Introduction Our goal is to provide a clear, fair, and transparent return policy. We encourage you to read it carefully before making a purchase. By completing an order on our website, you acknowledge and agree to the terms outlined below.
1. Order Cancellation Policy Customers may request to cancel an order within 24 hours from the time of purchase.
How to Request: Please email truepuplabs@gmail.com immediately with the subject line "ORDER CANCELLATION REQUEST - [Your Order Number]".
Condition: A cancellation request is not guaranteed. If your order has already been processed for shipment, it cannot be canceled. If approved before processing, a full refund will be issued.
2. General Returns (for Unwanted Items) We accept returns of unwanted items only under the following strict conditions:
Return Window: A return must be initiated within 30 calendar days of the carrier-marked delivery date.
Item Condition: The item must be in perfect, resalable condition—unopened, unused, in its original factory-sealed packaging, with all tags and labels intact.
Costs:
The customer is responsible for all return shipping costs.
Original shipping fees are non-refundable.
A processing and restocking fee of up to 20% will be deducted from the refund. This fee covers the costs associated with processing, inspecting, and restocking the return.
3. Damaged, Defective, or Incorrect Items Please inspect your order upon arrival. The process for reporting issues depends on the nature of the problem:
(A) For Items Damaged in Shipping or Incorrect Items Received: You must report these issues to us within 3 business days of delivery. This allows us to promptly file a claim with the carrier.
(B) For Suspected Product Defects: For functional or latent defects that are not apparent upon initial inspection, you must report the issue within a reasonable period of 30 calendar days from the date of delivery.
How to File a Claim for Damaged, Defective, or Incorrect Items: Email truepuplabs@gmail.com with your order number, a description of the issue, and clear photographic or video evidence. If the claim is validated, we will, at our discretion, provide a replacement or a full refund, including reasonable return shipping costs for the defective item.
4. Non-Returnable Items The following items are final sale and are not eligible for our general (unwanted item) return policy:
Items marked as "Sale" or "Clearance."
Gift cards.
Perishable goods, custom products, and personal hygiene items.
Note: This exclusion does not affect your statutory rights regarding items that are defective upon receipt.
5. Return & Refund Process
Authorization: To initiate any return, you must first contact truepuplabs@gmail.com to obtain a Return Merchandise Authorization (RMA) number. Unauthorized returns will be rejected.
Shipping: Once you have an RMA, you are responsible for shipping the item back to us.
Inspection & Refund: Upon receipt, we will inspect the item. If it meets the return criteria, a refund (minus any applicable deductions) will be processed to your original payment method within 10 business days.
6. Consumer Rights & Statutory Warranties This policy is not intended to limit or modify any non-excludable, implied warranties or other statutory consumer rights you may have under federal or state law, including the warranty of merchantability and fitness for a particular purpose.
7. Governing Law This policy and all transactions shall be governed by the laws of the State of South Carolina and the applicable federal laws of the United States of America.