Return Policy
Cancellation, Returns & Refunds Policy
At Trueauragoods, we want you to feel confident when placing an order. Please review the following terms regarding cancellations, returns, and refunds.
Order Cancellations
Orders may be cancelled for a full refund before they have entered production, fulfillment, or shipment.
Once an order has been processed or handed over to the shipping carrier, it can no longer be cancelled. After delivery, you may request a return in accordance with the return terms below.
To request a cancellation, contact us as soon as possible at:
Please include your order number and the email address used when placing the order.
Return Eligibility
You may request a return within 14 days of receiving your order.
To qualify for a return, the product must:
- Be unused and in its original condition
- Include the original packaging
- Include all parts, accessories, and documentation received with the order
- Be accompanied by a receipt or other proof of purchase
Items that have been used, damaged after delivery, altered, or returned without the original packaging may not be eligible for a refund.
Please do not send any product back without contacting our customer service team first. Unauthorized returns may not be accepted.
How to Request a Return
To begin a return, email:
Please provide:
- Your order number
- The name of the product
- The reason for the return
- Photos or videos when the item is damaged, defective, or incorrect
Once your request has been reviewed, we will provide return instructions and the appropriate return address.
Do not return the product to the manufacturer or to the address shown on the original shipping package unless our customer service team specifically instructs you to do so.
Return Shipping and Fees
Return shipping costs may be the responsibility of the customer unless the product arrived damaged, defective, or different from the item ordered.
Customers will not be charged a restocking fee for an approved return.
Any applicable return-shipping arrangements will be explained before the return is sent.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your product arrives damaged, defective, incomplete, or incorrect, contact us promptly at service@trueauragoods.com and include clear photos or videos of the product and packaging.
Our customer service team will review the issue and provide an appropriate resolution based on the circumstances.
Refund Review
After the returned product has been received and inspected, we will email you to confirm its arrival and inform you whether the refund has been approved.
Approved refunds will be issued to the original payment method. The time required for the funds to appear may vary depending on your bank, card issuer, or payment provider.
Late or Missing Refunds
If you have received confirmation that a refund was issued but the funds have not appeared:
- Check your bank or payment account again.
- Contact your credit card company or payment provider, as posting times may vary.
- Contact your bank to ask whether the refund is still being processed.
After completing these steps, please email us if the refund is still missing:
Include your order number and refund confirmation details so our team can review the transaction.
Return Address
Please contact service@trueauragoods.com before returning any product.
The correct return address and shipping instructions will be provided after your return request has been reviewed and approved. Products sent to an unapproved address may be delayed, rejected, or returned to the sender.