We strive to make your shopping experience on SooTruu as enjoyable as possible, and we are committed to resolving any issues you may encounter. If you have any further questions, please reach out to our Customer Support team via email, and we will be more than happy to assist you. Please review our return policy below:
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Timeframe:
Customers have fourteen (14) days from the date of purchase to initiate a return. Please contact our Customer Support team via email to initiate a return or exchange an item. If more than 14 days have passed since your purchase, we regret that we cannot offer you a refund or exchange.
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Return Shipping:
Unless there was an issue with the order or the product is defective, the customer is responsible for covering the return shipping cost. Shipping costs are non-refundable.
When your return request is processed, we will send you the return shipping address for you to ship your purchase back to us. Please do not send your purchase back to the manufacturer.
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How to initiate a return request:
To initiate a return request, simply contact us via Contact Us page or email. Please send us a quick message with your contact details, order number, proof of purchase, and return reason to get the ball rolling. We will review the details and process the return request as quickly as possible.
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Eligibility:
To be eligible for a return, the item must be unused and in the same condition as when you received it. It should be in its original packaging as well.
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Proof of purchase:
To process your return, we kindly request a receipt or proof of purchase. Please provide the order number, full name and shipping address when you contact us.
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Refunds:
Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of our decision of your refund.
If approved, your refund will be processed and a credit will be applied to your original method of payment within 14 calendar days.
Expedited shipping cost is not refundable. If you paid for expedited shipping during checkout, the shipping cost will be deducted when we process the refund amount.
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Sale Items:
Only regular priced items may be refunded. Sale items are final sale and cannot be refunded, unless they are faulty.
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Special conditions:
There are certain situations where only partial refunds are granted:
* Any item not in its original condition
* Any item is damaged or missing parts for reasons not due to our error
