1. Who Is Truzo?
Truzo Toys, a company incorporated under the laws of India, having its registered office at Revenue Survey No. 70, Plot No. 12 to 15 & Plot No. 42 to 45, Arjun Industrial Zone, Village – Padvala, Tal – Kotda Sangani, Dist – Rajkot 360 024, India ("Company"), operates www.truzotoys.com and its mobile and tablet applications ("Platforms"), which give facilitates to purchase of electronics, toys, and such other products sold by the Company under the 'Truzo brand ("Products") to the users of the Platforms ("Users").2. What Is This Return And Refund Policy?
2.1 In keeping with Truzo’s goal of ensuring User satisfaction, this return and refund Policy (“Return and Refund Policy”), together with the Terms of Use, sets out Truzo’s procedures and policies in accepting Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return of Products by Users shall be governed by and subject to the terms and conditions set out under this Return and Refund Policy.
2.2 Users are required to peruse and understand the terms of this Return and Refund Policy. If you do not agree to the terms contained in this Return and Refund Policy, you are advised not to accept the Terms of Use and may forthwith leave and stop using the Platforms. The terms contained in this Return and Refund Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.
3. Terms Of Return And Refund
3.0.1 If the User is dissatisfied with the purchased Product received from Truzo, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by Truzo after due verification at its sole discretion), a User may initiate a request for returning the Product on the Platforms. The User shall initiate such requests for a return not later than 30 (thirty) days from the date on which he/she received the delivery of the Product. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the money paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return or exchange of Products. Truzo reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User.
3.0.2 If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for Truzo to process refunds. For illustrative purposes, if the User has purchased a toy car and a toy truck as 1 (one) Product in a promotional package, the User will be required to return both the toy car and the toy truck and will not be permitted to return either only the toy car or only the toy truck from the Bundled Package.
3.0.3 User can return the following categories of products only in case of a manufacturing defect:
3.0.4 Return of or refund for purchased Products shall not be entertained by Truzo if:
3.0.5 Truzo shall not accept return or refund requests raised for any such Products that may be specified by Truzo from time to time.
3.0.6 Truzo shall initiate a process of refund of the money paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that the Truzo shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.
3.0.7 It is expressly clarified that the refund entitled to by a User shall not include money paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by Truzo after due verification at its sole discretion).
3.0.8 Truzo shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. Truzo disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund
3.0.9 In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, Truzo shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.
3.0.10 Truzo shall, subject to the satisfactory completion of required quality checks on the returned Products, initiate a refund request. If the request for refund is undisputed by Truzo, the refund should reflect in the User’s bank account within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Truzo initiates the refund.
3.0.11 Refunds shall be processed by Truzo through its normal banking channels. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, Truzo shall process all refunds through a Payment Option (as defined in the Fee, Payment and Promotions Policy) Truzo deems fit, in its sole discretion, to process such refunds.
3.0.12 Return of purchased Products are facilitated through Truzo’s reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by Truzo, Truzo’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and deliver it to Truzo.
Grievance Redressal
Any grievances relating to the Return and Refund Policy may be directed by you to the grievance officer of Truzo who can be contacted at [email protected]Delivery Policy
1. What Is This Delivery Policy?
This Delivery Policy, together with the Terms of Use, describes Truzo’s policies and procedures towards delivery of Products purchased on the Platforms. Truzo makes all commercially reasonable endeavors to ensure that the Products are delivered to Users in a timely fashion. Users are required to peruse and understand the terms of this Delivery Policy. If you do not agree to the terms contained in this Delivery Policy, you are advised not to accept the Terms of Use and the Delivery Policy and may forthwith leave and stop using the Platforms. The terms contained in this Delivery Policy shall be accepted without modification and accordingly, you agree to be bound by the terms contained herein.2. Terms Of Delivery
1 . Truzo partners with third party logistic service providers in order to effectuate Product delivery to Users ("Logistic Partners"). Details of the Logistic Partner who will be processing the delivery of the purchased Product(s) will be provided to the User upon the purchased Product(s) being handed over to the Logistic Partner by Truzo. The User will also be provided with an approximate days of delivery of the purchased Product on the order confirmation page. Truzo may also effectuate Product delivery to Users on its own without engaging Logistic Partners.
