Refund policy

Return & Refund Policy

Thank you for shopping with TrueShape Collective. Because many of our products are made to order and personalized specifically for each customer, we do not accept returns or offer refunds except in cases where an item arrives damaged, defective, incorrect, or is confirmed lost during transit.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if:

  • Your item arrives damaged.
  • Your item is defective.
  • You receive the wrong item.

To help us evaluate the issue, we may request photographs of the product and packaging. Once reviewed, we will work with you to provide an appropriate solution, which may include a replacement or refund.

Lost Packages

If your package appears to be lost during transit, please contact us at help.juanramongaxiolarios@gmail.com.

We will investigate the shipment with the carrier and, if the package is confirmed lost, we will arrange a replacement or issue a refund.

Non-Returnable Items

We do not accept returns or exchanges for:

  • Change of mind or buyer's remorse.
  • Incorrect size, color, or product selection made by the customer.
  • Personalized or custom-made products.
  • Sale items.
  • Gift cards.
  • Perishable goods.
  • Personal care products.
  • Hazardous materials, flammable liquids, or gases.

Refunds

Refunds are only issued for items that are confirmed to be:

  • Damaged upon arrival.
  • Defective.
  • Incorrectly fulfilled.
  • Lost during transit.

If your refund is approved, it will be processed to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at help.juanramongaxiolarios@gmail.com.

Contact Us

If you have any questions regarding returns, replacements, refunds, or shipping issues, please contact us at:

help.juanramongaxiolarios@gmail.com

We are committed to providing a positive shopping experience and will do our best to resolve any issues promptly.