Refund policy
Refund & Returns Policy
At Truly Made, we want you to be happy with your purchase. If there is a problem with your order, please contact us and we will do our best to resolve it.
Change of mind
For standard, non-personalised products purchased online, you may have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.
If you wish to cancel under these rights, please contact us within 14 days of receiving your order. You will then have a further 14 days to return the goods.
Returned goods should be in an appropriate condition, with only the level of handling reasonably necessary to establish their nature, characteristics and functionality.
Unless the item is faulty, damaged, not as described or otherwise covered by your statutory rights, you are responsible for the cost of returning an unwanted item.
Where a refund is due following a valid cancellation, we will refund the standard delivery cost originally paid. We are not required to refund any additional cost where you chose a more expensive delivery option.
Refunds will normally be made using the original payment method.
Personalised and custom-made products
Many of our products are personalised or made specifically to a customer’s requirements.
Where an item has been made to your specifications or is clearly personalised, the statutory 14-day change-of-mind cancellation right does not normally apply.
This may include products that have been personalised with a name, wording, image, colour combination or other details specifically requested by you.
For this reason, please check your order details carefully before placing an order.
This does not affect your statutory rights if a personalised or custom-made product is faulty, damaged, not as described or otherwise does not meet the requirements of applicable consumer law.
Faulty, damaged or incorrect items
If your item arrives damaged, is faulty, is incorrect or does not match the description provided, please contact us as soon as possible.
Please provide your order number and, where appropriate, photographs of the item and packaging so that we can investigate the issue.
Your statutory consumer rights are not affected by this policy.
Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.
Goods supplied to consumers must be of satisfactory quality, fit for purpose and as described. We cannot exclude or restrict these statutory rights.
Incorrect or incomplete order information
If an order is personalised, please check all names, spellings, dates, colours, sizes and other information carefully before completing your purchase.
Where a product has been made according to information supplied by the customer, we may not be able to offer a refund or replacement simply because the information supplied by the customer was incorrect.
If you believe we have made the item incorrectly compared with the information provided in your order, please contact us so we can investigate.
Returns
If you need to return an item, please contact us before sending it back so that we can provide the appropriate return instructions.
Items should be returned securely packaged to prevent damage during transit.
Where you are returning an item because you have changed your mind and the statutory cancellation right applies, you are normally responsible for the cost of returning the item.
Where an item is faulty, damaged, incorrect or otherwise does not meet your statutory rights, we will deal with the return and any associated costs in accordance with applicable law.
Refunds
Where a refund is agreed or required, we will process it using the original payment method unless another arrangement has been agreed with you.
For cancellations under the statutory distance-selling rules, refunds will be made within the period required by law.
We may wait until the goods have been returned, or until you provide evidence that they have been sent back, before issuing the refund where permitted by law.
Exchanges
We may offer an exchange where appropriate, but an exchange does not replace any statutory rights you may have to a repair, replacement, price reduction or refund.
Personalised or custom-made products may not be eligible for an exchange where the issue is simply a change of mind.
Delivery problems
If your order does not arrive, arrives damaged or appears to have been lost in transit, please contact us as soon as possible.
We will work with the delivery provider to investigate the issue and, where we are responsible under applicable law, provide an appropriate resolution.
Contact us
If you have any questions about returns, refunds or an order that has gone wrong, please contact us:
Truly Made
Email: trulymadeinfo@gmail.com
Address: 10 Woodgreen Avenue, Havant, PO9 3EB, United Kingdom
Nothing in this policy affects your statutory rights as a consumer.