Refund policy
Products Purchased at truewoo.com
Change of mind;
Please select your product carefully.
True Woo will provide a return for store credit or exchange product where you have changed your mind, provided that the item in question is:
- returned within 14 days of receiving the order;
- as new and is not used, worn, or opened and has all original packaging and tags intact (including any package seals (if any) being unbroken); and
- not damaged in any way.
We cannot accept change-of-mind returns on items that come in sealed packages or boxes where seals are damaged or broken.
To return your item for change or mind, you must follow our returns process.
You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by the seller you will not be eligible for a credit or exchange. We recommend you ensure high-value items that you return for a change of mind.
You may be provided with a product exchange, refund or store credit (at our discretion) only when the returned product is received, and it complies with the requirements.
If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address.
In order for a beauty item to be eligible for a return, it must be unopened, unused, and in a resalable condition. This includes the original packaging and product seals.
Items Not Eligible for Return
Please note that we do not accept returns of intimate apparel, earrings, any personalised or custom-made/made-to-order products, final sale merchandise, digital products, products shipped from international destinations or products that are specified as non-returnable in its description, unless they are faulty. Any exceptions to this policy will be listed under product details on the product page. Returns are not allowed on any pop-up sale purchases.
Faulty or Damaged Products
If you have received a product that you believe to be faulty, please contact us. You will be asked to provide a detailed description and any photos or video to support the request.
Incorrect order
If you have received an incorrect order, please contact us within 7 days of receiving the order.
Late Returns
Any item returned after 14 days of receipt is not eligible for a refund.
Exchanges
We do not accept exchanges, as items may sell out while the requested exchange is returned and processed. We encourage you to return the original item and purchase the correct item in a new order.