Refund policy

At TRUE, we value customer satisfaction and stand behind the quality of our hygiene products. In the rare event that you receive a leaking or defective item, we are happy to offer a return or refund under the following conditions:

Eligibility for Return/Refund:

  1. Leaking or Defective Product: If the product you receive is leaking, damaged, or defective due to manufacturing or transit, it will be eligible for a return or refund.
  2. Unopened Items: For hygiene reasons, we can only accept returns of unopened and unused products, unless the product is leaking or defective.

Process:

  1. Video Proof: To process a return or refund for leaking or defective items, we require a video of the unboxing. The video must clearly show:
    • The unopened package.
    • The unboxing process.
    • The condition of the product, including the leak or defect.
  2. Timeframe: The video should be submitted within 7 days of receiving the product.
  3. Submission: Send the video proof, along with your order number and a brief description of the issue, to our customer service team at [email/contact form].
  4. Return Authorization: Upon review, we will provide instructions for the return process if applicable. In most cases, the item does not need to be returned for a refund.

Refunds:

  • Once we confirm the issue, we will process your refund within 7-10 business days.
  • Refunds will be issued to your original payment method or as store credit, depending on your preference.

Exclusions:

  • This policy applies only to products purchased directly from true.com.ph. We are not responsible for products purchased from third-party retailers.
  • Requests outside the 7-day period or without valid video proof may not be eligible for a refund.