Refund Policy
Refund Policy
Last Updated: 14/07/2024
At Trully, we strive to ensure your complete satisfaction with our products. This Refund Policy is designed in compliance with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
- Cooling-off Period
1.1 As per Section 44 of the ECTA, you have the right to cancel your order without reason within 7 (seven) days after the date of receipt of the goods.
1.2 To exercise this right, you must notify us in writing of your decision to cancel within this 7-day period.
1.3 You will be responsible for the cost of returning the product to us, unless the product is defective.
- Returns Process
2.1 To initiate a return, please contact our customer service team at [Your Customer Service Email] within the 7-day cooling-off period.
2.2 Products must be returned in their original packaging, unused, and in a resalable condition.
2.3 For hygiene reasons, we cannot accept returns on certain beauty products if the seal has been broken or the product has been used, unless the product is defective.
- Refunds
3.1 Once we receive and inspect the returned item, we will process your refund.
3.2 Refunds will be issued to the original payment method used for the purchase.
3.3 The refund will include the purchase price of the product and any standard delivery charges you paid, as per Section 44(3) of the ECTA.
3.4 Refunds will be processed within 30 days of receiving the returned product, as stipulated in Section 44(4) of the ECTA.
- Defective Products
4.1 In accordance with Section 56 of the CPA, you have the right to return defective or unsafe goods within 6 months of delivery.
4.2 For defective products, you may choose between a refund, replacement, or repair at no cost to you.
4.3 If a product failure occurs within 6 months and we repair it, but the failure recurs or a new failure appears, you may choose between a full refund or replacement.
- Change of Mind
5.1 While we offer the 7-day cooling-off period, we also extend a 30-day change-of-mind policy for most products.
5.2 Products returned due to change of mind must be unused, in their original packaging, and in a resalable condition.
5.3 You will be responsible for the return shipping costs for change-of-mind returns.
- Gift Returns
6.1 If you received an item as a gift, you may return it for store credit or exchange.
6.2 The gift receipt or order number is required for all gift returns.
- Sale Items
7.1 Sale items are eligible for refunds within the 7-day cooling-off period.
7.2 After the cooling-off period, sale items may only be eligible for exchange or store credit, unless defective.
- Exceptions
8.1 Custom-made or personalized items cannot be returned unless defective.
8.2 Intimate apparel and swimwear cannot be returned if the hygiene seal has been removed or broken.
8.3 Cosmetics and fragrances cannot be returned if opened or used, unless defective.
- Our Commitment
We are committed to fair and transparent practices. If you're unsatisfied with your purchase for any reason, please contact our customer service team, and we will do our best to resolve the issue.
- Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to the Site.
- Contact Us
If you have any questions about our Refund Policy, please contact us at:
Trully Email: [Your Customer Service Email] Phone: [Your Customer Service Phone Number]