Gifting, Exchange & Refund Policy

At TrueMove, a gift is a physical extension of a thoughtful gesture. We work with third-party order, fulfillment, and shipping providers to deliver gifts. This policy explains when a sender is charged, when refunds happen, what recipients can change before claiming a gift, and what happens after acceptance.

1. Gift Request Stage

When a sender initiates a gift request, payment is captured immediately to secure the item. The sender may cancel the request for a full refund at any time before the recipient accepts the gift.

If the recipient declines the request or the request expires (after 30 days), the order is automatically cancelled and a full refund is issued to the sender's original payment method.

If the recipient chooses a replacement item of lower value before claiming the gift, any applicable difference collected may be refunded to the sender.

Fraud Prevention: TrueMove reserves the right to cancel transactions suspected of fraud, abuse, or violations of our Community Guidelines.

2. Gift Acceptance Stage

Once a recipient accepts a gift and confirms the item selection, the order is immediately processed with our fulfillment partners. At this stage the purchase becomes Final Sale and cannot be cancelled or refunded.

Account Deletion During Order: If an account is deleted while a gift order is pending, accepted, or in shipment, the order will continue to be processed and fulfilled according to the original transaction terms.

3. Recipient Customization

Before confirming a gift, recipients may adjust size, color, or swap the item for another product of equal or lesser value available in the catalog. Please check size charts carefully during this step. Once you confirm and claim the gift, the order is final.

4. Shipping & Delivery

After acceptance, recipients provide shipping details (Name, Address, Phone, Email) used only for delivery. These details are never shared with the sender.

  • Address Accuracy: Recipients are responsible for providing accurate shipping information when claiming a gift. TrueMove is not responsible for delivery failures caused by incorrect or incomplete addresses.
  • Timeline: Delivery timelines may vary depending on fulfillment providers and shipping carriers. Please allow an estimated 2-14 business days for your gift to arrive.
  • Tracking: We will provide a tracking number via email as soon as your gift ships.
  • Lost or Stolen Packages: If a package is lost or stolen, we will assist you in filing a carrier claim. Replacement or reshipment may depend on the carrier's investigation outcome.

5. Final Sale Policy

All accepted gifts are Final Sale. Once the recipient confirms and the order is processed, the purchase cannot be refunded or cancelled except in cases of product defects or fulfillment errors.

We do not offer returns or refunds for "buyer's remorse," preference changes, or if you simply decide you no longer want the item after claiming it.

6. Exchange Eligibility ("Make It Right")

While we do not accept returns, we will always make it right if there is an error or a quality issue. TrueMove offers exchanges in the following cases:

  • Item arrived damaged or defective
  • Wrong item or size was shipped
  • Apparel sizing issue (one-time courtesy exchange: correct size tag but item does not fit—exchange for same item in different size, or mutually agreeable alternative if unavailable)

How to Request an Exchange: Email support@truemove.app within 72 hours (3 days) of delivery. Include your TrueMove account email, clear photos of the issue, and (if lost/stolen) the carrier tracking number and any carrier correspondence.

Shipping Costs: For covered issues, TrueMove covers return shipping and reshipment where required. For non-covered issues, the customer is responsible for any shipping costs if an exception is approved at our discretion.

7. Non-Eligible Returns

We do not offer exchanges or refunds for:

  • Preference changes ("I changed my mind")
  • Items accepted but later unwanted
  • Slight color variations due to screen display
  • Sizing issues for non-apparel items (bags, jewelry, accessories)

8. Final Discretion

TrueMove reserves the right to evaluate all exchange requests on a case-by-case basis. We are committed to fairness, and in rare or exceptional circumstances, we may, at our sole discretion, offer a resolution that goes beyond the scope of this policy to ensure a positive outcome.

9. Support Response Time

We aim to acknowledge support emails within 2 business days.

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