Returns & Refunds Policy

Last Updated: 08 August 2025

At Otrix Life Science LLP (the brand owner of True Colors), we believe in creating an exceptional shopping experience for our customers. We understand that sometimes, for various reasons, you may need to return, replace, or cancel your order. This detailed policy explains when and how you can request a return, replacement, refund, or cancellation, as well as the guidelines and limitations that apply.

We have written this policy to be transparent, customer-friendly, and fair while protecting our ability to serve all customers efficiently.

1. Scope of This Policy

This policy applies to:

• Purchases made directly from our official website: www.truecolors.world.

• Purchases made through our official customer care channels (phone, chat, or email).

If you have purchased an Otrix Life Science product from third-party marketplaces (e.g., Amazon, Flipkart, Nykaa), please refer to that marketplace’s return and refund policy. We are happy to assist with product-related concerns, but the actual refund or replacement process must follow the seller’s platform guidelines.

2. Conditions for Return or Replacement

We accept return or replacement requests only under certain conditions to ensure fairness and product safety.

You can request a return or replacement if:

1. Wrong product delivered: The product you received is not what you ordered.

2. Expired product delivered: The product has crossed its printed expiry date at the time of delivery.

3. Damaged product delivered: Physical damage to the product or packaging, such as leaks, broken seals, or smashed bottles.

4. Incomplete order: One or more items from your order are missing.

3. Conditions Under Which Returns/Replacement Requests Will Not Be Accepted

To maintain hygiene, safety, and fairness, we cannot accept returns or replacements if:

• The product has been opened, used, or tampered with.

• Original packaging, mono cartons, labels, or security seals are missing.

• The request is made after 7 days from the date of delivery for wrong or expired items.

• The request for damaged or missing products is made after 2 days from delivery.

• Products are part of final sale, clearance, or promotional giveaways, unless they arrive damaged or expired.

4. Step-by-Step Return & Replacement Process

We follow a simple five-step process to make returns and replacements smooth:

Step 1 – Raise a Request

• For wrong or expired products: Raise a return/replacement request within 7 days from delivery.

• For damaged or missing products: Raise a request within 2 days from delivery.

You can raise a request via:

• Our official contact page: https://otrix.in/contact

• The chat option on our website

• Calling our customer care: +91 9081908282 (Mon-Fri, 10 am–6 pm)

Please provide:

• Order number

• Contact details

• Clear photos or videos showing the issue (damaged packaging, missing items, etc.)

Step 2 – Review of Request

Our customer support team will review your request within 3 working days. We may contact you for additional details or photos to verify the claim.

Step 3 – Product Pickup

Once approved:

• If our reverse pickup service is available in your area, we will arrange for our courier partner to collect the product(s).

• If reverse pickup is not available, you will need to self-ship the product via any reliable courier.

Step 4 – Self-Shipping Reimbursement

If you self-ship, we will reimburse the courier charges in one of the following ways:

• UPI transfer (Google Pay, PhonePe, etc.)

• Direct bank transfer
  

Step 5 – Verification & Resolution

Once the returned product reaches our warehouse, our quality control team will verify:

• The product matches the original return claim.

• The packaging and condition meet our return policy requirements.

If approved:

• Replacement will be shipped, subject to stock availability.

• Refund will be initiated if replacement is not possible.

5. How Refunds Are Processed

We aim to process refunds as quickly as possible:

• For cancelled orders (before shipping): Refunds are processed within 7 business days to the original payment method.

• For returned products: Refunds are processed after the product passes quality check at our warehouse, usually within 2 weeks from pickup date.

Refund methods:

• Prepaid orders: Amount will be credited to your original payment method.

• Cash on Delivery orders: Refund will be transferred to your bank account after you share your account details.

6. Cancellations

You can cancel your order:

• Before dispatch:

  • From the "My Account" section on our website.

  • By contacting customer care at +91 9081908282.

• Once the status changes to "Ready to Ship", cancellations are no longer possible.

Important:

• Discount vouchers are for one-time use only and will be considered used even if the order is cancelled.

• Loyalty points used in the order will be credited back in case of cancellation.

• Otrix Life Science LLP reserves the right to cancel any order without prior notice in certain cases, such as payment issues, stock unavailability, or suspected fraudulent activity.

7. Partial Returns

Yes, you may return part of your order as long as:

• The product qualifies under our return policy.

• The request is made within the allowed time frame (7 days for wrong/expired items, 2 days for damaged/missing).

Refunds for partial returns will be calculated proportionally.

8. Fair Usage Policy

While we want to ensure a smooth experience for every customer, we must also protect against misuse of our policies.

Some accounts may repeatedly:

• Return items without valid reasons

• Refuse deliveries frequently

• Claim refunds for non-issues

Such actions deprive genuine customers of stock availability and increase operational costs. Therefore, we reserve the right to assess, limit, or deny return/exchange requests for accounts showing patterns of abuse.

9. Impairment & Damages

We take extra care while packing orders:

• Products are bubble-wrapped individually.

• Fragile items have double-layer protection.

If you receive damaged, partial, or void packages:

1. Do not use the product.

2. Take clear photos of the packaging and product.

3. Keep the invoice copy.

4. Contact customer care within 2 days of delivery.

10. Change in Packaging Policy

To reduce environmental impact, we are:

• Phasing out outer paper boxes where unnecessary.

• Switching to eco-friendly packaging materials.

This may mean your product arrives without its usual outer box. Rest assured:

• The product is genuine.

• The formulation and quality remain unchanged.

11. Promotions & Offers

Otrix Life Science LLP reserves the right to:

• Cancel or modify any ongoing/future promotions, sales, or giveaways without prior notice.

• Deny the application of certain promotions on returned products.

12. Contact Information

For any return and refund queries:

Customer Care:
Otrix Life Science LLP
C-908, Signature 2 Business Park, Sarkhej–Sanand Road, Sanand Circle, Ahmedabad, Gujarat – 382210, India
📞 Phone: +91 90819 08282
📧 Email: care@otrix.in
🕒 Working Hours: Monday – Saturday, 10:00 AM – 6:00 PM