At Truvyn, customer satisfaction is at the heart of everything we do. We take great pride in the quality of the products we carry, and we want every purchase you make with us to be one you feel completely confident about. If for any reason you are not fully satisfied with your order, we are here to make things right. Please read our Return & Refund Policy carefully to understand your options and how to get started.
1. Return Window
We accept returns within 30 days of the delivery date. We encourage you to inspect your order as soon as it arrives so that any issues can be reported and resolved promptly within this window.
If 30 days have passed since the date your order was delivered, we are unfortunately unable to offer a return or refund. We recommend checking your order confirmation and tracking information to confirm your delivery date if you are unsure.
2. How to Initiate a Return
To begin the return process, please contact our customer support team within 30 days of delivery using the contact details listed at the bottom of this page. Do not send your item back before receiving confirmation and instructions from our team.
When reaching out, please include the following information to help us process your request as quickly as possible:
- Your full name and order number
- The item(s) you wish to return
- The reason for the return
- Clear photos of the item if it arrived damaged, defective, or incorrect
Once we review your request, we will respond with detailed return instructions, including the appropriate return shipping address. All returns must be sent by mail. Unauthorized returns sent without prior approval from our team may not be accepted and could result in delays or complications with your refund.
We aim to respond to all return requests within 1–2 business days.
3. Item Condition Requirements
To be eligible for a return and refund, all items must meet the following condition requirements at the time they are returned to us:
- The item must be unused and in its original condition, exactly as it was received.
- The item must be returned in its original packaging, including all boxes, bags, inserts, protective cases, tags, accessories, and any included cleaning cloths or accompanying materials.
- The item must not show any signs of wear, use, scratches, damage, alteration, or misuse of any kind.
Items that do not meet these requirements may not qualify for a refund or may be subject to a partial refund at our discretion. We reserve the right to assess the condition of returned items upon receipt before approving any refund.
If you are unsure whether your item qualifies for a return, please contact us before sending anything back and we will be happy to guide you.
4. Return Shipping Costs
The responsibility for return shipping costs depends on the reason for the return:
Customer Remorse (Change of Mind)
If you are returning an item because you changed your mind, selected the wrong size or style, found a better price elsewhere, or simply no longer want the item, the cost of return shipping is your responsibility. Original shipping fees paid at the time of purchase are non-refundable in these cases. We recommend using a trackable shipping method to ensure your return reaches us safely, as we cannot be held responsible for lost or undelivered return parcels.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not the item you ordered, we sincerely apologize for the inconvenience. Please contact us within 7 days of delivery with your order number and clear photographs showing the issue. Once our team has reviewed and verified your claim, we will provide full return assistance at no additional cost to you. We will arrange for the item to be returned and ensure that your replacement or refund is processed as a priority.
5. Restocking Fees
We do not charge any restocking fees on returned items. There are no hidden deductions from your refund for restocking or handling. What you paid for the item is what you will receive back, provided the return meets all the conditions outlined in this policy.
6. Refund Processing
Once your returned item has been received by our team, it will be carefully inspected to confirm it meets the eligibility requirements outlined above. You will be notified by email regarding the approval or rejection of your refund following this inspection.
If your refund is approved:
Your refund will be processed and credited back to your original payment method within 10 business days of us receiving and approving the return. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account. If you have not received your refund after 10 business days, please first check with your bank or card provider, then contact us if the issue persists.
If your refund is rejected:
We will notify you of the reason for rejection and, where possible, discuss alternative solutions. Rejected items may be returned to you at your expense.
Please note that original shipping charges are non-refundable unless the return is the result of our error (damaged, defective, or incorrect item).
7. Non-Returnable Items
While we strive to accommodate all return requests, the following items are not eligible for return or refund under any circumstances:
- Items that have been used, worn, or show signs of use
- Items that have been damaged after delivery due to customer mishandling or misuse
- Items returned without their original packaging, tags, accessories, or included components
- Items marked as Final Sale at the time of purchase
- Items returned outside of the 30-day return window
- Items returned without prior approval from our customer support team
If you have questions about whether a specific item is eligible for return before making a purchase, please do not hesitate to reach out to us in advance.
8. Exchanges
At this time, we do not offer direct exchanges. If you would like a different item, size, or color, please return the original item following the process outlined above and place a new order separately once your return has been approved. This ensures the fastest possible turnaround and guarantees availability of the item you want.
9. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it. We will do our best to accommodate cancellation requests before the order is dispatched. Once an order has been shipped, it can no longer be cancelled and must instead be processed as a return in accordance with this policy.
10. Our Commitment to You
We understand that shopping online requires trust, and we take that responsibility seriously. If something goes wrong with your order, we will always do our best to find a fair and prompt resolution. Our customer support team is here to help you every step of the way, and we are committed to making sure your experience with Truvyn is a positive one — even when things do not go as planned.
Your trust in Truvyn means everything to us, and we will always handle your return or refund request with honesty, transparency, and care.
Contact Us
If you have any questions about this policy or need to initiate a return, please get in touch with our support team:
Business Name: Truvyn
Email: support@truvyn.site
Phone: +1 919 223 9293
Business Hours: 9:00 AM – 6:00 PM EST (Monday – Friday)
Live Chat: Available 24/7
Business Address: 153 Forney Dr, Olin, NC 28660, USA
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