Refund policy

We offer free returns. You have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to start a return or exchange

  1. Log in to your customer account at trueons.com
  2. Submit a return request at the customer portal.
  3. If your request is within our return window and approved, we will email you a prepaid return shipping label and step-by-step instructions.
  4. Print the label, attach it securely to your package, and drop it off with the carrier listed on the label.
  5. Please note: Returns sent without prior approval and our provided label cannot be accepted.

Return Address

Mäntsälä Warehouse, Koivulantie 121, 04660 Numminen, Finland

Return Costs

We offer free returns. The prepaid shipping label is fully covered by us. If your item is defective, damaged, or incorrect, we will also cover all associated return costs.

Refunds

We will notify you once we have received and inspected your return. If approved, we will issue your refund within 14 days of receiving the returned goods, using your original payment method. Please note: it may take additional time for your bank or credit card provider to process the refund. If more than 15 business days have passed since your refund was approved, please contact us at shop@trueons.com

Damages and Issues

Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Exchanges

The fastest way to get what you want is to return your item and place a new order once your return is accepted.

European Union 14-day cooling-off period: If your order is shipped into the EU, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be returned in its original condition as described above.

Uncollected / Unclaimed Orders

If a shipment is not collected by the customer, refused upon delivery, or returned to us due to incorrect address details provided by the customer, the order will be treated as a return.

In such cases, a handling and logistics fee of AUD 18.90 (or the equivalent amount in the customer’s local currency at the time of processing) will be deducted from the refund to cover shipping and return handling costs.

This fee does not apply if the delivery failure was caused by an error on our part or by the carrier.