Shipping, Delivery & Cancellation Policy

Last Updated: 08 August 2025

This Shipping, Delivery & Cancellation Policy (“Policy”) forms an integral part of the Terms & Conditions of True Colors, a brand owned and operated by Otrix Life Science LLP (“Company”, “we”, “us”, or “our”).
By placing an order through www.truecolors.world (“Website”), you agree to the terms stated in this Policy.

1. Shipping Policy

We are committed to delivering your favorite True Colors products safely, securely, and on time.

1.1 Shipping Charges

• All applicable shipping and handling charges are displayed at checkout before you make the payment.

• Any free shipping offers will be clearly mentioned on the Website during promotional campaigns.

• Cash on Delivery (COD) charges, if applicable, will also be displayed before finalizing the order.

1.2 Order Processing Time

• Most orders are processed and dispatched within 1–4 business days from the date of confirmation.

• During Mega Sale events, festive seasons, or high-demand periods, processing times may be extended. In such cases, dispatch may take up to 7 business days.

1.3 Order Tracking

• Once your order has been dispatched, you will receive an email and/or SMS with your tracking number and courier details.

• You can track your shipment through the courier’s website or the tracking link shared with you.

1.4 Estimated Delivery Time

• Delivery times vary depending on the delivery address and courier partner availability.

• Estimated delivery timelines:

  • Metro Cities: 2–5 business days after dispatch.

  • Tier-2 & Tier-3 Cities: 3–7 business days after dispatch.

  • Remote/Outlying Areas: 5–10 business days after dispatch.

• Note: Saturdays, Sundays, and public holidays are not considered business days.

1.5 Split Shipments

• If your order contains multiple items, they may be shipped from different warehouses and arrive in separate packages.

• You will only be charged a single shipping or COD fee (if applicable) for the entire order.

1.6 Delays

• Delivery delays may occur due to:

  • Logistics network disruptions

  • Extreme weather conditions

  • Regional lockdowns or government restrictions

  • Unforeseen operational challenges

• We will keep you informed in case of significant delays.

2. Delivery Policy

2.1 Packaging & Safety

• All products are securely packaged to ensure they reach you in perfect condition.

• Fragile items like nail polish bottles are wrapped with extra bubble wrap and placed in sturdy boxes to avoid damage during transit.

2.2 Damaged or Tampered Shipments

• If your package appears tampered with or damaged upon delivery, please do not accept it.

• Contact our Customer Care within 24 hours to report the issue.

2.3 COD (Cash on Delivery)

• COD is available across most serviceable pincodes, subject to promotional offers and courier partner availability.

• COD limits may apply depending on your order value and location.

2.4 Undelivered Orders

• If your tracking status shows "Delivered" but you have not received your package, inform us within 24 hours.

• Please allow 48–72 hours for us to investigate with the courier partner.

2.5 Shortages & Damages

• All shortages, damages, or wrong items received must be reported within 24 hours of delivery.

• It may take up to 3 business days to verify and resolve your claim.

2.6 Reverse Pickups & Self-Shipping

• If a reverse pickup service is unavailable at your location, you may be required to self-ship the product using a reliable courier.

• We will reimburse the reasonable courier cost via bank transfer or store credits.

2.7 Delivery Restrictions

• We reserve the right to temporarily pause deliveries to certain locations due to operational, safety, or compliance reasons.

3. Expiry Date & Return Eligibility

• Products with less than 3 months of shelf life from the date of delivery are eligible for returns and full refunds.

• No returns will be accepted for products with more than 3 months of shelf life remaining, unless damaged or defective.

4. Cancellation Policy

4.1 Before Dispatch

• Orders can be cancelled before they are shipped by contacting our Customer Care team.

4.2 After Dispatch

• Orders cannot be cancelled once they are dispatched.

• Refusal to accept the delivery may lead to deductions in the refund to cover shipping costs.

4.3 Discount Vouchers & Loyalty Points

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

• Loyalty points (if redeemed) will be credited back to your account in case of cancellations.

4.4 Refund Timelines

• Refunds for cancelled or returned orders will be initiated only after the product is received back and quality-checked.

• Refund timelines may vary based on your payment method:

  • Prepaid Orders: 5–7 business days

  • COD Orders: Refund via store credits or bank transfer within 7–10 business days

5. Contact Information

For shipping, delivery, or cancellation-related queries, please contact:

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