We’re confident you’ll love Tru-Colour: Clarity and our products.
However, in the unlikely event you wish to return an item, you are protected by our 30-Day Money Back Guarantee — no questions asked.
The terms below explain how we handle returns and refunds at Tru-Colour.
Returns Policy
- To arrange a return, please email us at andrew@tru-colour.co.uk including your order number and reason for return. We will provide instructions for returning your item.
- Return requests must be made by the customer named on the order, using the registered email address associated with the original order.
- We can only accept returns for products purchased directly from our website: https://tru-colour.co.uk.
We cannot accept returns for items purchased elsewhere. - Refunds can only be issued to the original payment method used for the purchase.
- For traceability reasons, returns must be made in the original packaging, unopened and in saleable condition.
- If you prefer an exchange, please let us know in your return email. Exchanges can only be shipped to the original shipping address provided on the order.
- Gift cards are non-returnable and non-refundable.
- If you change your mind before delivery, you can refuse the parcel at the door. The package will be returned to us automatically.
- If you change your mind after delivery, you must return the product using a tracked delivery service with photographic proof of delivery.
The customer remains responsible for the order until we have safely received it. - When booking a return, you must instruct the courier to deliver only to our specified return address. Deliveries to neighbours or “safe places” are not accepted, and Tru-Colour is not responsible for incorrectly delivered returns.
- If a parcel is incorrectly delivered (e.g., left with a neighbour or in a “safe place”) and is lost, it is the customer’s responsibility to raise a missing parcel claim with the chosen courier.
- Our return address is:
20 Shakespeare Close, Leicester, LE3 2SX
Please do not send returns without prior approval. - Once your return has been dispatched, please email andrew@tru-colour.co.uk with:
- Your full name
- Order number
- Courier name and tracking number
- Photograph of your postal receipt
- Returns are only processed once we have safely received and inspected the returned item(s).
Processing returns and refunds may take up to 30 days.
How to Request a Return
To start a return, please email andrew@tru-colour.co.uk with:
- Your full name
- Order number
- What item(s) you are returning
- Reason for return
Returns must be approved before being sent back.
Exchanges
We do not offer direct exchanges.
The fastest way to receive a new product is to place a new order and request a return for the original item.
14-Day Cooling-Off Period
You have the right to cancel your order at any time within 14 days of purchase for a full refund.
Items must be returned in their original, unopened packaging and in re-saleable condition.
Refunds
- Refunds are issued automatically to the original payment method.
- Once approved, refunds may take 3–5 working days to appear in your account, excluding processing times which may take up to 30 days depending on your bank.
- Refunds are only issued after we have safely received and inspected the returned product.
- If you received a gift and wish to return it, we will issue a store credit to the value of the returned item.
- We cannot refund any coupons, discount codes, or promotional credits used to purchase items.
- Tru-Colour reserves the right to refuse refund requests outside of the 30-Day Guarantee window.
- Refunds for incorrectly delivered returns (e.g., delivered to a neighbour or “safe place”) are only processed if the item is retrieved.
Contact Information
If you have any questions about returns or refunds, please contact us:
Email: andrew@tru-colour.co.uk