If for any reason you are not satisfied with your order, please contact us. At truft, we strive to ensure that our customers are 100% satisfied with the product they have purchased from our suppliers. If you have any problems with the delivery or product and are frustrated, please contact us and our team will help you immediately.
How can I return all or part of my order?
You have 14 days to return your product. After that, you still have 14 days to return the package. Please note that we will refund you the full amount of your order within 5 business days of receiving the product. We cannot refund you for the cost of returning the product.
ANY RETURN MADE WITHOUT FIRST CONTACTING OUR CUSTOMER SERVICE TEAM WILL BE REFUSED AND CONSIDERED LOST. WE WILL NOT ISSUE A REFUND IF YOU SEND THE ITEM TO AN ADDRESS WE HAVE NOT PROVIDED.
Ask customer service for the return address! Shipping to an address other than the one provided by customer service will not result in a refund. The return address may vary depending on the product
Please note that sometimes the package needs to be sent to a different address. So do not send it to betuwehaven 8 without contacting us, as you may not receive a refund.
Unfortunately, products that meet one or more of the following points cannot be returned:
a. For sealed products. Once the seal is broken, these products cannot be returned.
b. that have been manufactured by the entrepreneur according to the consumer's specifications (custom-made);
c. that are clearly personal in nature;
Cancellation of orders
Cancellation of the order is possible only 5 minutes after placing the order. The processing of our orders ends after 5 minutes, after which cancellation is not possible.
If you wish to cancel your order, please contact support@truftshop.com 5 minutes after placing the order.
Damaged products on arrival
This is a shame! Unfortunately, your product may be damaged in transit. If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. After that, unfortunately, the return period expires.
In order to find the fastest solution, please send us an email with a photo showing the damaged part of the product. The best pictures are taken on a flat surface where you can clearly see the label and the defect. We will use this information to help you with your order and avoid mistakes in the future.
For defective items, we will always ship a new package for free the first time and unfortunately cannot refund the money. Is it defective the second time? Then we will refund you the full purchase price.
If you have any questions about damaged goods upon arrival, please contact us at support@truftshop.com
Product defects or faults after use
What a nuisance! Unfortunately, there may be a production defect after some time. This must be a genuine defect. In other words, the part is broken and no longer meets the standard specified by the manufacturer. Wear parts are excluded from production errors or defects. Wear parts include the following
-driving belt
-Batteries
-Brake pads and discs, brake linings, brake drums,
-chains, bulbs, sprockets, tires and hoses.
-Movable parts in the broadest sense
If you have any questions about manufacturing defects or defects after use, please contact us at support@truftshop.com
Delivery of incorrect products
We make every effort to process all orders correctly. Unfortunately, orders may go wrong and we may deliver the wrong product. We will of course resolve the issue and send you the correct order free of charge.
If you have any questions about receiving the wrong product, please contact us at support@truftshop.com.
Frequently asked questions about our return policy
If you are still not sure, here are some frequently asked questions about our return policy:
1.What is the return period?
You can return a product within 14 days after receiving your order.
2. how long will it take to get my money back?
A full refund will be issued to the original payment method once we have received, inspected and confirmed that the products have not been opened. All customers must contact us after returning the package and provide us with tracking information so we can process the refund.
Please note that most financial institutions take an average of 3-5 business days to process the refund.
Generally, products cannot be returned if any of the following conditions are met:
-the buyer has repaired and/or altered the delivered products themselves or had them repaired and/or altered by a third party;
-the delivered products have been exposed to abnormal conditions or have been handled carelessly or contrary to the instructions of the intermediary and/or have been handled on the packaging
-the defect is due, in whole or in part, to official regulations concerning the nature or characteristics of the materials used
4. Do I have to pay for my return?
Yes, all customers are responsible for the cost of return shipping. We recommend that you ship your return with Track & Trace as we cannot accept responsibility for lost returns.
5. Can I return my product without contacting you?
No. You must contact us before returning the product, as the return address may be different from the original address on your order.
6. how can i contact you?
You can contact us by email at support@truftshop.com The truft team works seven days a week. We always guarantee a response within 3 to 5 business days and will be happy to help you!
7. my order is damaged, what should I do?
If you want a faster resolution, please attach a picture showing the poor quality or damaged part of the item. The best pictures are taken on a flat surface where you can clearly see the label and the defect. We will use this information to help you with your order and avoid mistakes in the future.