Returns & Refunds

This page covers orders placed on NexaSTEP — stocked items, consumables and custom printed labels. It sets out when an order can be cancelled, when it cannot, and what you get back.

Cancelling an order

You can cancel an order yourself from your account at any time before it is dispatched and before any made-to-order labels have been printed. Once the parcel has been handed to the courier, or printing has started, the cancel button is no longer available — write to us at Ratna@truegtin.com and we will tell you what is still possible.

Custom printed labels

Custom printed and made-to-order labels cannot be cancelled or refunded once they have been printed — they carry your artwork and your barcode data and cannot be resold. Up until printing starts you can cancel for a refund as above. If the print does not match the proof you approved, we replace it at no cost to you.

Damaged or wrong items

Tell us within 7 days of delivery and we will replace the item or refund it. Please send photographs of the packaging and the goods — it is what the courier claim needs, and it lets us sort it out without sending the parcel back first.

Stocked items

Unopened, unused stocked items can be returned within 7 days of delivery. Return freight is payable by you unless the item was wrong or faulty.

Payment gateway charges

Card, UPI and netbanking payments carry a processing charge levied by our payment gateway. That charge is not returned to us when a payment is refunded, so it cannot be included in your refund. We deduct 2.36% of the order value — a 2% gateway fee plus 18% GST on that fee. On a ₹10,000 order, the refund is ₹9,764.

This deduction applies to all refunds, including where we are the ones who cancelled the order.

How refunds are paid

Refunds go back to the original payment method, and usually reach your account within 5–7 working days of us processing them. We cannot redirect a refund to a different card, account or UPI handle.