Refund Policy

1. Refund Eligibility

A refund may be considered in circumstances including, but not limited to:

• The product received is damaged or defective.
• The wrong product has been delivered.
• The product does not materially match the order or agreed specifications.
• An eligible order is cancelled before processing or dispatch.
• TruSumo is unable to fulfil an order or service for which payment has already been received.
• A refund is approved under the applicable return, replacement, cancellation, or service terms.

Refund eligibility may vary depending on the product category, seller, manufacturer, service type, and applicable terms.

2. Refund for Damaged or Defective Products

If you receive a damaged or defective product, please contact TruSumo as soon as possible after delivery.

Customers may be requested to provide photographs, videos, order details, invoices, or other information required to verify the reported issue.

Where applicable, TruSumo may first offer a replacement or repair before processing a refund.

3. Refund for Incorrect Products

If an incorrect product is delivered, customers should notify TruSumo promptly with the order number and details of the product received.

After verification, TruSumo may arrange a replacement with the correct product or process an eligible refund.

4. Cancellation Refunds

If an eligible order or service is successfully cancelled, any refundable amount will be processed according to our Cancellation Policy.

Advance or partial payments may be subject to deductions for costs already incurred, including procurement, customization, transportation, site visits, labour, installation, or other applicable services.

5. Advance and Partial Payment Refunds

Certain products and services may require an advance or partial payment before processing or commencement of work.

The refundable amount will depend on the stage of the order or service and any costs already incurred by TruSumo, its sellers, suppliers, manufacturers, contractors, or service providers.

6. Non-Refundable Amounts

Certain charges may not be refundable where they relate to services or costs already incurred.

These may include, where applicable:

• Customization charges
• Special procurement charges
• Site visit charges
• Installation or labour charges already incurred
• Transportation or handling charges
• Completed service charges
• Other non-refundable charges communicated before confirmation

7. Refund Processing

Once a refund has been approved, TruSumo will initiate the refund through the applicable payment method or payment gateway.

Refunds will generally be processed through the original payment method where technically and legally permitted.

8. Refund Processing Time

After a refund is initiated by TruSumo, the time required for the amount to appear in the customer's account may depend on the payment gateway, bank, card issuer, UPI provider, or other financial institution.

TruSumo is not responsible for delays caused by third-party payment providers or financial institutions.

9. Payment Gateway Reversals

In case a payment is deducted from the customer's account but the order is not successfully confirmed, the transaction may require verification or reconciliation through the payment gateway or banking system.

If the payment is successfully received by TruSumo but the order cannot be fulfilled, the eligible amount will be refunded according to the applicable terms.

10. Refund Verification

All refund requests may be subject to verification.

TruSumo may request order details, photographs, videos, invoices, payment information, delivery information, or other supporting documents before approving a refund.

11. Refund for Services

For services such as HVAC solutions, installation, repair, maintenance, interior design, construction-related services, or other professional services, refund eligibility will depend on the stage of service completion and the agreed terms.

Services that have already been completed, partially completed, scheduled, customized, or procured may be subject to applicable deductions or may not be eligible for a full refund.

12. Manufacturer or Seller Warranty

Some products may be covered by a manufacturer's or seller's warranty.

Where the issue falls under a manufacturer's warranty, TruSumo may assist the customer in contacting the relevant manufacturer or authorized service provider.

Warranty claims may be subject to the manufacturer's own inspection, approval, and warranty terms.

13. How to Request a Refund

To request a refund, please contact our support team and provide the following information:

• Order number
• Customer name
• Registered phone number or email address
• Product or service details
• Reason for the refund request
• Supporting photographs or videos, where applicable

14. Refund Method

Where possible, approved refunds will be returned to the original payment method used for the transaction.

If the original payment method cannot be used, TruSumo may contact the customer to determine an appropriate alternative refund method, subject to applicable verification requirements.

15. Policy Changes

TruSumo reserves the right to update or modify this Refund Policy from time to time. Any changes will be published on this page with the revised date.