Simple Exchange / Refund Process
We are more than happy to arrange a refund or exchange if you return the product to us, in perfect condition, unused with all packaging nice and intact, within 30 days of purchase receipt. Please note that postage to return your item to us is at the Customer’s expense and will not be refunded by True Friends. There will also be an additional delivery fee prior to dispatch of any exchanged goods.
For ease of refund process:
- Let us know via email at firstname.lastname@example.org first what you would like to return, and we will email you instructions and address ;
- Return your purchase within 30 days of purchase date;
- Return in perfect condition, unused with all packaging nice and intact; and
- Return at your own expense. We highly recommend Registered Post with tracking and signature.
True Friends reserves the right to refuse a return if the above conditions are not met.
There will also be an additional delivery fee applicable, prior to dispatch of exchanged goods.
All returns are processed within 7 days of receipt.
Missing Items or Wrong Product Received
In the unlikely event you receive your package from us with missing items or the wrong product, please refer to the following instructions:
- Check your order confirmation email and make sure that you ordered what you wanted;
- Email us at email@example.com with the details and we will contact you with further instructions.
For faulty items please notify us straight away by email at firstname.lastname@example.org. An attached photo of the faulty item would be most helpful. We will then contact you via phone or email with further instructions and to determine whether a replacement, repair, refund or credit is required.
Original shipping costs will be refunded on products deemed faulty by True Friends, but only if reported faulty within 30 days after our shipping date. If you purchased more than one item in any single shipment, only the difference in costs of shipping the faulty item will be refunded.