Cancellation, Return & Refund Policy
At TRUVAI SELECT, our goal is to deliver authentic, high-quality European products with complete transparency and trust. We want you to feel confident with every order you place.
Please take a moment to review our Cancellation, Return, and Refund Policy to understand how we handle order changes, returns, and refunds.
1. Order Cancellations
Because we source items directly from trusted European retailers and suppliers, cancellation windows depend on whether your item is Ready Stock or Pre-Order / Specially Sourced.
Ready-Stock Items
You may cancel your order free of charge at any time before it enters the shipping or dispatch phase. Once the parcel is handed over to our local delivery carrier, the order cannot be cancelled.
Pre-Order & Specially Sourced Items
When you place a pre-order, we initiate sourcing directly from Europe. Cancellation requests for pre-order items must be submitted within 24 hours of placing the order. Once international procurement has begun, cancellations are no longer permitted.
How to Cancel
To submit a cancellation request, please contact our support team immediately via WhatsApp or call +880 1632-703595 with your Order ID and contact details.
2. Return & Exchange Policy
We maintain strict quality control standards for all imported European items. Due to the international nature of our sourcing, returns and exchanges are evaluated on a case-by-case basis under specific conditions.
Eligibility for Return
We accept returns within 3 days of delivery if:
- The item received is physically damaged or defective upon unboxing.
- The item received is incorrect (wrong size, colour, model, or product).
- The item is significantly different from what was described on the product page.
Condition Requirements
To be eligible for a return:
- The product must be unused, unworn, unwashed, and undamaged.
- The product must be in its original packaging with all original brand tags, serial numbers, dust bags, authenticity cards, and protective seals intact.
- Proof of purchase (Order ID, invoice, or receipt) must be provided.
Non-Returnable Items
For hygiene and international import reasons, the following categories are strictly non-returnable unless received damaged or incorrect:
- Beauty, Cosmetics & Skincare (if unsealed or opened)
- Intimate Apparel & Swimwear
- Personalised or Custom-Ordered Items
- Final Sale or Clearance Items
3. Damaged, Defective, or Incorrect Items
If your parcel arrives with physical damage or contains the wrong item, follow these three steps:
1. Notify Us Immediately
Contact us within 24 to 48 hours of receiving the package.
2. Provide Verification
Share clear photos or an unboxing video showing the packaging, shipping label, and the issue or defect with the item.
3. Resolution
Upon verification, TRUVAI SELECT will arrange for a pickup or replacement at no additional cost to you. If a replacement is unavailable, a full refund will be issued.
4. Refund Process & Timelines
Once a return request is approved and the item is safely returned to our warehouse for quality inspection:
- Approval Notification. We will notify you via SMS, phone, or email once your returned product has passed quality inspection.
- Refund Method. Approved refunds will be issued via the original payment method (Mobile Financial Services such as bKash or Nagad, direct bank transfer, or card reversal).
- Processing Time. Standard refund processing takes 5 to 10 business days after the returned product reaches our inspection team.
Non-Refundable Charges
Original shipping fees and international sourcing surcharges are non-refundable unless the return is due to an error on our end (for example, a wrong or defective item sent).
Need help with an order?
Our team is here to help with cancellations, returns, and refunds. Message us on WhatsApp with your Order ID and we will respond as quickly as possible.