Refund policy

Return & Refund Policy

Effective Date: August 6, 2026

At Tru Nutrition (Pvt.) Ltd., customer satisfaction is important to us. We strive to deliver high-quality products in excellent condition. Due to the nature of our products, the following Return & Refund Policy applies to all purchases made through our website and authorized sales channels.

1. Food Safety Policy

TruFibr products are consumable food products. For health, hygiene, and food safety reasons, we do not accept returns or exchanges of products that have been opened, consumed, or tampered with, except where required by applicable law.

2. Eligible Refund or Replacement Requests

Your satisfaction with TruFibr is important to us. If for any reason you’re not completely happy with your purchase, we offer a 15-day return policy from the date of delivery.

  • Eligibility: Products must be unused, in their original packaging, and in the same condition as received to be eligible for a return.
  • Return Process: To initiate a return, please contact our customer support team with your order number. We’ll guide you through the return process.
  • Refunds: Once we receive and inspect your return, a refund will be processed to your original payment method. Please allow 5-7 business days for the refund to appear in your account.

You may be eligible for a refund or replacement if:

  • You receive the wrong product.

  • Your order arrives damaged during shipping.

  • The product has a verified manufacturing defect.

  • The product is expired at the time of delivery.

  • Your order is incomplete due to an error on our part.

Each request is reviewed individually by our customer support team.

3. Reporting an Issue

To help us resolve your concern promptly, please notify us within 48 hours of receiving your order by contacting our customer support team.

Your request should include:

  • Order number

  • Full name

  • Contact details

  • A description of the issue

  • Clear photographs of:

    • The product

    • The packaging

    • The shipping label (if applicable)

    • Any visible damage

Failure to report the issue within this timeframe may affect our ability to process your request.

4. Refund Approval

If your claim is approved, we may, at our discretion:

  • Send a replacement product,

  • Issue a partial refund, or

  • Issue a full refund to your original payment method or through another mutually agreed payment method.

Refund processing times may vary depending on your payment provider or financial institution.

5. Non-Refundable Situations

Refunds or replacements will generally not be provided in the following situations:

  • The product has been opened, consumed, or partially used.

  • You changed your mind after purchase.

  • You dislike the taste, texture, aroma, or personal preference of the product.

  • The product was not stored according to the recommended storage instructions.

  • Minor variations in color, texture, or appearance that naturally occur due to the use of real, natural ingredients.

  • The delivery address provided by the customer was incorrect or incomplete.

  • Delivery was unsuccessful because the recipient was unavailable.

6. Order Cancellation

Orders may be cancelled only before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled.

If you wish to cancel an order, please contact us as soon as possible after placing it.

7. Refused Deliveries

If a customer refuses to accept a shipment without a valid reason or fails to receive the shipment after repeated delivery attempts, shipping charges and any applicable handling fees may be deducted from any eligible refund.

8. Shipping Costs

Original shipping charges are generally non-refundable unless:

  • We shipped the wrong item,

  • The product arrived damaged due to shipping,

  • The return or replacement is required because of our error.

9. Quality Assurance

Every batch of TruFibr is produced under strict quality control procedures using carefully selected ingredients.

As our products are made from natural ingredients, slight differences in taste, color, aroma, or texture between batches are normal and do not indicate a defect.

10. Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any rights that consumers may have under applicable consumer protection laws.

11. Contact Us

If you need assistance regarding your order, please contact us:

Tru Nutrition (Pvt.) Ltd.

Email: support@trunutrition.co

Website: www.trunutrition.co

Please include your order number when contacting us so we can assist you as quickly as possible.