Refund policy

Refund Policy 

Our policy lasts 7 days for refunds. If 7 days have passed since your purchase, we unfortunately can’t offer you a refund. However, we are happy to offer you a store credit for up to 14 days from the date of purchase.

As a thank you, if you choose store credit instead of a refund, you’ll receive an extra 10% of the original sale price. This bonus is only available once per original transaction and does not apply to purchases made using store credit. Sale items are excluded from this offer.

To be eligible for a return or store credit, your item must be unused, in its original condition, and returned in the original packaging. Items purchased using store credit are considered final sale.

A receipt or proof of purchase is required to complete your return.
Please do not send your purchase back to the manufacturer.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 7 working days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at truly@xtra.co.nz.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at truly@xtra.co.nz and send your item to:
Truly, 60 Gladstone Road, Gisborne, 4010, New Zealand.

Shipping
To return your product, you should mail your product to:
Truly, 60 Gladstone Road, Gisborne, 4010, New Zealand.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.