Order cancellation
All orders can be canceled until they are processed and shipped. Once the packaging and shipping process has started, it can no longer be canceled.
Refunds
Your satisfaction is our #1 priority. We want you to shop with confidence. That’s why we proudly offer an absolute satisfaction guarantees that ensure you’ll receive your item on time and as described.
Our highest priority is to make you happy, so everyone who shops on surelytruly.com receives the following guarantees:
- Refund if the item is not as described or damaged;
- Refund minus the shipping cost if you did not want the product you received. You must return the item at his expense to our warehouse and the item must be unused.
Refunds are not available under the following circumstances:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances beyond our control (e.g. not cleared by customs, delayed by a natural disaster).
All our products are backed with 60-day money back guarantee. Just send us a message on Contact Us page or contact us at support@surelytruly.com and we will refund the purchase price.
How do refunds, returns, and exchanges work?
- In case you receive a damaged or incorrect product, you are required to submit photo evidence within 14 days of receiving the item. If the claim is approved, a refund will be issued.
- If the product packaging is damaged but the product itself is intact, you must submit a claim to the shipping carrier directly.
- Missing order: In case a package is delivered (based on tracking number update) but you claim that you did not receive the item, you must submit a claim to the shipping carrier directly. As a retailer, your orders will be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.
If you experienced any of the above scenarios, you must report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.
How do I request a refund, return, or exchange?
Handling returns is an essential part of running a business. We are here to help! We have put together the following steps to make this process easier:
- In the event of a refund, return, or exchange request from you, contact our Customer Support team via email at support@surelytruly.com and include the evidence if required.
- After we have approved the order refund, return, or exchange, the product must be returned to our address.
- You must return the product and provide a tracking number.
- Once the tracking number has been provided (or once we have received the returned product), a replacement product will be shipped or a refund minus the shipping cost will be credited back to the card or original method of payment on file.
- In order for us to ship a replacement product or process a refund for damaged or incorrect product we require a tracking number for the item returned.
If you have any further questions, please don’t hesitate to send us a message on contact us page or contact us at support@surelytruly.com .
