Refund policy
This Return & Refund Policy applies to all orders placed on truearthhome.it.com, shipping to the United States and Canada. Please read the following terms carefully before placing your order.
1. Return Eligibility & Time Window
We accept returns and exchanges within 30 calendar days from the date of order delivery. To qualify for a return, products must be unused, unopened, undamaged, with all original packaging, labels, seals, and accessories intact. Used, opened, or altered products will not be eligible for refund or exchange.
2. Returnable & Non-Returnable Items
Eligible Returns: Unopened beauty products, hair care products, salon accessories, and unused retail merchandise purchased from our store.
Non-Returnable Items (Final Sale):
- Opened, tested products
- Discounted clearance items, flash sale products, and promotional bundle items (marked final sale)
- Gift cards, digital products, and customized items
3. Return Shipping & Fee Policy
Customer-initiated returns: Return shipping fees are the responsibility of the customer. Original shipping fees paid during checkout are non-refundable.
Our error & defective items: If you receive incorrect items, missing items, or factory defective products, we will cover the return shipping cost and provide a full refund or free exchange.
Canada Return Note: All return customs duties, import taxes, and brokerage fees for Canadian orders are borne by the customer. We do not cover any cross-border customs fees for returns.
4. Return Application Process
Please do not return items without authorization. To start a return or exchange:
- Contact our support team at [email protected] within 30 days of delivery
- Provide your order number, item name, and return reason
- Wait for our official Return Merchandise Authorization (RMA) confirmation
- Ship the package following our return instructions and send the tracking number to our tea
5. Inspection & Refund Processing
Once we receive and inspect your returned items and confirm the condition meets our return standards, we will approve your refund within 3–5 business days. The refund will be issued to your original payment method.
Please note that the final arrival time of the refund depends on your bank or credit card issuer’s processing cycle, which may take an additional 5–10 business days.
6. Holiday & Peak Season Exception
During Black Friday, Cyber Week, and major holiday peak seasons, return processing may be delayed slightly due to high order volume. Our team will process all valid return requests in chronological order as quickly as possible.
8. Contact Support
For any questions about return, exchange, or refund, please contact us at:[email protected]