Return & Refund Policy

Overtrue is India's first Try & Buy Beauty Platform. You're never required to pay for a product you haven't been able to check first. When you place an order, you choose how you want to shop: Try & Buy, direct purchase, or a mix of both in the same cart. This policy covers returns and refunds for both.

1. How Try & Buy Works

If you choose Try & Buy on an item, here's exactly what happens at delivery:

Testers: Our delivery partner brings testers for you to try, along with sealed, brand-new units of each product.
Try: Our partner waits while you try the testers.
Keep what suits you: For anything you decide to keep, our partner hands over a sealed, brand-new, unopened unit. You only pay for what you keep.
Hand back the rest: Anything you don't want is simply not billed. No charge.

Because you always receive a sealed, untouched unit and the testers stay with our delivery partner, every product you keep is genuine and factory-sealed.

2. Direct Purchase

For items purchased without Try & Buy, it's a standard purchase, delivered sealed and billed at checkout. Direct-purchase items follow the return terms in Section 3 below.

3. Returns After Delivery

Once an item has been delivered and kept, whether bought directly or kept after a Try & Buy, it can only be returned in the following cases, as makeup is a hygiene-sensitive product:

Eligible Reasons

Wrong product, shade, or variant delivered.
Damaged or leaking on arrival.
Defective on first use (e.g. broken applicator, separated formula).
Expired product delivered.

In these cases, contact us within 48 hours of delivery. We will arrange a free pickup and issue a full refund or a replacement, whichever you prefer.

Not Eligible

A product that has been opened or used.
Concerns about shade match — this is exactly what Try & Buy is for, so you can check the shade before you keep it.
Requests raised after the 48-hour window.

4. Refunds

Try & Buy: You are only billed for what you keep. Anything handed back at the door is never charged, so there is nothing to refund.
Approved returns: For an approved defect, wrong, or expired product claim, your refund is initiated as soon as we receive and verify the returned item.
Where it goes: Refunds are always returned to your original payment method — UPI, card, or wallet. Depending on your bank or provider, it usually reflects within 5 to 7 business days.
Delivery fees: Non-refundable, unless the return is due to our error (such as sending a wrong or defective product), in which case we cover it.

If a refund has not appeared within 7 business days of our confirmation, please reach out and we will follow up on your behalf.

5. Our Promise on Quality

Every product we dispatch is sealed, genuine, and within its shelf life. With Try & Buy, you check before you keep — and you always take home a brand-new, untouched unit.

Questions or need help?

Send an email to our customer support team at overtrue@gmail.com to cancel your order along with your order ID details. Or call us on +91 73377 36277 (Monday to Sunday, 8AM to 8PM). We reply as real people, not bots, and we're happy to help before, during, or after your order.