At TrueU, we take pride in the quality of our hair styling tools and want you to be satisfied with your purchase.

Please review our Return & Refund Policy carefully before placing an order.

  1. Eligibility for Returns

 To be eligible for a return, all of the following conditions must be met:

• The item must be unused, unopened, and in its original packaging

• The item must be returned within 14 days of delivery

• All accessories, manuals, and protective seals must be intact

• Proof of purchase is required

 Used, opened, or tampered products are NOT eligible for return due to hygiene and safety reasons.

  2. Non-Returnable Items

 For health, safety, and hygiene reasons, the following items are non-returnable:

• Products that have been used, tested, or powered on

• Products with removed seals or damaged packaging

• Items showing signs of wear, residue, heat exposure, or styling use

• Clearance or final-sale items

• Gift cards

  3. Damaged or Defective Items

 If your item arrives damaged or defective, you must contact us within 48 hours of delivery.

To process a replacement or refund, we require:

• Clear photos or video showing the issue

• Original packaging

• Order number

 Approved cases may receive a replacement or refund, at our discretion.

  4. Refunds

• Refunds are issued only after the returned item is received and inspected

• Approved refunds are issued to the original payment method

• Shipping fees are non-refundable

• Processing time: 5–10 business days after approval

 We reserve the right to deny refunds if returned items do not meet eligibility requirements.

  5. Return Shipping

• Customers are responsible for return shipping costs

• We do not provide prepaid return labels

• Shipping fees are non-refundable

• We are not responsible for lost or damaged return shipments

  6. Exchanges

 We do not offer direct exchanges.
If eligible, you may return an item for a refund and place a new order.

  7. Order Cancellations

 Orders can only be canceled within 12 hours of purchase.
Once an order has been processed or shipped, it cannot be canceled.

  8. Refused or Undeliverable Packages

 Orders returned due to refusal, incorrect address, or failed delivery attempts are not eligible for a refund.

  9. Chargebacks & Disputes

 Initiating a chargeback without contacting us first may result in delayed resolution. We reserve the right to dispute chargebacks when policy conditions are not met.

  10. Contact Us

For return or refund inquiries, contact: Care@shoptrueu.com

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Effective Date: December 25, 2025