2. While Truzo aims to provide its services through the Platforms and ensure the delivery of its Products all across India, currently, Truzo has a select list of areas where delivery can be undertaken. At the time of placing an order for purchase of Products on the Platforms, Users are required to enter their pin-code details to verify if deliveries can be carried out in their areas. If the area where the User wishes that the purchased Products be delivered is not within Truzo’s recognised delivery network, Truzo will not be able to process the order further.
3. Prior to making payments on the Platforms for the purchase of Products, the User will be prompted to provide a shipping address. While entering shipping address details, the User should ensure to provide correct, complete and accurate information along with sufficient landmarks in order to aid identification of the address. Any failure in delivering the purchased Products arising out of the User’s failure to provide correct, complete and accurate information shall not hold Truzo liable at any point in time.
4. A maximum of 3 (three) attempts shall be made to deliver purchased Products to the User. Should the User continue to remain unavailable after 3 (three) attempts, Truzo reserves the right to cancel the order pertaining to the purchased Products at its sole discretion. While Truzo shall make reasonable endeavours in ensuring that purchased Products are delivered to its Users in a timely manner, delivery may be delayed on account of:
5. In such events of delay, Truzo shall make reasonable attempt at proactively intimating the User by writing to the User on his/her registered email account and/or mobile number. Truzo disclaims all liabilities that may arise on account of its failure to intimate the User of anticipated delays in the delivery of purchased Products on the Platforms. Further, Truzo shall be under no obligation to compensate the User for any mental agony or any tortuous claim that may otherwise arise on account of a delay in the shipment and delivery or use of the purchased Products.
6. Truzo, as an internal process, undertakes multiple diligences to ensure that their delivery executives and the individuals employed by their Logistic Partners are individuals with the highest regard for ethics and integrity. However, it is not possible for Truzo to ensure that its own delivery executives or employees of its Logistic Partners behave in a fashion that exudes thorough professionalism, competence and good mannerism. It is expressly clarified that any ill-mannerism, impoliteness, discourtesy or offensiveness shown by Truzo’s delivery executives or by the employees of the Logistic Partners is beyond Truzo’s control and any issue arising between a User and Truzo’s delivery executive or an employee of the Logistic Provider will have to be resolved by the User, independently.
7. Upon the successful placing of an order on the Platforms and after Truzo has successfully handed over the purchased Product(s) to its Logistic Partner, the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. The User may use the tracking identity number on the Platforms or the website and/or the mobile application of the Logistic Partner to check the whereabouts of the purchased Product and the estimated time of its delivery. Truzo shall make reasonable attempts in ensuring that the tracking status of the purchased Products is updated in a timely manner. However, Truzo does not guarantee the accuracy of the tracking status since it is updated on a real-time basis and is subject to inconsistencies arising out of time-lags in updating the information and other technicalities beyond Truzo’s control.
8. Truzo reserves the right to charge shipping charges on Products of a value of lower than a specified amount and/or Products, the payment for which is made by way of cash on delivery or any other online mode of payment. If charged, such charges shall not be refunded to the User on cancellations or returns that are made after the shipping of the purchased Products, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by Truzo after due verification at its sole discretion). Title and risk of loss for all purchased Products shall pass onto the User upon the delivery of the purchased Products to the User.
9. Return and exchange of purchased Products shall be carried out by Truzo’s reverse-logistics partners or its own delivery executives. Further details on how Users may process returns and exchanges of purchased Products have been set out under the Return and Refund Policy which may be accessed here.
3. Grievance Redressal
Any grievances relating to the Delivery Policy may be directed by you to the grievance officer of Truzo who can be contacted at [email protected]