Refund and Returns Policy

Effective Date: November 3, 2026

1. Overview

This Refund and Returns Policy applies to all purchases made through TRUPER SERVICIOS, S.A. DE C.V.’s official e-commerce website www.truperservicios.com, operated for customers purchasing our durable garden trowels, pruners, spray bottles, plant tags, and all other gardening essentials. As an integrated factory with self-owned production and export team that carries out full inspection for every finished product strictly to guarantee product quality, we are committed to delivering gardening tools that meet the highest durability and performance standards for all home growers and hobbyists.

This policy clearly outlines the full scope of our return and refund processes, and explicitly states our policy of not approving standalone “refund-only” requests under any normal circumstances. All customers are required to thoroughly review and acknowledge this policy before completing their checkout on our platform. By submitting an order on www.truperservicios.com, you confirm that you have fully understood and agreed to all terms laid out in this document.

2. Core Rule: No Standalone Refund-Only Requests

To ensure fairness for both our customers and our operations, we strictly do not accept any “refund-only” claims that do not involve the physical return of the purchased goods to our designated return address. Standalone refund-only requests refer to claims where customers ask for full or partial monetary compensation without returning the purchased gardening items, including but not limited to:

Requests for full or partial refunds after the customer has confirmed receipt of the complete, intact product and wishes to keep the item without returning it
Requests for monetary compensation in exchange for retaining items that the customer claims have minor cosmetic imperfections
Requests for automatic refunds submitted before the package has been successfully delivered to the customer’s designated address without going through the formal product return and reclamation process

This policy is formulated in full alignment with local Mexican consumer protection regulations, and is designed to prevent unjust “white-hat” operations that harm the legitimate rights of both our brand and our community of gardening customers. Our customer support team will never process any standalone refund-only requests submitted under normal conditions, and any repeated malicious refund-only attempts will be recorded by our system for follow-up processing.

If customers encounter issues including damaged goods, missing items, or non-conforming products when receiving their order, we offer two legitimate, mutually beneficial solutions for your selection: either process a full return-refund workflow with the goods returned to our warehouse, or you may choose to retain the product and we will issue a store credit coupon of equivalent value to the requested refund amount for your future purchases on our website. We are committed to protecting your legitimate consumer rights while maintaining a fair, transparent trading environment for all parties.

3. Eligibility for Return-Refund Qualification

To qualify for our formal return-refund process, you must submit your return application within 14 calendar days from the date you sign for and receive the ordered gardening products. All returned items must meet the following eligibility requirements:

The product must be returned in its original, unaltered condition, with all original packaging, tags, accessories, and included documentation fully intact
The product cannot show signs of excessive use, improper operation damage, or modification that exceeds the scope of normal inspection after delivery
Custom gardening tools produced based on your submitted drawings or actual samples are not eligible for unconditional return, unless the product quality does not match the explicitly confirmed custom specification we agreed on before production
Items on our non-returnable list including personalized engraved plant tags, customized cut pruner parts, and clearance sale gardening tools cannot be returned for non-quality related reasons

4. Complete Return-Refund Workflow

‌Initiate Application‌: Send your return application to our official contact email [email protected], providing your order number, photos or video evidence of the product condition, and a brief description of the reason for your return. Our team will respond to your inquiry within 24 working hours promptly to confirm your qualification for the return process.
‌Obtain Return Authorization‌: After we approve your application, our support team will send you the official designated return address located at our Mexican operational headquarters, along with a unique return authorization code. You will be required to clearly mark this code on the outer packaging of your return parcel to ensure we can identify your order quickly after receipt.
‌Ship Back the Parcel‌: Send the returned item to the designated address. For returns caused by confirmed product quality issues or our shipping errors, we will cover the full cost of your return shipping, and send you a pre-paid shipping label for your use. For non-quality related unconditional returns, the customer will bear the cost of the return shipping.
‌Inspection and Processing‌: After our warehouse receives your returned parcel, our quality control team will conduct a full inspection of the item within 3 working days. Once we confirm the item meets all return eligibility requirements, we will process your corresponding refund, which will be returned to your original payment channel within 5 to 7 working days.

5. Contact Information

If you have any questions regarding this Refund and Returns Policy, you can reach out to our customer support team through the following official channels: