Returns

• Eligibility: You have 30 days from the date you receive your item to request a return. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
• Non-Returnable Items:
  • Gift cards
  • Downloadable software products
  • Intimate/sanitary products (for hygiene reasons)
  • Customized/personalized items
  • Final sale or clearance items
  • Items damaged through misuse
• How to Initiate a Return: To initiate a return, please contact our customer service team at returns@trueone.us with your order number and reason for the return. We will provide instructions on how to return your item to our US warehouse.

Refunds

• Refund Process: Once your returned item is received and inspected, we will notify you via email whether your refund has been approved. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days.
• Partial Refunds: In some cases, only partial refunds may be granted:
  • If the item is not in its original condition, is damaged, or missing parts for reasons not due to our error
  • If the item is returned after the 30-day return period
  • A 15% restocking fee will apply to non-defective returns
• Refund Timing: It may take 5-10 business days for your refund to reflect on your payment method after processing. If you haven't received a refund yet, first check your bank account again, then contact your credit card company or bank as there is often some processing time before a refund is posted.

Exchanges

• We will replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at refturns@trueone.us within 7 days of receiving your order.
• For other exchanges (e.g., size or color), please follow the same process as returns and indicate that you would prefer an exchange instead of a refund. Note: Exchanges are subject to product availability.

Shipping Costs for Returns

• Domestic Returns: For returns due to our error (defective/wrong item), we will provide a prepaid shipping label. For non-defective returns, you are responsible for return shipping costs.
• International Returns: We currently only ship within the United States. International returns are not accepted.

Sale Items

Only regular-priced items may be refunded. Unfortunately, items purchased on sale or clearance are final and cannot be refunded or exchanged.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return once the item is received and processed. If the item wasn't marked as a gift, we will issue the refund to the original purchaser.

Cancellations

If you need to cancel your order, please contact us within 24 hours of placing the order at returns@trueone.us. Orders cannot be canceled once they have been shipped.