Refund Policy

ShopTrueLove Refund, Exchange & Return Policy

At ShopTrueLove, we stand behind the quality of our products and want you to feel confident in your purchase. This policy explains how we handle requests for refunds, exchanges, returns, and cancellations.

When You’re Eligible for a Refund, Exchange, or Return

  • Damaged or defective item: If your item arrives damaged or defective, you may request a replacement or a refund (depending on the situation).
  • Order error: If we send the wrong item or your order details are incorrect due to our mistake, we’ll make it right.
  • Order cancellation:
    • Personalized items: Cancellations are only accepted within 24 hours of placing your order. If a cancellation is approved after the design review step has been completed, a $10 fee will be deducted from the refund.
    • If your order has already entered production, cancellation and refunds are not possible—even if requested within the first 24 hours.
    • Non-personalized items: If eligible, items must be sealed and unused to qualify for a return or exchange.
  • Non-delivered item due to shipping issues: If a package is returned to us because it was undeliverable (e.g., incorrect address or failed delivery attempts), we will hold it for up to 30 days. After that period, the item may be discarded. In these cases, reshipping costs are the customer’s responsibility.

How to Request a Refund, Exchange, or Return

To start a request, please contact our support team and include: your order number and a clear reason for the request (photos help a lot for damaged items). We review each request and will confirm whether it’s approved. We reserve the right to decline requests that don’t meet the conditions below.

Refunds

  • If approved, refunds are processed within 14 days of confirmation.
  • Refunds are issued to the same payment method used at checkout.
  • If a personalized order is canceled within 24 hours but the design review has already been completed, a $10 fee will be deducted from the refund.
  • No refunds will be issued for personalized orders that have already been produced, even if the request is made within the initial 24 hours.

Exchanges

Exchanges are only available for items that are sealed and unused (when applicable). To request an exchange, contact us with your order number and the reason for the exchange. If approved, we’ll send instructions.

What’s Not Covered

We cannot accept refund, exchange, or return requests for:

  • Items that have been opened, worn, or used.
  • Items damaged after delivery due to customer handling.
  • Items purchased during promotions or final sale (when explicitly marked).
  • Made-to-order or personalized products (except eligible cancellations within 24 hours, only if production hasn’t started).

Shipping Fee Policy

If a customer cancels an order already in transit or regrets the purchase after receiving it (only for eligible, sealed, unused items), original shipping fees may be deducted from the refund where applicable.

Policy Updates

We may update this policy from time to time. The latest version will always be available on our website.

This policy is intended to be compliant with applicable consumer protection laws. Where local laws provide additional rights, those rights will apply.