Refund policy
This Refund Policy applies to all orders placed on truetiara.com.
1. Return Period
Unless a longer period is required by applicable law, customers may request a change-of-mind return within 14 days after receiving their order.
Where applicable law provides an additional period in which the product may be sent back after the customer has notified us of cancellation, that additional period will be honored.
To begin a return, please contact our customer service team before sending the product.
2. Return Condition
Returned products should be:
• In their original condition
• Unworn and unused, other than handling reasonably necessary to inspect the product
• Returned with original tags and accessories where applicable
• Accompanied by proof of purchase
Where permitted by law, we may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the nature, characteristics, and functioning of the product.
3. Return Shipping Costs
For voluntary or change-of-mind returns, the customer is responsible for return shipping costs unless we have expressly agreed otherwise or applicable law requires us to cover those costs.
If the product is defective, damaged, incorrect, or otherwise qualifies for a remedy under applicable consumer law, we will cover return costs where required by law.
4. Damaged, Defective or Incorrect Products
Please inspect your order after delivery and contact us as soon as reasonably possible if the product is damaged, defective, incorrect, or materially different from what was ordered.
We may request photographs or other reasonable information to help us investigate the issue.
Depending on the circumstances and applicable consumer law, available remedies may include repair, replacement, partial refund, or full refund.
This section is separate from our voluntary change-of-mind return policy and does not limit any statutory consumer guarantee or warranty rights.
5. Refunds
Approved refunds will be returned to the original payment method.
Where applicable law requires a refund within a specific period, we will comply with that period. Where legally permitted, we may wait until the returned goods are received or until the customer provides evidence that they have been sent back.
The time required for a refund to appear in the customer’s account after it has been issued may depend on the bank, card issuer, or payment provider.
Standard outbound shipping charges will also be refunded where required by applicable law. Additional costs resulting from a more expensive shipping method selected by the customer may not be refundable where permitted by law.
6. Non-Returnable Products
Where permitted by applicable law, certain products may not qualify for change-of-mind returns, including:
• Personalized or custom-made products
• Perishable products
• Products that cannot reasonably be returned for health or hygiene reasons after a protective seal has been removed
• Other products specifically excluded from cancellation rights under applicable law
These exclusions do not remove any rights the customer may have if a product is defective, damaged, incorrectly supplied, or not as described.
7. Exchanges
Where exchanges are available, they are subject to product availability.
We may process an exchange as a return and a new order. This does not affect any legal right to a replacement or other remedy for defective or non-conforming goods.
8. Mandatory Consumer Rights
This policy is intended to operate alongside applicable consumer protection laws.
Nothing in this Shipping & Returns Policy is intended to exclude, restrict, or waive any consumer right, guarantee, warranty, remedy, cooling-off period, or other protection that cannot legally be excluded or restricted under the laws applicable to the customer or the transaction.
If applicable consumer law provides the customer with rights that are more favorable than the terms of this policy, those mandatory legal rights will apply.