Refund policy

🔁 Returns & Refunds

We offer a 7-day returns window, which means you have 7 days after receiving your item to request a return.

We strongly recommend checking your items as soon as they arrive, as this window begins from the date of delivery.

To be eligible for a return, your item must be:

  • Unused and unworn
  • In the same condition you received it
  • In its original packaging
  • Accompanied by proof of purchase

⚖️ Your UK Consumer Rights

This policy does not affect your statutory rights under UK law.

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, even if you simply change your mind.

However, we may reduce your refund if items are returned used, damaged, or not in their original condition.

⚠️ Incorrect, Faulty or Damaged Items

Please inspect your order as soon as it arrives.

If you receive an incorrect, damaged, or faulty item, you must contact us within 7 days of delivery so we can resolve this quickly.

Where a fault or error is confirmed, we will arrange an appropriate resolution, which may include:

  • Replacement
  • Repair
  • Refund

📦 Returns Process

To start a return, contact us at:
📧 support@truevisionbrand.com

If your return is accepted, we will provide:

  • Return instructions
  • Return address

⚠️ Items sent back without prior approval will not be accepted.

🚚 Return Shipping Costs

  • You are responsible for return shipping costs unless the item is faulty or incorrect
  • We strongly recommend using a tracked service
  • Proof of postage may be required before a refund is issued
  • We are not responsible for returns lost in transit

💸 Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds are processed within 7 days
  • Funds are returned to your original payment method

Please note: banks and payment providers may take additional time to process refunds.

❌ Non-Returnable Items

We do not accept returns on:

  • Sale items
  • Gift cards

🔄 Exchanges

We do not offer direct exchanges.

If you would like a different item:

  1. Return your original item (if eligible)
  2. Place a new order

🎁 Promotional Items & Returns

From time to time, TRUE® runs offers that include:

  • Free gifts
  • Discounted bundles
  • “Buy X, Get Y Free” promotions

These offers are conditional on the original qualifying purchase being kept in full.

If part of your order is returned and it no longer meets the promotion criteria:

  • Any free or discounted items may be charged at their standard price, or
  • Their value may be deducted from your refund

All promotional items must be returned unused and in original condition if the qualifying items are returned.

If they are not returned, their value will be deducted automatically.

This applies to all current and future promotions, including:

  • Free gifts (e.g. wallets, keyrings, stickers, mystery items)
  • Product bundles
  • Tiered offers (Buy 1 / Buy 2 / Buy 3 etc.)

We do this to ensure fairness and consistency for all customers.

🛠️ Warranty on Free Gifts

All TRUE® products include a 1-year warranty covering manufacturing defects.

However, this warranty does not apply to free gifts or promotional items.

This includes (but is not limited to):

  • Free sunglasses
  • Wallets, keyrings, stickers
  • Mystery gifts or bonus items

If a free item arrives damaged or faulty, please contact us within 7 days of receipt, and we will do our best to help.