Return Policy

At TrueMart, we are a UK-based online store dedicated to bringing the richness of Indian culture closer to you. We offer a curated selection of products that celebrate tradition and modernity — from sacred pooja items and spiritual books to festive décor, quality kitchenware, and personalised print-on-demand gifts.

You have the right to cancel and return your order within 14 days of receiving your goods, in accordance with the UK Consumer Contracts Regulations 2013, except for items that fall under non-returnable categories.

For TrueMart Items: Due to hygiene and safety reasons, the following items cannot be returned unless they are damaged or defective:

1. Opened or used items
2. Custom or personalised items

For TruePrints (Print-on-demand) Items:  These items are made to order and not eligible for return, except in cases of damage or manufacturing defects:

1. All personalised items (e.g., custom mugs, t-shirts, bottles)
2. Products with minor colour variations from the on-screen preview — these are normal and not considered defects

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery. We’ll arrange a replacement or a full refund.

Please include:

• Your order number
• Clear photos of the damaged item(s) or incorrect item(s)
• A brief explanation of the issue

We’ll investigate and respond promptly with the next steps.

For TrueMart Products: To initiate a return:

1. Email us at contact@truemart.co.uk with your return request.
2. We will review and confirm whether your item is eligible for return.
3. If approved, we’ll provide you with the return address.
4. You must ship the item back within 14 days of approval.

Important Notes:

• Customers are responsible for return shipping costs, unless the item is damaged or faulty.
• Returned items must be unused and in their original packaging.

For TruePrints (Print-on-Demand) Products:

1. As these products are custom-made, returns are not accepted unless the item is damaged, defective, or incorrect.
2. If a valid issue is reported, we will either resend the item at no cost or issue a full refund.

For TrueMart Items: You can request cancellation before the item is dispatched.

For TruePrints (Print-on-demand) Items: No changes or cancellations are allowed after placing the order, as the product is sent to production immediately.

Lost Orders:

1. You must report a lost order within 30 days of the estimated delivery date.
2. TrueMart will resend the item free of charge if confirmed lost.

Returned to Sender:

1. Causes include wrong address, rejected by recipient, or unclaimed delivery.
2. TrueMart will not automatically resend.
3. Customer must place a new order.
4. TrueMart will refund the product cost, but customer pays shipping costs again.

For TrueMart items: Once we receive and inspect your returned item, refunds are issued within 5–7 business days.

For Print-On-Demand items: If approved, we’ll process a refund or arrange a replacement within a reasonable timeframe.

You’ll receive an email once the refund or replacement is processed.

For all return, refund, or order issues, please email: contact@truemart.co.uk