Refund policy

REFUND & RETURN POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

How to Request a Return

To start a return, contact us at info@trueessentials.co.uk. Please note that returns must be sent to the following address:

9 Brooke House, Kingsley Walk, Cambridgeshire, CB5 8TJ

If your return is accepted, we’ll provide you with a return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Return Eligibility

To be eligible for a return, items must be:

  • In the same condition as received
  • Unopened and in original packaging
  • Accompanied by a receipt or proof of purchase

Damages & Issues

Please inspect your order upon arrival. If an item is damaged, defective, or incorrect, contact us immediately so we can resolve the issue.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (e.g., food, flowers, plants)
  • Custom or personalized products
  • Personal care items (e.g., beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards

If you have questions about a specific item’s return eligibility, contact info@trueessentials.co.uk.

Exchanges

If you wish to exchange an item, return it for a refund and place a new order.

European Union 14-Day Cooling-Off Period

For EU customers, you have the right to cancel or return your order within 14 days of receipt, for any reason. Items must be in their original condition and packaging with proof of purchase.

Refunds

Once we receive and inspect your return, we’ll notify you if the refund is approved. If approved, the refund will be processed to your original payment method within 10 business days.

Note: It may take additional time for your bank or credit card company to process and post the refund. If you haven’t received your refund within 15 business days, please contact us at info@trueessentials.co.uk.

SHIPPING POLICY

Order Processing Time

All orders are processed within 1-2 business days (Monday–Friday, excluding public holidays). Once your order has been processed, you will receive a confirmation email.

Shipping Rates & Delivery Estimates

Shipping costs are calculated at checkout based on your selected delivery method. Estimated delivery times are:

  • Standard Shipping (Tracked): 2-4 business days

Please note that delivery times are estimates and may be subject to postal delays beyond our control.

Shipping Locations

We currently only ship within the UK.

Tracking & Order Updates

Once your order has been shipped, you will receive an email with tracking details (where applicable). If you do not receive tracking information, please contact us at info@trueessentials.co.uk.

Lost or Delayed Shipments

If your order is significantly delayed or lost in transit, please reach out to us at info@trueessentials.co.uk, and we will assist in resolving the issue.