Refund policy

Refund, Returns & Cancellations Policy

Can I cancel or amend my order?

Since we begin processing each order through our warehouse as soon it has been submitted, we are unfortunately unable to cancel or amend most orders after they been placed. However, if you contact our customer support team via an email to support@trueofblue.com and the order has not been processed already, we will do our very best to cancel or amend the order for you.

Please note, as a small, independent company our live chat, emails, contact forms and social media pages are not monitored 24/7, so we cannot guarantee any order cancellations or amendments.

We kindly ask that you please take care to double check your details before placing your order.

If we are unable to cancel your order, you are welcome to return your order within 14 days as per our return policy.

Returns

Your satisfaction is important to us. If there is an issue with your order, we are committed to reviewing it fairly and resolving it as efficiently as possible in line with the policy below.

Please read this policy carefully before submitting a return or refund request.

Incorrect, Damaged, or Defective Items

If you receive an item that is damaged, defective, incomplete, or incorrect, please notify us within a reasonable time after delivery.

To help us verify and resolve the issue, we may request clear photos of:

The item received
The original packaging
The shipping label

Once the issue is confirmed, we will offer an appropriate resolution. This may include a replacement or, where applicable, a refund.

Returns for Change of Mind (14-Day Return Window – Unopened Products Only)

If you decide the product is not right for you, you may request a return within 14 days of delivery, provided all of the following conditions are met:

The product is unused, unopened, and fully sealed
It remains in its original condition and packaging
The item is resalable
The return request has been approved in advance

Refund Details (Unopened Products)

Full refund of the product price will be issued once the item is received and inspected
Original shipping costs are non-refundable
Return shipping costs are the customer's responsibility
Returns sent without prior approval will not be accepted

All returned items are inspected upon arrival. If the product is found to be opened, unsealed, used, or tampered with, the refund will be declined.

100-Day Money-Back Guarantee (Conditional) (Used Products – Case-by-Case Review)

We offer a 100-Day Money-Back Guarantee for customers who have used the product as directed and are not satisfied with their experience.

This guarantee is intended to allow a fair evaluation period and is subject to the conditions below.

Eligibility

Requests must be submitted between Day 14 and Day 75 from delivery
The product may be used
Only one guarantee claim per customer or household is permitted
Proof of purchase is required
We may request photos or additional information to assess eligibility

Refund Terms (Used Products)

The money-back guarantee is not a full refund
All claims are reviewed on a case-by-case basis
Any refund offered is discretionary and based on individual assessment
Original shipping costs are non-refundable
Return shipping costs are the customer's responsibility
Refunds are issued only after review and approval

We reserve the right to refuse guarantee claims where misuse, excessive consumption, or abuse of the guarantee is suspected.

Refused or Undelivered Packages

If a delivery is refused by the customer at the point of delivery, or returned to sender for any reason (including unclaimed packages, repeated failed delivery attempts, or refusal to accept the parcel), the following applies:

No refund can be issued until the package has been physically received back by our fulfilment team
Return transit times for refused deliveries can be significantly longer than standard shipping, and in some cases packages may take several weeks to be returned to our warehouse
Once the refused package is received and inspected, eligibility for a refund will be assessed in line with the conditions of this policy
Original outbound shipping costs are non-refundable
Any return shipping costs incurred as a result of the refusal may be deducted from the refund amount

We are unable to process refunds based on tracking information alone — the physical return of the product to our fulfilment team is required before any refund can be issued.

Non-Returnable Items

For health, safety, and hygiene reasons, the following items are not eligible for return or refund:

Opened or used products under the 14-day change-of-mind policy
Products with broken or missing seals
Opened cosmetics, balms, creams, oils, or personal-care items outside the 100-day guarantee
Returns that do not meet the conditions outlined in this policy
Returns sent without prior approval

Return Process (Approval Required)

1. Contact Support

Email support@trueofblue.com and include:

Order number
Reason for return or guarantee request
Customer full name
Shipping address
Photos (if applicable)

2. Receive Approval & Instructions

Once approved, we will provide the correct return instructions and address.

3. Ship the Item

All approved returns must be sent to our European warehouse (UK return address)
Customers are responsible for arranging and paying for return shipping
We recommend using a trackable service, as we cannot be responsible for items lost or damaged during return transit

Refund Processing

Refunds are processed after the returned item is received and inspected
Approved refunds are typically processed within 5–7 business days
Refunds are issued to the original payment method

Additional Information

Results may vary between individuals; no specific outcomes are guaranteed
Product appearance or packaging may vary slightly due to manufacturing or regulatory updates
Products must be used only according to the instructions provided

Notes

We do not offer free returns
All returns and guarantee claims require prior approval
We reserve the right to refuse returns or refunds that do not comply with this policy