14 Days Return Guarantee
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org
What are TruWears Return / Exchange Policy?
- Returns must be received in new condition, unused, unworn, unwashed. Otherwise, returns will be subject to refusal.
- Returns shipping fees are at customer's own expense. You will be responsible for paying for your own shipping costs for returning item. Shipping costs are non-refundable.
- If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. Thank you!
- We do not accept returned package without notifying us upfront.
- We do not accept packages returned using COD service.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For the fastest resolution, please contact us via email@example.com including a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures are on a flat surface, with the tag and error clearly displayed. We’ll send you replacements as soon as we confirmed the situation, no need to return the defective ones. We will use this information to help you with your order, and eliminate errors in future.
Exceptions / non-returnable items
Certain types of items cannot be returned, like Swimsuits, Lingerie, Earrings, custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
How should I make a return?
Please follow this process in requesting a return.
1. Email return request → 2. Request approved → 3. Receive return address → 4. Customer send shipping info after return → 5. Returned package received → 6. Release refund
- Submitting return request by dropping an email.
- Our customer service will communicate with you in the email, please pay attention to the reply. (Usually will reply within one working day)
- Please return through your local post office to avoid tax when it arrives in our country.
- Please send us tracking info after you return, which is quite important. Without return info, there will be no refund.
- Refund will be released within 5 working days after packages returned to us.
How should I make an exchange?
- Return package first, as steps above.
- Exchange will be arranged once we get return info.
What if an item is missing from my package?
What if my package was refused or undeliverable?
- Please confirm you entered correct details and shipping address while ordering to avoid undeliverable situation. Costs caused by your moving (after shipping) will be covered by customer.
- We do resend as soon as the pervious order returned.
We offer full refund if the order is cancelled within 24 hours of your purchase. You should contact us at firstname.lastname@example.org immediately once you decide to cancel the order. For orders cancelled after 24 hours of purchase but have not been shipped, we will offer partial refund after charging a 10% cancellation fee. We will not accept order cancellation request if the orders have been shipped.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
1. Please do not send your return items to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address that our customer service provide to you.
2. Please make sure you don't include non-TruWears items in your return package by accident. We will not be responsible for sending those items back to you.
3. We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of return and tracking number when shipping back your returns.
For questions concerning your order or your purchase please contact us here:
Happy Shopping at www.truwears.com