What is your returns policy?

We offer a hassle-free 30-day returns policy, meaning you have 30 days from the date you receive your item to request a return.

Faulty or incorrect items: Returns are free of charge. Once you submit a return request via your order page, we’ll approve it and provide a prepaid returns label (e.g., for Royal Mail drop-off).

Change of mind: You’re welcome to return the item within 30 days, but return postage costs are the buyer’s responsibility and will be deducted from the refund.

Return conditions: Items must be returned in the same condition as received, unused, and in the original packaging (this does not apply where the item is faulty).

How to return an item?

You can easily request a return from your account orders page. Click here to go to this page. 

Submit a return request

Click the profile icon in the store's menu, or go to the refund policy or a returns page, and then request a return.

1. Log in to your account:
   
2. In the "Email" field, enter your email address, and then click "Continue".
   
3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
   
4. Go back to the online store, and then enter a six-digit verification code.
   
5. Click on Orders. Then click on "Order Status".
   
6. Click "Request return" for the order that you want to submit the return for.
   
7. If your order has more than one item, then select the items that you want to return.
   
8. Select a return reason and add a note for the store.
   
9. Click "Request return".

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

You can always contact us for any return questions at support@truehq.co.uk.

Damages and Issues 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Exchanges 

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. 

Orders placed outside the UK

Unfortunately we are unable to provide returns for orders placed out outside the UK. However, if you have a faulty item then we will provide a replacement or exchange.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@truehq.co.uk.