For a refund of the product purchase price, you must be issued an RMA (Return Merchandise Authorization) within 30 days of your original purchase date, this means you need to return the product in order to get a refund. Shipping costs are non-refundable. Customer is responsible for all return shipping costs but we will happily pay return shipping fees if the delivery is a mistake of Truly’s (for example, you received a broken or wrong item). For all of our straight sales, you can return products for 30 days after purchase date, with a $7.95 returns fee. The returns fee is applicable for all opened returned products.
If your order has already been processed for shipment (your shipping label has been created and the shipping confirmation email has been sent to you), then we will not be able to issue you a refund unless we receive the products back to us. The shipping costs will not be refunded in this case either. You can contact us to get your RMA and we will issue the refund once we receive the products.
If you have a purchase of more than 1 item, then only 1 item of each type is allowed to be opened (i.e. if you ordered 2 Truly boxes, you can open each of the 3 pill bottles contained in one box, but the second box cannot be opened) – others must come back unopened and unused in order to receive FULL refund for the unopened boxes. If two of the items are already opened, then we can only issue a refund for one opened box with returns fee charge. The opened box may be charged the returns fee or not applicable for any refund at all if the returned box contains at least one empty bottle.
Under no circumstances will a refund be processed without proper RMA (return merchandise authorization) included. All returns must be returned to the Truly customer service department address provided via email or call confirmation with requested RMA number.
Orders that are passed the 30 days return period but are given exception for a refund will be charged the $9.95 returns fee for all unopened and opened items.
Refunds may take up to 4 weeks before they appear on the customer’s bank statement – most cases will be quicker, however due to return shipping time (3-9 business days), return processing (4-6 business days), and refund requests to the bank (4-9 business days), it can take up to 4 weeks.
For returns, email us at firstname.lastname@example.org to request an RMA (return merchandise authorization). No returns can be accepted for refund without RMA.