Last updated: September 5, 2026
This policy explains how refunds work on TrueGTIN. It covers two separate things: Part A is about orders for physical goods placed in our store — printers, cartridges, spare parts and printed labels. Part B is about your prepaid wallet balance and the platform fees deducted from it. They work differently, so read the part that applies to you. This policy supplements, and should be read together with, our Terms of Service.
Printers, cartridges, spare parts and printed labels
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 — contact us and we will tell you what is still possible.
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.
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. 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.
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.
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, and we do not pay store refunds out as wallet credit.
Serial and label issuance billed from your prepaid balance
You add balance to your TrueGTIN wallet using Razorpay or PayPal (or, where arranged with us directly, by bank transfer). As you issue serials and labels, the cost is deducted from your wallet balance in real time at the highest applicable tier rate. Because usage is billed as it happens, fees already deducted for labels you have issued are generally non-refundable, except:
Because labels are pre-debited at the highest tier rate at the time of issuance, you may end up paying more during the month than your actual volume-based cost. On the 4th of each month, we automatically reconcile the previous month's usage against our published volume tiers. If you were charged more than your actual cost, the difference is credited back to your wallet automatically — no request or action is required from you. This adjustment is always issued as wallet credit; we do not pay reconciliation refunds out to your bank account, card, or any external payment method.
Your TrueGTIN wallet is a prepaid balance for use on the platform, not a stored-value or payment account. Wallet balance cannot be withdrawn or cashed out to a bank account, card, UPI handle, or any other external payment method, whether by you or by us on your behalf. It may only be used to pay for TrueGTIN services, such as label issuance and subscription fees.
Wallet balance is tied to the account that funded it and cannot be transferred to another TrueGTIN account or user, whether within the same organization or otherwise. If you need to consolidate usage across multiple accounts, contact us and we will advise on the available options; we are not able to move existing wallet balance between accounts.
If you cancel your subscription or close your account, any unused wallet balance is not paid out and is forfeited once the account is closed, except where required by applicable law. If you wish to use your remaining balance, do so before requesting account closure. To close your account or request deletion of your data, use our data deletion page.
We may update this policy from time to time. We will notify users of any material changes. Continued use of the service after changes constitutes acceptance of the updated policy.
If you have questions about refunds, wallet balance, or this policy, please contact us at:
NexaStep Technologies Private Limited
CIN: U62013PN2026PTC257642
Registered office: Lane 2b, SN-253, Khese Park, Pune – 411032, Maharashtra, India
Email: legal@truegtin.com
Full corporate details are available on our company information page.