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TruDeliver – Customer Support Instructions

???? TruDeliver – Customer Support Instructions

At TruDeliver, we are committed to delivering high-quality products and a seamless shopping experience. Our goal is to ensure your concerns are addressed promptly, efficiently, and fairly. Please follow these detailed instructions for all types of customer support, including exchanges, refunds, missing items, and product issues.

1. How to Contact Support

You can reach TruDeliver’s customer support through email or WhatsApp:

  • Email: support@trudeliver.com
  • WhatsApp / Phone: +91 96865 44813

Support Hours: 11:00 AM – 4:00 PM, Monday to Saturday

Tip: Please provide all relevant details (order number, product name, delivery date) to ensure faster resolution.

2. Unboxing and Product Verification

To make sure your requests are processed efficiently, every customer must follow the unboxing verification process:

  1. Record an Unboxing Video:
    • Record immediately upon delivery.
    • Video must clearly show:
      • Condition of the outer package
      • Product inside
      • Any visible damage or defects
    • This video is mandatory for all exchanges or refunds. Requests without it will not be accepted.
  2. Check Product and Accessories:
    • Verify that all accessories, manuals, and spare parts are included.
    • Note any missing items in your communication to support.

3. Reporting Product Issues

If you receive a wrong, damaged, or defective product, follow these steps:

  1. Document the Issue:
    • Use your unboxing video to highlight the problem.
    • Take additional photos if necessary.
  2. Share the Details with Support:
    • Send your unboxing video, order number, and a brief description of the issue via:
      • Email: support@trudeliver.com
      • WhatsApp: +91 96865 44813
  3. Return the Product:
    • Return the product in its original packaging along with all accessories.
    • Exchanges or refunds will be processed only after verification of both the video and the returned product.

4. Exchange Policy

  • TruDeliver gives first priority to exchanging the product for the same item.
  • Exchange is allowed only for valid reasons, such as:
    • Wrong product delivered
    • Damaged or defective product
    • Other genuine product issues

Exchange is not allowed for:

  • “I don’t like the color”
  • “I changed my mind”
  • Any trivial or subjective reason

Important: If the requested product is unavailable with the vendor, a full refund will be issued instead.

5. Refund Policy

  • Refunds are processed in cases where:
    • The same product is not available for exchange
    • Online payment orders cannot be fulfilled because the vendor is out of stock
  • Refunds will be credited only to the original payment method
  • Refund processing time is 7–10 business days after verifying the returned product

6. Missing Spares or Accessories

  • If the product is missing spare parts or essential accessories, exchange is not possible.
  • Customers should report missing parts immediately upon delivery.
  • TruDeliver may provide guidance or replacement instructions depending on the situation.

7. Timeline and Validity

  • All support requests for exchanges or refunds must be made within 2 days of delivery.
  • Requests beyond this timeframe may not be accepted.
  • Products must be returned in original, unused condition.

8. Steps for a Smooth Support Experience

  1. Record the unboxing video within 2 days of delivery
  2. Check the product for damage, missing parts, or incorrect delivery
  3. Share all relevant details (order number, product name, description of the issue) with support
  4. Return the product in its original condition
  5. Wait for verification before expecting exchange or refund

Following these steps ensures faster resolution and avoids delays in processing.

9. Priority Handling

  • TruDeliver gives first priority to exchange with the same product
  • Refunds are only issued if:
    • The product is not available with the vendor
    • The order is online payment and cannot be fulfilled

10. Contact for Support

For questions, product issues, exchanges, or refunds:

  • Email: support@trudeliver.com
  • WhatsApp / Phone: +91 96865 44813

Support Hours: 11:00 AM – 4:00 PM, Monday to Saturday

???? Key Note:

Following these support instructions is mandatory to process your requests efficiently. TruDeliver is committed to ensuring a hassle-free, customer-friendly experience while maintaining fairness and transparency for all orders.