Refund policy
PLEASE NOTE THAT RETURNS ARE NOT FREE OF CHARGE. A FEE WILL APPLY.
Can I return my order?
Yes, it is possible.
If you are not satisfied with the products you have ordered, you have the option of returning them within 60 days from the date of receipt. In this case, the order must meet the following conditions:
- The order still contains all relevant parts and components, and the packaging has arrived in the same condition as the product.
- Normal handling of the product is evident; breakage caused by careless handling is excluded.
- Products where hygiene is important must have been thoroughly cleaned before the return process is started.
- The product was found to be defective immediately upon receipt.
- We are entitled to charge the customer for the shipping costs.
- The return will be processed within 7 working days and, if the conditions are met, the return will be officially acknowledged within that period.
We reserve the right to refuse returned goods if we suspect that they have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the conditions above, please do the following to start the return process. Send an email to info@trueroot-usa.com. Make sure the email contains the following:
- Order number
- Reason for the return request
- Photo of the product in case of breakage
- Customer's name and surname
- Customer's address
We will then get back to you and provide the return address.
Never return the package to the sender — we will send you the correct address once you have requested it. You, the customer, are responsible for the shipping costs of returning the product.
CANCELLATIONS
The consumer has a right of withdrawal under the following provision, provided they are a natural person entering into a legal transaction for purposes that are not predominantly related to their commercial or professional activity:
A. CONDITIONS OF WITHDRAWAL
Right of withdrawal The withdrawal period is 14 days from the day on which you, or a third party designated by you (other than the carrier), received the last item of the order.
As we operate with a fully automated system, orders are processed as soon as they are placed. For this reason, we are unable to interrupt the shipping process once it has started, and a refund cannot be issued until the goods have been received back by us.
To exercise your right of withdrawal, you must inform us at Trueroot-USA by means of a clear statement (for example, by email) of your decision to withdraw from this contract. The withdrawal will take effect once we have received the returned goods. The cost of returning the goods shall be borne by the purchaser.
Record of Shipments in Transit
Since our products are shipped from Asia, transit times may be longer and are outside of our control. If the goods are already on their way, it is not possible to cancel them. Please wait until you have received the goods and then return them to us. You may, of course, inform us of your intended cancellation in advance. In order to guarantee the fastest possible return, we ask you to send us a shipping confirmation once the package has been dispatched.
Consequences of Withdrawal
If you withdraw from this contract, we shall reimburse all payments we have received from you, with the exception of the shipping costs (and any additional costs that may arise from the fact that you chose a shipping option other than the cheapest standard shipping offered by us). Reimbursement will be made without undue delay, and no later than 14 days from the day on which we receive your notification of withdrawal and the returned goods. For this reimbursement, we will use the same means of payment that you used for the original transaction, unless we have expressly agreed otherwise with you.
ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.