Refund policy
Can I return a TrueDose product?
Because TrueDose products are consumable food products, orders are generally non-returnable once delivered. However, we will assist you in genuine cases such as receiving a damaged product, wrong product, incomplete order, expired product, or a product with compromised packaging or seal. All requests are subject to verification under our Returns & Refunds Policy.
Can I return a product because I don’t like the taste?
No. Taste is subjective, and opened food products cannot be returned simply because you did not like the flavour, sweetness, texture or personal experience of consuming the product. Please choose your product and flavour carefully before ordering.
Can I return an unopened product because I changed my mind?
Consumable products are generally not eligible for return because of a change of mind. This helps us protect product safety and ensure that a product which has left our controlled supply chain is not resold to another customer.
What should I do if I receive a damaged product?
Do not consume the product. Contact us as soon as possible and share your order number, clear photographs of the outer shipping package, clear photographs of the damaged product, the shipping label, batch and expiry details wherever relevant, and an unboxing video if available or required under the applicable return policy. We’ll review the issue and assist you accordingly.
What should I do if I receive the wrong product?
Contact customer support with your order number and clear photographs showing the product received, the outer packaging and the shipping label. Once verified, we’ll help resolve the issue according to our Returns & Refunds Policy.
What should I do if an item is missing from my order?
Keep the outer packaging and contact us immediately with your order details. Share photographs and your unboxing video where applicable. We’ll check the packing and fulfilment records and investigate the issue.
What if I receive an expired product?
Do not consume it. Contact us immediately with your order number and a clear photograph showing the expiry or best-before information on the product. Once verified, we’ll arrange an appropriate resolution.
Should I accept a package that looks tampered with?
No. If the shipping package is visibly opened, heavily damaged or appears to have been tampered with, we recommend refusing the delivery wherever possible. If you notice tampering only after accepting the package, photograph or record the package before opening it and contact us immediately.
What if the product seal is broken when I receive it?
Do not consume the product. Take clear photographs or a video showing the condition in which it was received and contact our customer support team immediately. Keep the product and all original packaging until the issue has been resolved.
Do I need an unboxing video?
We strongly recommend recording a continuous unboxing video whenever you receive your TrueDose order. For claims involving missing items, damaged products, incorrect products, tampering or similar fulfilment issues, an unboxing video can help us verify and resolve the issue significantly faster. Where required under our Returns & Refunds Policy, the video may be necessary to process the claim.
When should I report a damaged, missing or incorrect order?
Please report any delivery-related issue as soon as possible after receiving your order. Waiting several days can make it difficult to verify packaging, courier and fulfilment records. Please refer to our Returns & Refunds Policy for the exact reporting window applicable to your order.
When will I receive my refund?
Once a refund has been approved and initiated by TrueDose Wellness, the time taken for the amount to reflect in your account depends on your bank or payment provider. Refunds for prepaid orders are generally processed back to the original payment method.
Can I receive my refund in another bank account?
Refunds for prepaid transactions are generally issued through the original payment method used for the order. This protects both the customer and TrueDose from payment-related fraud.
What happens to a Cash on Delivery refund?
If a refund is approved for a COD order, our customer support team will inform you about the available refund process and any information required to process it.
