Refund policy
TRUZY Return & Refund Policy
Effective Date: August 18, 2026
At TRUZY, most products are created through a print-on-demand production process. This means your item is produced specifically for you after your order is placed. Because we do not carry traditional inventory for most products, we generally cannot accept returns or exchanges for buyer’s remorse, incorrect sizing, or changes of mind.
Please review product descriptions, color options, and size charts carefully before completing your purchase.
Final-Sale Items
Unless an item arrives damaged, defective, misprinted, or materially different from what was ordered, the following purchases are considered final sale:
- Print-on-demand products
- Made-to-order or customized products
- Personalized products
- Limited-edition releases
- Clearance or marked-down merchandise
- Digital products and downloadable content
- Gift cards
- Items marked “Final Sale” on the product page
We do not accept returns or exchanges because a customer:
- Ordered the wrong size, color, style, or quantity
- Changed their mind after ordering
- No longer wants or needs the product
- Expected a different fit despite receiving the size ordered
- Entered an incorrect or incomplete shipping address
- Failed to collect or accept a delivered package
- Experienced minor color variations caused by differences between screens, materials, printing methods, or production batches
These rules do not limit any rights that cannot legally be waived.
Damaged, Defective, Misprinted, or Incorrect Items
If your order arrives damaged, defective, misprinted, or materially different from what you ordered, contact TRUZY within 14 calendar days of delivery.
Your claim must include:
- Your full name
- Your order number
- A description of the problem
- Clear photographs of the entire item
- Close-up photographs showing the defect or damage
- A photograph of the shipping label and packaging, when applicable
Do not discard the product or its packaging until your claim has been reviewed.
Once the issue is verified, TRUZY may, at its discretion and as permitted by law:
- Replace the affected item at no additional cost
- Issue store credit
- Issue a partial refund
- Issue a full refund to the original payment method
A return may not be required when photographic evidence is sufficient. If a return is required, TRUZY will provide instructions and, when appropriate, a prepaid return label. Items returned without prior authorization may be refused.
Size and Fit
Customers are responsible for selecting the correct size before purchasing. Product measurements and sizing may vary between garment styles and manufacturers.
Receiving the size that was ordered does not qualify as a production defect, even if the item does not fit as expected. We do not offer complimentary returns, refunds, or exchanges for sizing mistakes on print-on-demand products.
If TRUZY sends a size different from the size shown on your order confirmation, contact us within 14 calendar days of delivery.
Order Changes and Cancellations
Print-on-demand orders may enter production shortly after they are submitted. Contact us immediately if you need to request a change or cancellation.
We will attempt to accommodate your request, but we cannot guarantee that an order can be changed or canceled once it has entered production. Orders already in production or already shipped cannot normally be canceled or refunded.
Submitting a cancellation request does not mean the order has been canceled. A cancellation is confirmed only when TRUZY provides written confirmation.
Shipping Delays
Production and delivery estimates are estimates rather than guaranteed arrival dates unless expressly stated otherwise.
If we cannot ship your order within the time stated at checkout—or, when no shipping time was provided, within the period required by applicable law—we will provide any notice, cancellation option, or refund required by law.
TRUZY is not responsible for delays caused by carriers, weather, customs, holidays, labor disruptions, incorrect addresses, or circumstances outside our reasonable control. However, we will make reasonable efforts to help investigate qualifying shipment issues.
Lost Packages
If tracking does not show your package as delivered and the estimated delivery window has passed, contact us as soon as possible.
We may ask you to:
- Confirm your shipping address
- Check with household members, neighbors, or building management
- Contact the shipping carrier
- Allow additional time for a delayed tracking update
- Complete a carrier claim or missing-package statement
After reviewing the circumstances, TRUZY may approve a replacement or refund when appropriate.
Packages Marked Delivered
TRUZY is not automatically responsible for packages that a carrier confirms were delivered to the address provided by the customer.
If tracking shows “Delivered” but you cannot locate the package, contact the carrier and notify TRUZY promptly. We will make reasonable efforts to assist, but a replacement or refund is not guaranteed when delivery has been confirmed.
Customers are responsible for providing a safe and accurate delivery location. TRUZY is not responsible for theft occurring after confirmed delivery.
Incorrect or Incomplete Addresses
Customers are responsible for entering a complete and accurate shipping address.
If an order is returned, lost, or undeliverable because the customer submitted an incorrect or incomplete address, the customer may be responsible for any additional production and shipping costs required to resend the order.
Shipping charges are not refundable when delivery fails because of customer-provided address information.
Returned-to-Sender and Unclaimed Packages
If a package is returned because it was refused, unclaimed, or not collected from the carrier, contact TRUZY for assistance.
Because print-on-demand products are made specifically for each order, returned-to-sender or unclaimed merchandise does not automatically qualify for a refund. Reshipping fees may apply.
Unauthorized Returns
Do not mail an item back to the address shown on its shipping label. Print-on-demand orders may be produced and shipped by third-party fulfillment facilities that are not equipped to process customer returns.
You must contact TRUZY and receive return authorization and instructions before sending anything back. TRUZY is not responsible for merchandise sent to an unauthorized address.
Return Conditions
When TRUZY authorizes a return, the item must generally be:
- Unworn, unused, and unwashed
- Free from odors, stains, hair, or damage
- In its original condition
- Returned with its original packaging and tags, when applicable
- Shipped within the timeframe stated in the return authorization
TRUZY may deny a return or reduce a refund if an item is returned used, altered, damaged, incomplete, or outside the authorized return period.
Return Shipping Costs
When a verified defect, production error, or incorrect shipment is TRUZY’s responsibility, TRUZY will cover approved return or replacement shipping costs.
When a return is accepted for another reason, the customer may be responsible for return shipping. Original shipping charges are nonrefundable unless required by law or the return results from a verified TRUZY or fulfillment error.
TRUZY is not responsible for unauthorized returns or return packages lost in transit.
Refund Processing
Approved refunds will normally be issued to the original payment method. Please allow 5–10 business days after refund approval for the credit to appear, depending on your financial institution.
Original shipping charges, expedited shipping fees, customs duties, taxes, and similar charges are nonrefundable unless required by law or the refund results from a verified error by TRUZY.
If your original payment method is no longer available, contact us so we can determine whether another legally permitted resolution is available.
International Orders
International customers are responsible for applicable customs duties, import taxes, brokerage fees, and local charges unless otherwise stated at checkout.
TRUZY does not issue refunds because a customer declines to pay customs charges or fails to collect an international shipment. If the package is returned, any approved refund may be reduced by shipping, customs, return, or processing costs, to the extent permitted by law.
Digital Products
Digital products, downloadable files, and electronically delivered content are nonreturnable and nonrefundable once access or delivery has been provided, except where required by law.
If you experience a technical problem accessing a digital purchase, contact us for assistance.
Abuse and Fraud Prevention
TRUZY reserves the right to deny claims involving suspected fraud, altered evidence, repeated policy abuse, chargeback misuse, or damage caused after delivery.
This does not affect any non-waivable rights available under applicable consumer-protection law.
Contact Us
To request assistance with an order, use the contact form at:
Include your order number and all required photographs when reporting a damaged, defective, incorrect, or misprinted item.
Please contact us before returning any merchandise.
Policy Updates
TRUZY may update this Return & Refund Policy from time to time. The version in effect when an order is placed will generally apply to that purchase, except where a change is required by law.
