We’re confident you will love Tru-Colour: Clarity and our premium products. However, in the unlikely event that you would like to return an item, you are protected by our 30-Day Money Back Guarantee, no questions asked.
The terms below explain how returns and refunds are handled.
Returns Policy
- To arrange a return, please email andrew@tru-colour.co.uk with your order number and reason for return. We will provide full instructions, including the correct return address.
- We can only accept return requests from the customer named on the order. Requests must be made from the registered email address associated with the order.
- We can only accept return requests for products purchased directly from https://tru-colour.co.uk.
- Refunds can only be issued to the original payment method used at checkout.
- For traceability and health reasons, we can only accept returns that are contained in the original, unopened packaging.
- Exchanges are not offered directly. If you wish to exchange an item, please place a new order separately and request a return for the original item.
- Gift cards are non-returnable and non-refundable.
- If you change your mind before delivery, you may refuse the parcel when it arrives, and it will automatically be returned to us.
- If you change your mind after delivery, you must return the item using a tracked and insured delivery service that provides photographic proof of delivery.
The customer remains responsible for the order until it is safely received by us. - Couriers must be instructed to deliver directly to our return address. Deliveries to neighbours, “safe places,” or unauthorised locations are not accepted.
If your parcel is misdelivered and cannot be retrieved, it is your responsibility to raise a missing parcel claim with the courier. - Our returns address is:
20 Shakespeare Close, Leicester, LE3 2SX.
Please only return an item after your return request has been approved. - After sending your return, please email andrew@tru-colour.co.uk with your full name, order number, courier name, tracking number, and attach a photograph of your postal receipt.
This ensures we can trace your return. - Returns are processed once safely received and inspected. This process may take up to 30 days.
How to Request a Return
Please email andrew@tru-colour.co.uk with:
- Your full name
- Your order number
- What items you are returning
- Reason for return
Return requests must be approved before dispatching any items back to us.
Exchanges
We do not offer exchanges.
The fastest way to get the product you want is to place a new order and request a return for the original item separately.
If you have any concerns, please get in touch — we are always happy to help.
14-Day Cooling-Off Period
You have the legal right to cancel your order within 14 days of purchase for a full refund, provided the product is returned:
- In its original, unopened condition
- In its original packaging
- With all seals intact
Refunds
- Refunds are issued automatically to the original payment method used at the time of purchase.
- Once approved, refunds typically take 3–5 working days to reflect in your account, not including processing times, which may extend up to 30 days depending on your bank.
- Refunds for returned products are only issued after we have safely received and inspected the return.
- If you received the item as a gift and wish to return it, we will issue you a store credit to the value of the returned item. Store credits cannot be exchanged for cash.
- We cannot refund coupons, promotional credits, or discount codes used to purchase products.
- We reserve the right to refuse refund requests if they fall outside the terms set out above.
- Refunds for orders returned incorrectly (e.g., to the wrong address, neighbour, or safe place) are only processed if the parcel is retrieved.
Otherwise, customers must raise a claim directly with their courier. - It is the customer’s responsibility to ensure their return is properly tracked, insured, and delivered only to the designated return address.
Contact Information
For any questions regarding returns, refunds, or exchanges, please contact:
Email: andrew@tru-colour.co.uk