing or major subfloor preparation
Plumbing or electrical work beyond fixing the product to ready points
Removal or disposal of old materials
Trimming of doors or furniture
Moving heavy appliances or furniture
8. Scheduling & Workmanship Warranty
8.1. Workmanship Warranty
Covered: Installation errors, such as tile hollowness or lippage caused by poor fixing, seam separation, peeling, loose fittings and misaligned shutters or hardware.
Not covered: Water seepage or dampness, structural cracks, subfloor or wall settling, physical scratches or impacts, manufacturing defects (covered under the brand's warranty), unauthorized repairs or changes by others, and normal wear and tear.
8.2. Rescheduling
Measurement, delivery and installation visits can be rescheduled free of charge with at least 24 hours' written notice to contact@truvio.in or on WhatsApp at +91 8585857018.
8.3. Warranty & Defect Claims
We will resolve a valid warranty or installation-defect claim within 7 business days, by rectifying the work or with a replacement, or with a refund if a replacement is not possible due to material unavailability.
Providing proof of the issue (clear photos and/or videos) is your responsibility when you raise a claim. The 7-day timeline starts once we have received it. If the proof arrives later, the timeline moves with it.
In some cases, such as labour shortage or high work load, resolving a claim may take more than 7 business days. If so, we will inform you of the expected timeline based on the situation at that point in time.
9. Contact Us
For shipping updates, service scheduling and warranty claims, please 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.
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