Refund policy

Return and Refund Policy

Thank you for shopping with Tru’s Boutique. We want customers to shop confidently while helping us maintain a fair and consistent return process. Please review this policy before completing your purchase.

10-Day Return Request Window

Return requests must be submitted within 10 calendar days of the date the applicable item is marked delivered by the shipping carrier.

If an order arrives in multiple packages, the 10-day period begins separately for each item based on its recorded delivery date.

Requests submitted after the 10-day window will not be accepted.

To request a return, email contactus@truboutique.us and provide:

Customer name
Order number
Item being returned
Reason for the return
Photographs when reporting damage, a defect or an incorrect item

Submitting a request does not automatically authorize a return. Customers must receive written return authorization and return instructions from Tru’s Boutique before sending merchandise back.

Return Eligibility

To qualify for return consideration, merchandise must be:

Unworn, unused, unwashed and unaltered
Free from stains, odors, makeup, deodorant, pet hair, smoke, perfume and other signs of use
Returned with all original tags attached
Returned in its original product packaging
In resalable condition
Accompanied by valid proof of purchase
Shipped within the deadline stated in the return authorization

Customers are responsible for reviewing product descriptions, sizing information, measurements, colors, materials and estimated delivery times before placing an order.

Tru’s Boutique reserves the right to inspect all returned merchandise. Items that do not meet every return condition may be denied and returned to the customer without a refund or store credit.

Shoes

Shoes must be unworn and free from marks, creases, scuffs, dirt or debris.

Shoes must be returned in their original, undamaged shoe box. The shoe box must be placed inside a separate shipping container. Shipping labels, tape or writing may not be placed directly on the original shoe box.

Shoes that show signs of wear or are returned with a damaged shoe box will not be accepted.

Return Authorization and Deadline

Approved return requests will receive written instructions and the applicable return address.

Unless otherwise stated in the authorization, approved merchandise must be shipped within seven calendar days of the authorization date. Authorization expires after that deadline.

Returns sent to an unauthorized or incorrect address may be refused and will not qualify for a refund or store credit.

Final-Sale Items

Final-sale items are not eligible for return, refund, exchange or store credit, except when the customer receives a materially damaged, defective or incorrect product or when another remedy is required by applicable law.

The following products are final sale:

Gift cards
Custom, personalized, monogrammed or made-to-order products
Clearance merchandise and products clearly marked “Final Sale”
Intimate apparel, including underwear and lingerie
Bodysuits and other hygiene-sensitive garments
Swimwear with a removed, damaged or disturbed hygiene liner or protective seal
Pierced earrings and other pierced-body jewelry
Opened or used cosmetics, beauty products, personal-care products and hygiene products
Free gifts, promotional gifts, contest prizes and giveaway items

Final-sale status will be identified on the product page, in the cart or during checkout. That designation is part of the purchase terms and controls over the general return provisions of this policy.

Final-sale merchandise cannot be returned because of:

Incorrect size or fit
Color or style preference
Change of mind
Buyer’s remorse
Failure to review product information
Failure to arrive before a personal event or occasion
Minor differences caused by lighting, photography or screen settings

Discounted merchandise is not automatically final sale unless it is specifically identified as “Final Sale” or “Clearance.”

Final-sale merchandise returned without prior written authorization will be refused and will not qualify for any refund, exchange or store credit.

Damaged, Defective, Incorrect or Missing Items

A damaged, defective, incorrect or missing item must be reported within 10 calendar days of delivery.

The request must include clear photographs of:

The affected product
The reported damage or defect
The shipping package
The shipping label
Product tags, labels or identifying information

Customers must retain the item and all original packaging until the claim has been resolved. Do not discard, alter, wash, wear or return the merchandise unless instructed to do so.

After reviewing the claim, Tru’s Boutique may provide an appropriate resolution, including:

A replacement of the same item
A comparable replacement
Store credit
A refund to the original payment method
Another remedy required by applicable law

Minor variations in color, texture, measurements, stitching, pattern placement or appearance are not automatically considered defects. Tru’s Boutique will determine whether a reported issue qualifies as a material defect after reviewing the submitted information.

Refund and Store-Credit Options

After an eligible return is received and inspected, Tru’s Boutique will notify the customer whether the return has been approved or denied.

An approved return may be resolved through either:

A refund to the original payment method; or
Store credit issued by Tru’s Boutique.

The applicable resolution will be stated in the return authorization or approval notice. Tru’s Boutique may determine the appropriate resolution based on the product, reason for return, condition of the merchandise and circumstances of the order.

When applicable law requires a monetary refund, the refund will be issued to the original payment method.

Refunds cannot be issued to a different card, bank account or payment method.

Refund Processing

Approved refunds will generally be initiated within seven business days after the returned merchandise has been received, inspected and approved.

Banks, credit-card issuers and payment providers may require additional time to post the refund. Tru’s Boutique does not control financial-institution processing times.

Approved store credit will be issued electronically to the email address associated with the order.

Return Shipping

For standard returns involving size, fit, color, style or personal preference, the customer is responsible for all return-shipping costs.

If Tru’s Boutique confirms that an item was materially damaged, defective or incorrectly shipped, return instructions and a prepaid return label may be provided when appropriate.

Customers must use a trackable shipping method. Tru’s Boutique is not responsible for returned packages that are lost, delayed, damaged, misdirected or delivered without verifiable tracking.

Packages sent cash on delivery will not be accepted.

Shipping and Handling Charges

Original shipping, handling, expedited-shipping and package-protection charges are generally nonrefundable for standard returns.

If Tru’s Boutique cancels an order because it cannot be fulfilled or shipped, the customer will receive a refund to the original payment method, including any additional amounts required by applicable law.

Exchanges

Tru’s Boutique does not offer direct exchanges.

If a different size, color or product is desired, the customer may return an eligible item under this policy and place a new order. Product availability and promotional pricing are not guaranteed.

Order Cancellations and Changes

Orders begin processing shortly after they are placed. Requests to cancel or change an order are not guaranteed once processing has begun.

This includes requests to change:

Shipping address
Product
Size
Color
Quantity
Payment method

Contact contactus@truboutique.us as soon as possible if a change is needed.

If Tru’s Boutique cannot fulfill an order, the customer will be notified and refunded to the original payment method as required by applicable law.

Refused and Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address.

Packages returned because of an incorrect address, refusal, failed delivery attempt, failure to collect the package or another customer-related delivery issue are not automatically eligible for a refund.

After the merchandise is returned and inspected, Tru’s Boutique may offer reshipment, store credit or an eligible refund. Original shipping expenses, return-shipping charges and additional reshipment costs may be deducted where permitted by law.

Packages Marked Delivered

A package marked delivered by the carrier is considered delivered unless the carrier confirms a loss or delivery error.

Customers should first check with household members, neighbors, apartment offices, mailrooms and the shipping carrier. Tru’s Boutique will assist with available carrier information, but a delivered tracking status does not automatically qualify an order for replacement, refund or store credit.