Refund policy

You may return the products purchased in our online store within 45 days following the receipt of the package if the garment is new, in perfect conditions and with all of the original tags and you comply with the following policies. We will refund you the money or give you store credit to buy something else:

**For regular returns, the customer must ship the package back to our location and pay for the shipment.

**If your return is due to a mistake we made in shipment or a product defect, we wil cover shipment costs.

**Our garments have a 90-day warranty policy.

**We will refund you the money through store credit with which you can make a new purchase or we will reverse the original payment transaction.

 

WE DO NOT ACCEPT RETURNS IN THE FOLLOWING CASES

-If the garments have been damaged by misuse or neglect (exposure to chemicals, high heat, sharp objects, etc.)

-If the garment shows any signs of having been worn, or has a bad smell, sweat marks, make-up stains, etc.

-If it appears to have been washed in the wrong way: different to the one instructed by the garment's product care information (product detail page (online) / physical tag in the garment). For example, by mixing white garments with color ones or soaking garments that have been subjected to a dyeing process.  

-Intimate items cannot be returned: Underwear, bikini bottoms, bodysuits, socks.

-The lifetime for any of our products depends on the way you use and wash them. Products damaged by normal wear and tear or that have exceeded their reasonable lifetime will not be replaced.

PRODUCT RETURN INSTRUCTIONS

Submit a return request

Click the profile icon in the store's menu, or here to log into your account and request a return:

1. Log in to your account:

   1. In the "Email" field, enter your email address, and then click "Continue".

   2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

   3. Go back to the online store, and then enter a six-digit verification code.

2. Click "Request return" for the order that you want to submit the return for.

3. If your order has more than one item, then select the items that you want to return.

4. Select a return reason and add a note for the store.

5. Click "Request return".

 

If your return request is approved you will receive an email with shipping instructions and asking if you'd like a refund or store credit. After the product is returned, you receive your refund or store credit.

 

PAYMENT REVERSALS

The reversal of payments applies only to purchases made through our website. To request the reversal of the money the request must comply with the following requirements:

A. The request must correspond to one of the causes listed below, and such cause must be informed at the time of making the request:

-When you are victim of fraud;

-When it corresponds to an unsolicited tranaction;

-When the purchased product is not delivered within 30 calendar days;

-When the product received does not correspond to the one purchased, or it does not comply with the information provided about it;

B. When the purchase made corresponds to several products, the partial reversal of payment may be requested for those for which any of the aforementioned causes are present. 

C. A formal claim must be submitted in writing through https://int.trueshop.co/pages/contact-us. Once the request has been received, you will be sent the steps to follow.

D. When making the request you must indicate the value for which the reversal is requested, identify the bank account, credit card or payment instrument to which the transaction was charged.

E. The request for reversal of payment must be submitted within five (5) business days after having knowledge of the situation that motivates the reversal of the payment, in this same period the holder of the means of payment shall notify the issuer of the payment instrument used for the purchase.

F. When submitting the request you must indicate the place where the good was received -when appropriate according to the cause- for the purpose of collection or sending it to one of our stores.

G. The product must be returned in the same conditions in which it was received.

H. After verifiying the origin of the reversal and fulfilling the requirements the participants of the payment process have a term of fifteen 15 calendar days to reverse said payment.

I. In case the reversal of the payment is made by the issuer of the payment instrument and TRUE has also made directly the refund of the price paid, the consumer shall return the resources directly to TRUE.

The information of the purchase will be definitively charged to the consumer, in the case of an administrative or jurisdictional decision against him/her that determines the inappropriateness of the reversal, in which case the consumer will also be responsible for all the costs incurred for the reversal.