Refund policy – True Supply

Returns & Refund Policy

Returns

Want to return or exchange your item? No problem.
If you are not happy with your purchase, you have 60 days to return your item(s).
To be eligible for a return, your item must be in the same condition that you received it and in the original packaging.
Skincare and rollers must be unused, unopened, and in their original packaging.
To start your return, please email our support team at info@truesupply.net with your order number and details of your request.

Refunds (if applicable)

Once your return is received and inspected, we’ll email you to confirm receipt and let you know whether your refund has been approved or rejected.
If approved, your refund will be processed to your original method of payment. Processing times vary depending on your payment provider.

Late or Missing Refunds

It may take up to 5 working days for funds to appear in your account; some payment providers may take up to 14 days.
If you haven’t received your refund yet, first check your bank account and then contact your card issuer.
If you still need assistance, please email info@truesupply.net.

Exchanges (if applicable)

We replace items only if they are defective or damaged.
To request an exchange for the same item, please email info@truesupply.net with your order number and photos of the defect or damage.

Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return.
Once the returned item is received, a gift certificate will be emailed or mailed to you.
If the item wasn’t marked as a gift, or the order was shipped to the gift giver, the refund will be sent to the gift giver, who may be notified of your return.

Shipping Your Return

Email info@truesupply.net to request a return authorization and shipping instructions.
Customers are responsible for return shipping costs. Shipping costs are non-refundable.
If you receive a refund, the original shipping cost (if any) may be deducted from your refund.
Delivery times for exchanged or replacement products may vary by destination.
For items valued over AED 275, we recommend using a trackable shipping service or purchasing shipping insurance.
We cannot guarantee receipt of returned items without tracking.

Order Cancellations

If you wish to cancel your order, please email info@truesupply.net as soon as possible.
We’ll do our best to accommodate your request; however, cancellation is not always possible due to fast warehouse processing.