Refund policy

At TRUEBAL FOUNDATION (LAMA-FERA), we are committed to ensuring your complete satisfaction. Please read this policy carefully before placing your order. By making a purchase on our website, you agree to the terms outlined below.

1. Return Window & Notification

For sealed, undamaged packages that you wish to return: You must notify us within 7 days of receiving your order.

For damaged or incorrect items: You must contact us immediately upon reception — please do not delay. Prompt reporting allows us to investigate and resolve the issue quickly.

2. Return Eligibility

We accept returns only in the following circumstances:

  • The item received is broken or damaged.
  • An incorrect item was delivered to you.

To be eligible for a return, all of the following conditions must be met:

  • The item must be unused and in the same condition as received.
  • The item must be in its original, sealed packaging.
  • You must have a valid order number.
  • You must provide clear proof (photo/video) of the defect or incorrect item.

Important: Once the seal of the package is broken, the product is no longer eligible for return under any circumstances. We strongly recommend recording an unboxing video of every order to safeguard your interests in the event of any dispute.

3. How to Initiate a Return

To start a return request, please follow these steps:

  • Contact us at support@lama-fera.com or call +91 87 3890 5551 within the applicable return window.
  • Provide your order number and a description of the issue.
  • Attach photographic or video evidence of the defect or damage.

Once your request is reviewed and approved, we will send you a return shipping label along with instructions on how and where to send your package.

Please note: Items returned without prior authorisation will not be accepted.

4. Restocking Fee

A restocking fee of 4% will be deducted from the refund amount if:

A prepaid order is returned in its original sealed condition (i.e., no defect, returned at the customer's discretion).

No restocking fee applies to returns made due to a defective or incorrect item.

5. Refunds

Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund.

If approved:

  • Your refund will be processed to your original payment method within 10 business days.
  • Please allow additional time for your bank or credit card provider to post the refund to your account.
  • In certain cases, store credit may be applied to your account in lieu of a direct refund.

If your refund request is rejected, we will communicate the reason clearly.

6. Exchanges

We only offer exchanges for items that are defective or damaged. If you need to exchange a product for the same item, please contact us at support@lama-fera.com.

7. Order Cancellation

You may cancel your order within 7 days of placing it. To request a cancellation, contact our customer support team as soon as possible using the details provided below.

8. Non-Returnable & Non-Refundable Cases

We are unable to process returns or refunds in the following situations:

  • The product seal has been broken or the package has been opened.
  • The item has been used or altered from its original condition.
  • The return request was not made within the applicable time window.
  • The item is lost in transit — we do not take responsibility for items lost after dispatch.
  • No unboxing video or adequate proof of damage/defect is provided.

9. Damages & Issues Upon Delivery

Please inspect your order carefully upon delivery. If you discover that the item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right. Delays in reporting may affect our ability to assist you.

10. Unboxing Video Requirement

We strongly recommend that all customers record a clear, uninterrupted unboxing video of every order. This video serves as evidence in the event of a claim for damaged, defective, or incorrect items, and helps us resolve disputes promptly in your favour.

11. Contact Us

For any return, refund, or cancellation queries, please reach out to us:

Company Name: TRUEBAL FOUNDATION
Additional Trade Name: LAMA-FERA
Website Name: https://lama-fera.com
Contact Us: +91 87 3890 5551
Address: 14/1086, HATHIKHANA,
GEETAPURAM COLONY,
FATEHGARH
DISTRICT FARRUKHABAD
STATE - UTTAR-PRADESH
PIN CODE - 209601, INDIA
Email Us: support@lama-fera.com
GST NUMBER: 09BGHPK6458A1ZD
Customer Service Hours: Monday to Saturday - 11:00 AM to 7:00 PM
(GMT + 5:30) India Standard Time (Kolkata)
We aim to respond within one business day.

 

Stay Connected On Our Social Media: