Refund policy
Our refund policy lasts 14 days starting from when your order was delivered to you. If 14 days have gone by since you received your item, unfortunately we can’t offer you a refund.
We want to make sure your return process is smooth. Here are the conditions for eligibility:
- Your item must be in the same condition that you received it.
- It should be unused and in its original packaging.
Once your return request is acknowledged, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Note that we do not charge a restocking fee on returns.
RETURNS & REFUNDS - UNDER WHAT CIRCUMSTANCE?
THE PRODUCTS NEVER ARRIVED
Please email us at contact@truegild.com if your tracking number indicates that your order has been delivered, but you have not actually received your item(s). After we verify this information, we will process your refund immediately.
DEFECTIVE/WRONG PRODUCT
If you discover your order arrived defective or incorrect, please email us at contact@truegild.com with photos of the product. Once our team verifies this information, you may choose to opt for a free exchange or full refund. We will then send you instructions on how to return your product. We will also provide a prepaid return shipping label.
If you opt for an exchange. your new order will arrive within 5-7 business days after we receive your returned product. If you opt for a refund, the refund will take 5-10 days to process after we receive your returned product.
EXCHANGE
You may exchange products if you received a defective/incorrect product, or if you need to exchange to a different size. Exchanges will be free of charge if we sent you a defective/incorrect product. If, however, we sent you the item you ordered, and you wish to exchange the product for a different size/color/model, you will need to pay for return shipping costs.
If you need to exchange your product please email us at contact@truegild.com with your order number and reason for exchange. We will then send you instructions on how to exchange your product. Once we receive your returned product, you will receive your new order after 5-7 business days.
BROKEN AFTER USE
If your product breaks after you wear it, we cannot offer an exchange or refund.
CUSTOMER CHANGES THEIR MIND
We will not offer you a refund if you change your mind and decide you no longer want your products after receiving your order. In this scenario, we will only offer an exchange. In this scenario, you will need to pay for return shipping costs, given we sent you the correct item you ordered without any defects
ORDER CANCELLATIONS
We usually ship the orders immediately, therefore if you wish to cancel your order, please contact us immediately and we will try our best to cancel your order and refund your payment. However, if it has been dispatched by our warehouse, we may not be able to cancel the order.
REFUNDS (IF APPLICABLE)
After we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
Your refund should arrive to your original payment method within 5-10 business days after we receive the returned product, because banks usually take 5-10 business days to process the payment. We will refund your original payment method used to make the purchase.
LATE OR MISSING REFUNDS (IF APPLICABLE)
- 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 email us at contact@truegild.com
SHIPPING
We will only pay for your return shipping if the item(s) you received is defective or the incorrect item. Otherwise, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Note that 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 don’t guarantee that we will receive your returned item.
CONTACT US
If you have any questions about our return and refund policy, please get in touch with our customer support here:
- Company Name: Blue Horizon Digital LLC
- Phone: +510-340-5362
- Email: contact@truegild.com
- Address: Suite 700, 6671 Southwest Freeway, Houston, Texas, 77074, USA
- Office Hours:
- Office Hours: Monday–Friday: 9:00 AM – 6:00 PM (CST)