Return & Refund Policy

1. Return Eligibility

Due to the nature of our food products (tea, coffee premixes, and cookies), returns are subject to the following conditions:

• Damaged Products: If you receive a product that is damaged, defective, or spoiled, you may request a return within 48 hours of delivery.
• Wrong Product: If you receive an incorrect product, please notify us within 48 hours of delivery with photographic evidence.
• Non-Returnable Items: Due to food safety and hygiene reasons, we do not accept returns of products that have been opened, consumed, or if the packaging has been tampered with.
• Quality Issues: If you believe the product quality does not meet our standards, please contact us within 48 hours with details and images.

2. How to Request a Return

To initiate a return request, please follow these steps:

1. Contact our customer support at crestoncpl@gmail.com or pratikccpl@gmail.com within 48 hours of delivery.
2. Provide your order number, details of the issue, and clear photographs of the product and packaging.
3. Our team will review your request and respond within 24-48 hours.
4. If approved, we will arrange for product pickup or provide instructions for return.

3. Refund Process

• Refund Timeline: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
• Approved Refunds: If approved, your refund will be processed within 5-7 business days to the original payment method used during purchase.
• Payment Gateway Processing: Please note that it may take an additional 3-5 business days for the refund to reflect in your account, depending on your bank or payment provider (PhonePe, Credit Card, Debit Card, etc.).
• Partial Refunds: In some cases, we may offer a partial refund, replacement product, or store credit depending on the nature of the issue.

4. Order Cancellation Policy

• Before Dispatch: You may cancel your order free of charge before it has been dispatched. Please contact us immediately at our support email.
• Cancellation Timeline: Cancellation requests must be made within 2 hours of placing the order for guaranteed processing.
• After Dispatch: Once an order has been dispatched, it cannot be cancelled. However, you may refuse delivery and the product will be returned to us. Refund will be processed as per our refund policy.
• Refund for Cancelled Orders: For prepaid orders, refunds for cancelled orders will be processed within 5-7 business days to the original payment method.

5. Replacement Policy

• In case of damaged, defective, or incorrect products, we offer replacement at no additional cost.
• Replacement products will be delivered within 3-5 business days after verification of the return request.
• Shipping charges for replacement products will be borne by TruMix.

6. Non-Refundable Situations

Refunds will not be provided in the following cases:

• Change of mind after delivery
• Products that have been opened, used, or consumed
• Delay in delivery caused by incorrect address or customer unavailability
• Products damaged due to mishandling after delivery
• Requests made after 48 hours of delivery

7. Payment Disputes & Grievance Redressal

• Payment Issues: If you face any issues with payment transactions, including failed payments, double charges, or payment deductions without order confirmation, please contact us immediately.
• Dispute Resolution: We are committed to resolving all disputes fairly and transparently within 7-10 business days.
• Grievance Officer: For any complaints or grievances, you may reach out to our customer support team at the contact details provided below.
• Response Time: We aim to acknowledge all grievances within 24-48 hours and resolve them within 7-10 business days.

8. Shipping Charges for Returns

• If the return is due to our error (damaged, defective, or wrong product), TruMix will bear all return shipping costs.
• For other return scenarios, shipping charges may apply and will be communicated during the return approval process.

9. Contact Us

For any questions about returns, refunds, or cancellations, please contact us: