Refund policy
HOW DO I RETURN AN ORDER?
If you are not satisfied with your purchase and wish to return an item, please contact
Contact us by email info@thetrueurban.com, indicating the
order number and the reason for your return. Keep in mind that it counts
with a period of 14 days from the receipt of your order to make the
return, after this time, your product will not be accepted for
return.
Due to the Covid19 crisis and for security reasons, the money will not be refunded.
personal hygiene products that have been used.
We are sorry for the inconvenience.
(According to Art 44 of Law 7/1996 of January 15 on trade management
retailer modified by law 47/2002 of December 19)
If you decide to return an order, you will have to bear the shipping costs.
Shipping address: 137 Great suffolk st. Unit 4A
ATTENTION: For reasons of the Covid-19, to guarantee the safety of
our customers, it will not be possible to return used items
staff that have been used.
We appreciate your understanding and apologize for the inconvenience caused.
Our customer service team will review the return request and
will send further instructions if the return is approved.
The articles Returns must be in their original packaging, including any accessories,
manual and documentation. Returned items must be unused, in the
same conditions in which we sent them, and in their original packaging. Nope
stains, bent cards, broken seals or plastic sheets will be accepted
broken. If the condition of the product shipped back to us is not in
acceptable conditions, we reserve the right not to return it or
change it. Products that have been personalized cannot be
refunded or exchanged.
Non-returnable items include items purchased through
retailers, wrong products purchased and products damaged due to the
mishandling of customers True Urban reserves the right to deny
any returns.
WHAT DO I DO IF THE PRODUCT I RECEIVED IS DAMAGED OR INCORRECT?
Please contact our customer service team at
through the mail info@thetrueurban.com to start the return process. By
please include the following information:
- • Order number
- • Proof of purchase
- • Video or photo of the product to be returned (if applicable*)
- • Full shipping address
- • Phone number
*In the exceptional case that you receive a product with manufacturing defects,
must justify it by means of filmographic evidence to our colleagues
Customer Support.
If favorable, you can choose the following options:
a) Full refund (Code redeemable or bank transfer)
b) Shipment of new product**
**If the second product is not to your satisfaction, you may exercise your right to
Partial refund of 50% (redeemable coupon or bank transfer).
HOW LONG DOES THIS PROCESS TAKE?
Returns may take up to 14 business days to process.
from the day we receive your return. we will send you an email
email to confirm once your return has been processed.
For returned items, a full refund will be credited for the
returned products For non-defective items, refund excludes
all shipping and handling charges.1
WHEN WILL I RECEIVE MY PURCHASE VOUCHER?
All refunds will be credited with a purchase voucher of the same
amount of the order to return.
Upon receipt of your order, our quality team will review it for
make sure it is in original condition.
After this process, you will receive an email with the purchase voucher.
This voucher will last for 12 months.
HOW CAN I CHANGE OR CANCEL AN ORDER?
We allow you to modify the data of an order or cancel it within 6
hours from purchase. To do this, access our service center at
customer and create a query by providing the data we ask for. Select the
type of consultation most appropriate to your case so that our agents can
respond as quickly as possible.
Please note that after 6 hours, our products have already
been packed and ready for shipment, so we will not be able to change
the details of your order.