Refund policy
We have a 10-day return policy, which means you have ten days after receiving your item to request a return. Unfortunately, if 10 days have gone by since your purchase, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Return: To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.
Contact us at info@truagape.com for a return authorization number to start a return. Please note that returns must be sent to 1525 East Park Place, suite 1800, Stone Mountain, GA 30087, United States.
Be sure to include your invoice with information about your returned item. It is recommended to write down your delivery tracking number and let us know when its been delivered to us to receive your refund in a timely manner. Please allow 5 -7 days for delivery and 5-7 business days to process the return.
You will be responsible for paying for your own shipping costs for returning your item. We offer flat-rate shipping labels for your convenience. you can request a label by emailing info@truagape.com. Shipping costs are non-refundable. If you receive a refund, the cost you paid for shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can not guarantee we will receive your returned item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at info@truagape.com.
PLEASE NOTE: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please feel free to contact us at info@truagape.com.
TruAgape Gift Cards: If you paid using a TruAgape e-Gift Card, all refunds will be issued to a new TruAgape e-Gift Card with an updated balance to the email on file.
If you paid using an TruAgape e-Gift Card and another payment method, your payment will first be refunded back until the amount paid via the additional payment method has been refunded in full. After that, the remaining balance will be issued as an TruAgape e-Gift Card.
For example, you placed an order totaling $100, paying $25 with an TruAgape e-Gift Card and $75 with a credit card. You decide to return $80 worth of items. We will refund $75 to the credit card used at purchase and the remaining $5 to an TruAgape e-Gift Card.
Gifts: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a TruAgape e-Gift Card for the value of your return. Once the returned item is received, you will receive a TruAgape e-Gift Card via email.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items), and personal care goods. Please get in touch if you have questions or concerns about your specific item.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@truagape.com and send your item to: 1785 East Park Place, #870653, Stone Mountain GA 30087, United States.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.