Refund policy

Last updated: May 9, 2026

At Truvo Store, we want you to be completely satisfied with your purchase.
This policy explains when returns and refunds are accepted, who covers return shipping costs, and how to request them.

If you’re not satisfied with your order, you can return it within 30 days. Once we receive the item, we’ll process your refund to the original payment method.

1. Quick Reference Table

2. 30-Day Returns Policy

You may request a return or refund within 30 days of receiving your order, provided the item meets the conditions outlined below.

Returned items must be:
Unused and unworn
In the same condition as received
Returned with original packaging, accessories, and documentation

We do not charge any restocking fees.

3. Returns & Refund Eligibility

Change of Mind

Return requests must be made within 30 days of delivery.
The item must be unused, in original condition, and returned with original packaging.
Return shipping costs are the responsibility of the customer.
Shipping costs are non-refundable.
Refunds are processed within 14 days after inspection and issued to the original payment method or as store credit.

Wrong Product Received

Return requests must be made within 30 days of delivery.
A wrong product refers to a different model, type, or colour than ordered.
Minor differences due to lighting, photography, or manufacturing batches are not considered incorrect items.
Return shipping costs are the responsibility of the customer.
After inspection, a refund or replacement will be issued.
Refunds are processed within 14 days and issued to the original payment method or as store credit.

Damaged in Transit

Damage must be reported within 7 days of delivery.
Clear photos of the item and packaging are required.
Return shipping costs are the responsibility of the customer.
After inspection, a replacement or refund will be issued.
Refunds are processed within 14 days and issued to the original payment method or as store credit.

Faulty Item (Manufacturing Defect)

Return requests must be made within 30 days of delivery.
Clear photos or videos showing the fault are required.
Return shipping costs are the responsibility of the customer.
After inspection, a replacement or refund will be issued.
Refunds are processed within 14 days and issued to the original payment method or as store credit.

Item Never Arrived

Claims must be submitted 14 business days after the expected delivery date.
No return shipping applies.
We will investigate the issue with the courier.
Once confirmed as lost, you may choose between a replacement or a full refund.
Refunds are processed within 14 days of resolution.

Order Cancellation

Orders cannot be cancelled once placed, as processing begins immediately.
If you no longer want the item after delivery, you may return it under the Change of Mind policy.

4. How to Request a Return or Refund

To request a return or refund, email info@truvostore.com with:

Your order number
Reason for the request
Photos or videos (if applicable)

Our support team will review your request and provide return instructions if eligible.

All returns must be sent using a trackable shipping service.

5. Refund Processing

Once your return is received and inspected, or a delivery issue is resolved, refunds are processed within 14 days.

Refunds are issued to the original payment method unless store credit is requested.

Store credit is issued as a gift card or discount code for use at www.truvostore.com

6. Non-Returnable Items

The following items are not eligible for return:

Custom-made or personalised items
Products sealed for hygiene or safety reasons once opened
Gift cards

Any non-returnable item will be clearly identified on the product page where applicable.

7. Exchanges

We do not offer direct exchanges.

If you would like a different item, please return your original purchase for a refund or store credit and place a new order.

8. UK Customers – Online Dispute Resolution

UK customers may access the European Commission’s Online Dispute Resolution platform at:
https://ec.europa.eu/consumers/odr

Our contact email for ODR is info@truvostore.com We are not obliged and do not participate in consumer arbitration unless required by law.

9. Contact Information

Business Name: Truvo Store (16984175)

Registered Address: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom

Email: info@truvostore.com

Phone Number: +44 7363 096271

Support: Monday to Friday: 09:00–17:00 (GMT)

Response Time: Within 24–48 hours