If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email support@retrue.com at first.
Return & Exchange Conditions
Items returned without authorization will not be accepted.Items must be returned within 30 days after you receive them. All items 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.When returning or exchanging items, customers must use a shipping method providing tracking information.
Non-Returnable Items:
Only items clearly marked "Final Sale" before purchase are not eligible for returns for personal reasons. Other sale-priced or promotional items, including purchases made using a discount code, remain eligible for return when they meet our standard return conditions. This does not affect assistance for defective, damaged, or incorrectly shipped items; RETRUE covers reasonable return shipping costs when the issue is our responsibility. Damage or loss caused by customer misuse or handling is not eligible for return.
General Return Process
Initiate a return: Please email us at support@retrue.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days. Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange. Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
Return Charge
If a return is caused by a confirmed product quality issue, incorrect product or other RETRUE error, RETRUE will cover reasonable return shipping costs and handle the refund under our policy. If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the freight.No restocking fee to be charged to the consumers for the return of a product.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@retrue.com.
Please Note: we do not refund our original shipping cost.
Order Cancellations
Orders may be canceled for a full refund without cancellation fees within 1 hour after the order is placed. Contact support@retrue.com within this period. After 1 hour, the order can no longer be canceled; eligible items may be returned after delivery under our Return, Refund & Cancellation Policy.
Contact Us Freely If You Need Any Assistance!
Email: support@retrue.com