Gifting, Exchange & Refund Policy

At TrueMove, a gift is an optional physical gesture: a way to show appreciation when words alone are not enough. It is never a transaction for access, attention, or obligation. We work with third-party order, fulfillment, and shipping providers to deliver gifts.

Why gifts on TrueMove

We offer optional physical gifts because some moments deserve more than a message.

Our approach:

Optional, always. You can connect with a free request or thoughtful note. A gift is never required.
A compliment, not a contract. Accepting a gift does not oblige anyone to reply, chat, or meet.
Private by design. Senders never see a recipient’s shipping address, phone number, or email.
Recipient choice. Before claiming, recipients can swap size, color, or item within the allowed value.
Fair to senders. Cancel for a full refund before acceptance (connection or chat). On connection requests, declined or expired gifts are refunded. Chat gifts expire after 30 days if unclaimed.

The sections below explain charges, refunds, delivery, and exchanges in detail.

At a glance

Payment is captured when you send a gift.
Senders may cancel for a full refund anytime before acceptance, for both connection requests and chat gifts.
Connection requests: recipient may decline; declined or expired (30 days) → sender full refund.
Chat gifts: no decline (keeps chat gifting simple); unclaimed after 30 days → sender full refund.
Accepting a gift never requires a reply, chat, or meeting.
Recipients may swap size, color, or item within value before claiming.
After claim, the order is Final Sale except for defects or fulfillment errors.
Senders never see the recipient’s shipping address, phone, or email.

For senders

When you are charged

When you initiate a gift, payment is captured immediately to secure the item.

Cancelling before acceptance

You may cancel for a full refund at any time before the recipient accepts or claims the gift, whether you sent it with a new connection request or in an existing chat.

Connection requests: decline and expiry

If the recipient declines a connection request that included a gift, or the request expires after 30 days, the order is cancelled and a full refund is issued to your original payment method.

Chat gifts: no decline, expiry only

For gifts sent in chat, the recipient cannot decline. To keep chat gifting simple, we only offer accept or leave it. If they do not accept within 30 days, the gift expires and you receive a full refund. You can still cancel anytime before they accept.

Lower-priced swap

If the recipient chooses a replacement item of lower value before claiming, any applicable difference is refunded to you.

No guaranteed outcome

A gift expresses appreciation and care. It is not payment for a reply, meeting, or continued attention. Recipients are never obligated to respond.

Fraud prevention

TrueMove may cancel transactions suspected of fraud, abuse, or violations of our Community Guidelines.

For recipients

Your choices on connection requests

When someone sends you a request (with or without a gift), you may accept, decline, or ignore. Declining triggers a full refund to the sender if a gift was included.

Gifts in chat

When someone you are already connected with sends a gift in chat, there is no decline option. We keep it that way so gifting stays straightforward in an ongoing conversation. You can accept when ready or ignore the gift if it is not for you.

After 30 days without acceptance, the gift expires and can no longer be accepted; the sender is refunded. The sender may also cancel before you accept.

No obligation

Accepting a gift never requires you to reply, chat, meet, or continue interacting. Gifts are gestures, not transactions.

Swap before you claim

Before confirming a gift, you may adjust size, color, or swap for another product of equal or lesser value in the catalog. Check size charts carefully. Once you claim, the order is final except for defects or errors covered below.

After acceptance

Once you accept a gift and confirm the item, the order is processed with our fulfillment partners immediately. At this stage the purchase becomes Final Sale and cannot be cancelled or refunded except for product defects, fulfillment errors, or as described under Final discretion below.

Account deletion during an order

If an account is deleted while a gift order is pending, accepted, or in shipment, the order may continue to be processed according to the original transaction terms.

After acceptance, recipients provide shipping details (name, address, phone, email) used only for delivery. These details are never shared with the sender.

Blind gifting: The sender never sees the recipient’s address, phone, or email. TrueMove acts as the private intermediary.
Address accuracy: Recipients are responsible for accurate shipping information. TrueMove is not responsible for delivery failures caused by incorrect or incomplete addresses.
Timeline: Allow an estimated 2 to 14 business days for delivery, depending on item and carrier. Actual delivery may take longer.
Tracking: We may provide a tracking number by email when the gift ships. Availability depends on the item, fulfillment partner, and carrier.
Lost or stolen packages: We may help file a carrier claim. Replacement or reshipment depends on the carrier’s investigation and our review, at our discretion.

Final sale

All accepted gifts are Final Sale. Once the recipient confirms and the order is processed, the purchase cannot be refunded or cancelled except for product defects, fulfillment errors, or as described under Final discretion below.

We do not offer returns or refunds for buyer’s remorse, preference changes, or deciding you no longer want the item after claiming it.

Make it right (exchanges)

We do not accept returns for change of mind, but we may make it right for errors and quality issues at our discretion.

Eligible for exchange:

Item arrived damaged or defective
Wrong item or size was shipped

How to request: Email support@truemove.app within 72 hours (3 days) of delivery. Include your TrueMove account email, clear photos of the issue, and (if lost or stolen) tracking details and carrier correspondence.

Shipping costs: For covered issues, TrueMove may cover return shipping and reshipment where required. For non-covered issues, you may be responsible for shipping if an exception is approved at our discretion.

Non-eligible returns

We do not offer exchanges or refunds for:

Preference changes or change of mind
Items accepted but later unwanted
Slight color variations due to screen display
Apparel fit / sizing after claim (use size charts and swap before claim)
Sizing issues for non-apparel items where swap was available before claim

You may still contact support. We review every request and may offer help when we can (see Final discretion below).

Final discretion

This policy describes how TrueMove handles gifts, refunds, delivery, and exchanges. Standard refunds apply when a gift is cancelled before acceptance, declined, or expires unclaimed, as described above.

Delivery, tracking, support timing, exchanges for defects, and other edge cases may vary based on law, fraud or safety review, fulfillment partner constraints, carrier outcomes, or other factors. TrueMove may evaluate requests case by case and, at our sole discretion, may offer a resolution beyond what is described above when we believe that is fair or necessary.

Support

Email support@truemove.app. We aim to acknowledge support emails within 2 business days when possible. Response times may vary.