Returns & Refunds Policy
At Truenue, we want you to be happy with your purchase. If you change your mind, receive a damaged or incorrect item, or experience an issue with your order, please read the information below regarding returns and refunds.
1. Changing Your Mind
If you purchase a product from us online, you may have the right to cancel your order within 14 days of receiving your goods, in accordance with applicable UK consumer law.
To request a return, please contact us at info@truenue.com within 14 days of receiving your order and let us know that you wish to cancel your purchase.
Once you have notified us, you must return the goods to us within 14 days.
Products should be returned unused, in their original condition and, where applicable, with their original packaging and seals intact.
2. Hygiene and Sealed Products
Certain products may not be eligible for return once opened or unsealed where they are not suitable for return for health protection or hygiene reasons.
Where a product has a hygiene or protective seal, please do not remove or break the seal if you think you may wish to return it.
This does not affect your legal rights if a product is faulty, damaged, incorrectly supplied or otherwise not as described.
3. Return Shipping Costs
If you are returning an item because you have changed your mind, you are responsible for the cost of returning the item to us unless we agree otherwise.
We recommend using a tracked postal service and retaining proof of postage until your return has been processed.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can arrange an appropriate solution.
4. Damaged, Faulty or Incorrect Orders
Please inspect your order when it arrives.
If your product arrives damaged, faulty, or you receive an incorrect item, please contact us as soon as reasonably possible at info@truenue.com, including your order details and a description of the issue.
We may ask you to provide photographs of the product and packaging to help us assess the issue.
Where appropriate, we will offer a replacement, refund or another remedy in accordance with your statutory rights.
5. Refunds
Once we have received and inspected an eligible return, we will notify you regarding your refund.
Approved refunds will be made to the original payment method.
Where you exercise your statutory right to cancel an online order, we will refund the amount required by applicable consumer law, including the standard delivery charge where applicable. If you selected a more expensive delivery option than our standard delivery service, we are not required to refund the additional delivery cost.
We may withhold reimbursement until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.
Please allow additional time for your bank or payment provider to process the refund after it has been issued.
6. Reduced Value of Returned Goods
You are entitled to handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning.
If returned goods have been handled beyond what would reasonably be permitted when examining them in a shop, we may make an appropriate deduction from the refund to reflect any reduction in their value, where permitted by law.
7. Exchanges
We do not currently operate a standard exchange service.
If you would like a different product, please contact us regarding the return of your eligible item and place a new order separately.
This does not affect your rights where an item is faulty, damaged, incorrect or not as described.
8. How to Request a Return
To request a return or report a problem with your order, please email us at info@truenue.com.
Please include:
Your name;
Your order number;
The product you wish to return; and
The reason for your return or details of the problem.
We will provide you with the relevant return instructions.
Please do not send a return without first contacting us.
9. Your Statutory Rights
Nothing in this Returns & Refunds Policy limits or excludes any rights you have under applicable consumer protection law.
Your statutory rights remain unaffected.
10. Contact Us
If you have any questions about a return, refund or your order, please contact us at:
Truenue Ltd
Northern Ireland, United Kingdom
Email: info@truenue.com