Refund Policy

Our fair and transparent refund process

Important Notice

Truvano acts as a marketplace connecting buyers and vendors. Refund eligibility depends on the nature of the issue and vendor policies. We strive to resolve all disputes fairly.

1. Refund Eligibility

You may be eligible for a refund in these cases:
Product Issues
  • Item significantly different from description
  • Product arrived damaged or defective
  • Wrong item delivered
Delivery Problems
  • Item never delivered
  • Delivery significantly delayed beyond estimate
  • Package lost in transit
Vendor Non-Compliance
  • Vendor failed to ship order
  • Vendor unresponsive to inquiries
  • Seller account suspended during transaction
Payment Errors
  • Duplicate charges
  • Incorrect amount charged
  • System errors during checkout

2. Refund Process

1
Contact Vendor First

Reach out to the vendor through the order page to explain the issue. Many problems can be resolved directly between buyer and seller.

Timeframe: Within 7 days of delivery

2
Open a Dispute

If vendor resolution fails, open a dispute from your order page. Provide:

  • Clear description of the issue
  • Photos/videos as evidence
  • Communication history with vendor
  • Your requested resolution

Timeframe: 24-48 hours for initial review

3
Investigation

Our support team reviews all evidence and communicates with both parties. We aim for fair resolution based on facts and platform policies.

Timeframe: 3-5 business days

4
Resolution & Refund

If refund is approved, funds will be returned to:

  • Wallet: Instant credit to your Truvano wallet
  • Original method: 5-10 business days for card/bank refunds

Note: Partial refunds may be issued depending on the situation

3. Non-Refundable Items

The following are generally not eligible for refunds:
  • Digital products after download/access
  • Perishable goods (food, flowers, etc.)
  • Items marked as "Final Sale" or "No Returns"
  • Products damaged due to buyer misuse
  • Items returned without original packaging
  • Customized or personalized items

4. Return Shipping

When a return is required:

  • If the vendor is at fault (wrong item, defective), vendor pays return shipping
  • If buyer changed mind (where allowed), buyer pays return shipping
  • Items must be returned in original condition with all accessories
  • Track your return shipment and keep proof of posting
  • Refund processed after vendor confirms receipt of returned item

Need Help With a Refund?

Our support team is ready to assist you with any refund questions

Contact Support View Orders