Return & Refund Policy

Thank you for choosing TruTherm. Please read our Return & Refund Policy carefully before placing an order.

As TruTherm manufactures customized and made-to-order laboratory and thermal equipment, our return and refund policy is designed accordingly.

Return Eligibility

Most products sold by TruTherm are manufactured specifically after receiving the customer’s order and may include customized specifications, dimensions, temperature ranges, electrical configurations, or application-based modifications.

Therefore:

• Products are not returnable once delivered.
• Returns are accepted only if:
• The product received is damaged during transit, or
• An incorrect product was delivered by us.

We do not accept returns for:

• Change of mind
• Incorrect ordering by customer
• Minor cosmetic variations
• Customized or made-to-order equipment
• Products damaged due to improper installation, misuse, or unauthorized modification

Order Cancellation Policy

Customers may cancel their order within 24 hours of placing the order.

However:

• Once manufacturing, fabrication, assembly, or testing has started, the order cannot be cancelled.
• Customized and made-to-order products are specifically prepared for each customer, therefore cancellation requests after production initiation will not be eligible for refund.

If a cancellation request is approved within the eligible cancellation period, any applicable payment gateway or transaction charges may be deducted before processing the refund.

Damaged or Incorrect Product Handling

If you receive a product that is damaged, defective due to transit damage, or incorrect, please notify us within:

48 hours of delivery

To process the issue quickly, customers should provide:

• Order number
• Photos/videos of the package and product
• Description of the issue
• Delivery details

After verification, TruTherm may offer one of the following solutions depending on the case:

• Replacement of damaged parts
• Product replacement
• Repair assistance
• Refund (only in eligible cases)

Please do not use or install the damaged product before contacting us.

Refund Policy

Refunds are processed only in eligible cases such as:

• Approved order cancellations within the allowed cancellation window
• Verified damaged shipments where replacement is not possible
• Incorrect product delivered by us

Refunds, if approved, are generally processed through the original payment method within a reasonable processing period.

Shipping charges, logistics costs, payment gateway charges, or custom manufacturing costs may be non-refundable depending on the situation.

Non-Refundable Situations

Refunds will not be provided in the following situations:

• Cancellation requested after manufacturing has started
• Customized or specially manufactured products
• Delays caused by courier companies or logistics providers
• Improper usage or electrical damage after delivery
• Normal wear and tear
• Customer-provided incorrect shipping information

Contact Process

For any return, refund, damage, or cancellation request, customers should contact us through our official communication channels available on:

TruTherm Official Website

Please include complete order details and supporting images/videos for faster resolution.

Policy Updates

TruTherm reserves the right to modify or update this Return & Refund Policy at any time without prior notice. Customers are advised to review this page periodically before placing an order.