1. Order Cancellation Policy
Customers may cancel an order before it has been dispatched by our logistics team:
- Before Dispatch: You can request cancellation by contacting support via WhatsApp or email within 12 hours of placing the order. 100% refund is initiated immediately.
- After Dispatch: Once the parcel is handed over to the courier partner and an AWB tracking number has been generated, orders cannot be cancelled in transit. You may initiate a return after receiving the parcel according to our return policy below.
2. Return & Replacement Eligibility (7 Days)
We offer a 7-day replacement guarantee from the date of delivery for printer spare parts under the following conditions:
- Defective on Arrival (DOA): If the component does not function upon installation.
- Wrong Item Shipped: If the received part does not match the product code / part number ordered.
- Physical Transit Damage: If the item arrived physically damaged (reported within 48 hours of delivery with packaging photos).
⚠️ Note: Items damaged due to improper technician installation, short-circuits caused by faulty power supplies, physical burn marks, or altered serial numbers are not eligible for return.
3. How to Request a Return or Replacement
- Contact our support team at support@truwic.com or message on WhatsApp.
- Provide your Order Number (e.g. TWC-XXXXXXXX), photos/video of the issue, and description.
- Our technical team will review and approve the return request within 24 hours.
- Upon receiving the return shipment and technical inspection, a replacement unit is dispatched immediately or a refund is processed.
4. Refund Processing Timelines
Once approved, refunds are credited back via the original payment source:
- Razorpay (UPI / NetBanking / Cards): Refund is processed via Razorpay within 24-48 hours. The amount typically reflects in the customer's bank account or card statement within 5 to 7 business days as per banking network standards.
- Cash on Delivery (COD) Orders: Refunds are transferred directly to the customer's verified Bank Account (NEFT/IMPS) or UPI ID upon receipt and verification of return item.
