RETURNS POLICY

If you are not satisfied with your purchase, you may return it within 30 days from the date of receipt.

Return Conditions

The product must be returned in its original condition, together with all components, packaging, and accessories.
Normal signs of use are not recognized as grounds for a return.
A product is considered defective only if it was damaged at the time of delivery.
The customer is responsible for receiving delivered parcels.
A refund will be processed within 7 days from the moment the returned product is received and verified.
We reserve the right to reject a return if the product shows signs of use or has been damaged.

How to Start a Return

To ensure smooth processing, customers must contact us first before returning a product. This allows us to provide the correct address of our logistics center and notify them of the incoming return.

To initiate a return, please email support@true-gents.com with the following details:

Order number
Full name
Delivery address
Reason for return (e.g., too small / too large)

After receiving your request, we will send further instructions, including a return form and the correct return address.

🚨 Do not send the product back before receiving our confirmation. Returns made without prior approval may not be processed.

The customer covers the return shipping costs and must provide the tracking number. The return address is our fulfillment center in Zhejiang.

OUR LOST PARCEL POLICY

If your parcel is lost, we will do our best to resolve the issue quickly:

Verification – Check the shipment status with the carrier to confirm it is lost.
Replacement – Once the loss is confirmed, we will send a replacement product at our expense.
Communication – Our customer service team will keep you informed throughout.
Return Option – If the original parcel is found after a replacement has been sent, you may return one of the products and receive a full refund.

RIGHT OF WITHDRAWAL & CANCELLATION TERMS

Customers have the right to withdraw from the purchase within 14 days of receiving the product.

An order can always be canceled within 24 hours of being placed.
Because we operate an automated logistics system, orders are processed immediately after confirmation. This means cancellation is not possible if the shipment has already been dispatched.
If the order is already in transit, please wait for delivery and then proceed with a return.
Please note that the cost of return shipping to our logistics center in Asia is borne by the customer. After we receive the return, we will issue a full refund.
To exercise the right of withdrawal, please contact us by email and we will guide you through the entire return process.

REFUND PROCESS

After receiving the returned product, we will refund the full amount, including standard shipping costs (excluding fees for express shipping or alternative delivery methods), within 3 business days.
The refund will be made using the same payment method used for the purchase, unless we agree otherwise.
Please note that the cost of return shipping to our logistics center in Asia is borne by the customer. After we receive the return, we will issue a full refund.

Note: We do not have a physical office in USA/UK. Orders are fulfilled directly from Asia. If you wish to make a return, the product must be sent to our overseas warehouse — at your own expense.