Refund policy
Eligibility for Returns
To be eligible for a return, your item must be in the same condition as you received it — unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
How to Initiate a Return
Please contact us at support@truezenbeads.com before sending any item back. We will provide:
- Instructions on how and where to send your return
- A return shipping label if the return is approved
Items sent back without prior approval may not be accepted.
Return Shipping Costs
- Customers are generally responsible for return shipping costs unless the item is defective, damaged, or incorrectly sent.
- Return shipping times and costs may vary depending on your location.
Damages or Incorrect Items
Please inspect your order upon receipt. If you receive a defective, damaged, or incorrect item, contact us within 7 days so that we can evaluate the issue and make it right.
Non-Returnable Items
- Sale items and gift cards are non-returnable.
- Other exclusions: customized products or personalized items (specific orders made to customer specifications).
Exchanges
The fastest way to get the item you want is to return the original item for a refund and place a separate order for the new item.
Refunds
Once your return is received and inspected, we will notify you of the approval status. If approved, your refund will be processed automatically to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card company to post the refund.
If more than 15 business days have passed since approval, contact us at support@truezenbeads.com.