Refund policy
What is our Return/Exchange Policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Items bought using a discount code or items on sale are not eligible for a refund. We do not offer exchanges at this time.
Please note, the buyer is responsible for return shipping costs, and shipping costs are non-refundable.
To start a return, you can contact us at support@truthjewel.com. If your return is accepted, 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.
We do not accept returns or exchanges for custom products as they are made-to-order.
Please make sure you have tracking and proof of weight for the parcel you're returning.
You can always contact us for any return questions at support@truthjewel.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and orders made using a discount code. We also do not accept returns for damaged items that have been in contact with hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
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.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Can I Change / Cancel My Order?
Unfortunately, after you place your order, it cannot be canceled or changed. Our warehouse team processes orders right away, so this doesn't leave any time for order changes.
Please make sure all information is correct before clicking order! If you made a mistake, you can follow our returns process to return the item within 7 days of delivery. We are not liable for any mistakes in the order or accidental/fraudulent purchases.
Delivery Issues
Truthjewel is not liable to replace/refund missing or lost packages once tracking shows delivered. For this reason, we always recommend that you get items delivered to a secure address. We highly suggest checking with your family members, mailman, neighbors, or building manager/mailroom, before contacting us. If you are still unable to locate the package, please reach out to us and we will do our best to help, however, please note this is not always possible.
If you input the incorrect address at checkout, we are not liable if the order goes missing. If it is returned to us, please contact us and we will do our best to get it resolved for you.
Still Got Questions?
You're always welcome to contact us at support@truthjewel.com.
We will get back to you within 24 hours!