Refund Policy

 

At TrueCartel, your satisfaction is our top priority. We stand behind the quality of our products and are here to help if something doesn’t meet your expectations.

Please read our Refund Policy carefully to understand your rights and responsibilities.

1. Eligibility for Refunds

Refunds are issued under the following conditions:

  • You received a damaged, defective, or incorrect item.

  • Your order was lost in transit and confirmed undeliverable.

  • The item is returned in unused, original condition with all packaging intact, within the return window (see Section 3).

Refunds are not issued for:

  • Products returned in used or damaged condition (unless it arrived that way).

  • Minor color or design variations from website photos due to lighting or screen differences.

  • Late delivery caused by external factors such as customs or courier delays.

  • Items marked as non-returnable (e.g., undergarments, customized goods, or clearance items).

2. Requesting a Refund

To request a refund, please contact us at support@truecartel.store within 48 hours of delivery with:

  • Your order number

  • Photos of the product (clearly showing damage, if applicable)

  • A brief explanation of the issue

Our support team will respond within 24–48 business hours with the next steps.

3. Return Window & Process

If a return is approved, it must be:

  • Shipped back within 7 days of approval

  • In original, unused condition with all tags and packaging

Return shipping instructions will be provided via email. Please do not ship items back without confirmation, as they may not be eligible for processing.

4. Refund Method

Once your return is received and inspected, your refund will be processed to the original payment method within 7–10 business days. Refund timelines may vary depending on your bank or card provider.

In certain cases, we may offer a store credit or replacement item as an alternative.

5. Order Cancellations

Orders may be canceled within 6 hours of purchase. After this window, processing may have begun and cancellation may not be possible. To cancel an order, please email us immediately at support@truecartel.store with your order number.

6. Contact Us

Have a question or concern? Our customer care team is here to help:

📧 Email: support@truecartel.store
🕒 Response Time: 24–48 business hours

We value your trust and strive to make every TrueCartel experience a positive one.