Return and Refund Policy
Scope and Intent.
This Return and Refund Policy applies to all purchases made through the Tru Tulip website.
Contact Information
For questions about returns and refunds, please contact our customer service via:
Email: support@trutulip.com
Phone: +1 (307) 445-9874
Address:
312 West 2nd Street,
Casper, WY 82601,
United States.
Return Window
Customers can cancel their purchase and return the product within 14 days of receipt without providing any reason.
Return Instructions
Packaging and Shipping
Return Costs
Customers are responsible for return shipping costs unless the item is defective or not as described. In such cases, Tru Tulip will cover the return shipping costs.
Specific Return and Refund Conditions
- Returns Due to Change of Mind: If you change your mind after purchase, you can return the product within 14 days, provided it is unused, undamaged, and in the original packaging.
- Defective Goods: If you receive a defective product, contact our customer service immediately for instructions. Tru Tulip will cover the return shipping costs and provide a replacement product or a refund.
- Damaged Goods: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover the return costs if necessary.
- Incorrect Product Received: If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product.
- Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.
- Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.
Policy for Damaged or Defective Goods
Upon receiving damaged or defective goods, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.
Policy for Non-Damaged Goods
If you change your mind, you can return the undamaged and unused product within 14 days. Ensure it is in the original packaging.
Timelines
- Return Window: Returns must be reported and shipped within 14 days of receiving the product.
- Return Processing: After receiving and inspecting the returned item, we will process the refund within 14 days. You will receive a confirmation email.
- Refund Conditions: A refund is approved if the product is undamaged, unused, and in the original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
- Refund Period: After the return is approved, it takes up to 14 days to process the refund to the original payment method.
- Refund Methods: Refunds are made to the original payment method used at the time of purchase.
Exceptions to the Return Policy
The following products cannot be returned:
- Custom or personalized items
- Hygiene products (e.g., socks, underwear) unless unopened and unused
Return Address: Send us an email or use the feedback form on the contact page, we will send you our warehouse address closest to your address, which means the address that you will send the item to depends on where you live.
Shipping Method and Costs
- Shipping Method: DHL + Track & Trace
- Estimated Return Costs: $15 - $25
Legal Rights
This policy does not affect any applicable legal rights.
We comply with all relevant laws regarding returns and refunds.
www.trutulip.com
Tru Tulip
312 West 2nd Street,
Casper, WY 82601,
United States.
support@trutulip.com
+1 (307) 445-9874
Customer Support:
Our customer service is available from Monday to Friday between 9 am to 5 pm.
and we reply to queries within 48 hours during working days.
Questions
Visit our Frequently Asked Question or reach us through any of our contacts.