Return & Refund Policy

90-Day Satisfaction Guarantee

90-Day Satisfaction Return Window

At Truviona, we want you to feel confident when shopping with us. If you are not satisfied with your purchase, you may request a return within 90 days from the date of delivery.

Please note that our 90-Day Satisfaction Return Window does not mean an automatic refund without return. To qualify for a refund, the item must be returned to us, received at our return facility, and pass our return inspection based on the eligibility requirements below.

Refunds for satisfaction-based returns are issued only after the returned item has been received and inspected.

Return Eligibility

To qualify for a full refund, the product must:

  • Be kept clean and in good condition.
  • Have no visible stains on the surface.
  • Show no deep impressions, or surface deformation.
  • Include all original packaging (box, tags, protective films, and any accessories) in intact condition.
  • Maintain its original structural integrity and performance, without significant compression or material fatigue.
  • Not show signs of extended use that could affect hygiene or performance, as determined by our quality assessment team.
  • If the product shows wear or damage beyond normal use, Truviona reserves the right to deduct a reasonable amount from the refund value.

Non-returnable items:

  • Gift cards
  • Customized or personalized products (unless defective)

Satisfaction-Based Returns

A satisfaction-based return applies when the product is not defective or damaged, but the customer feels that it did not meet their personal preference, expectation, comfort level, or intended use.

Examples include, but are not limited to:

  • The product did not feel as expected.
  • The customer changed their mind.
  • The product did not meet personal preference.
  • The customer no longer wants the item.
  • The item was used but did not produce the expected personal result.

For satisfaction-based returns, the item must be returned before a refund can be issued. Refunds are not issued in advance for items that have not been returned.

The returned item must meet our Return Eligibility requirements. If the item shows signs of extended use, damage, missing parts, hygiene concerns, stains, deformation, or missing original packaging/accessories, Truviona reserves the right to deduct a reasonable amount from the refund or deny the refund.

Defective or Damaged Items

If your order arrives defective or damaged:

  1. Contact our support team at support@truviona.com as soon as possible.
  2. Include your order number and photos/videos clearly showing the issue.
  3. We will arrange for a free replacement or a full refund.

If an item arrives damaged, please contact us as soon as possible and provide your order number along with clear photos or videos showing the issue.

Damage During Delivery

In some cases, damage may occur during shipping or carrier handling after the item has left our fulfillment facility. We will review the evidence and may work with our fulfillment and shipping partners to investigate the issue.

For approved delivery-damage cases, Truviona may offer one of the following solutions:

  • A free replacement for the damaged item.
  • A refund for the damaged item.
  • Another goodwill solution agreed upon between Truviona and the customer.

Damage to one item in a multi-item order does not automatically qualify the entire order for a full refund unless the remaining items are also defective, damaged, or returned and approved under this policy.

How to Start a Return

  1. Email us at support@truviona.com within 90 days of delivery.
  2. Include your order number and reason for return.
  3. Wait for our team to provide your prepaid return label and instructions.

⚠️ Please do not return any item without contacting us first.

Return Shipping

For approved defective, damaged, incorrect, or order-error cases caused by Truviona, we will provide a prepaid return label at no cost to the customer.

For satisfaction-based returns, change-of-mind returns, or preference-based returns, the customer may be responsible for return shipping costs. If Truviona provides a prepaid return label for convenience, the cost of the return label may be deducted from the final refund amount unless otherwise stated by our support team.

Returns sent without prior authorization may not be eligible for a refund.

Refund Process

  • Once your return arrives at our facility, we will inspect it.
  • If approved, your refund will be issued to your original payment method.
  • Refunds typically appear in your account within 5–10 business days, depending on your bank or card issuer.
  • Original shipping charges are non-refundable, except for defective or damaged items.

Multi-Item Orders

For orders containing multiple items, each item will be assessed separately.

If one item is defective, damaged, or missing parts, Truviona may provide a refund or replacement for that specific item only.

Other items in the same order that are not defective or damaged must be returned and inspected before any refund can be issued, unless Truviona offers a separate goodwill solution in writing.

A problem with one item does not automatically make the entire order eligible for a full refund.

Proof Required for Defective or Damaged Claims

To help us resolve defective or damaged item claims fairly and quickly, customers must provide clear photos or videos showing the issue.

Depending on the case, we may request:

  • Photos of the product from multiple angles.
  • A short video showing the issue.
  • Photos of the packaging.
  • Photos of any missing, broken, or loose parts.
  • A description of when the issue was first noticed.

Failure to provide sufficient evidence may delay the review process or limit the solutions available.

Goodwill Solutions

In some cases, Truviona may offer a goodwill solution, such as a partial refund, replacement, store credit, or no-return resolution.

Goodwill solutions are offered at Truviona’s discretion and do not mean that the full order is automatically eligible for refund. Accepting a goodwill solution may be considered the final resolution for that specific case, unless otherwise agreed in writing.

Final Refund Decision

All returns are subject to inspection once received at our return facility.

Truviona reserves the right to approve, partially approve, or deny a refund if the returned item does not meet our Return Eligibility requirements.

If a refund deduction is applied, we will explain the reason clearly based on the condition of the returned item.

Our Commitment to You

We aim to make every Truviona experience a positive one. If you have any concerns at any stage of your purchase, our support team is here to help and will work with you to find the best possible solution.

  • Email: support@truviona.com
  • Contact Form: Available on our Contact Page