Refund policy
Thank you for shopping at Truloy
If you are not completely satisfied with your purchase, we will be happy to help!
Return
- Our return policy is 14 days. Unfortunately, if you received the item after 14 days, we cannot offer you a refund or exchange.
- To be eligible for a return, your item(s) must be unused, in the same condition you received it, and in the original packaging.
- Your item must be returned in its original packaging to the address we provide. Please do not return your order to our manufacturers.
For all order return inquiries, please email support@truloy.com.
Order changes and cancellation
After purchase, we give you 24 hours to cancel or change your order (sale items do not have the option to cancel). After this period, your order will already be processed and prepared for shipment. Therefore, no changes or cancellations can be made after 24 hours.
Damaged/missing items
If for any reason your order arrives damaged or contains missing items, we will be happy to ship you a replacement as soon as possible. Please contact our support team to make a claim for damaged/missing items. When emailing us, please include "Damaged/Missing Items" in the subject line so we can take care of it as soon as possible!
Example scenarios
"My tracking shows that the shipment was delivered, but I haven't received it yet. When we have confirmed with the post office and shipping company that the item was delivered with a specific date, time and location. We are not responsible for missing items from delivery.
If our carrier or post office cannot confirm that the item was delivered. You must contact us and report it, we will then make arrangements to send you another package or a refund as soon as possible.
If the package was delivered to the exact same address that the buyer gave us, and it was the wrong address that was entered by mistake, we cannot be held responsible for that mistake. However, we always like to take care of our customers. So if this error happens on your behalf, we will work with you to make sure you still receive your item at a discounted price! However, this is at the discretion of our customer service team. Therefore, please check the shipping address when you enter your information at checkout. If you feel you have made an address error, contact us immediately so we can take care of it before we process the order.
Don't hesitate to contact us at any time, we provide the best customer service an online store can offer! We pride ourselves on our professionalism and quick response times with our 24/7/365 email support!
Refund Policy
Once we receive your product(s) in the condition and manner as stated above, we will process your refund immediately and notify you at that time. We will only process a refund to the same payment method you used to make your purchase. Once the credit is processed, it will usually appear in your payment account within 5-10 days, depending on your card issuer's policies.
Shipping
You will be responsible for shipping costs to return your item. Shipping charges are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you purchased the item as part of a promotion with free shipping, you will still be required to pay the necessary shipping cost for the item.
Sold Out Items
Only regular priced items can be refunded. Sale items unfortunately cannot be refunded or canceled. If you have any questions, please do not hesitate to contact us at Store Email