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Refund Policy

Refund Policy for True. the Label

Effective Date: July, 2025

At True. the Label, we want you to love your purchase. If for any reason you are not completely satisfied with your order, we are happy to assist you with a return or refund, in accordance with the terms outlined below.

1. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

  • Return Period: You must request a refund within 14 days from the date you received your order.

  • Condition of Items: Items must be in new, unworn, and unused condition, with all original tags, packaging, and labels intact.

  • Non-Refundable Items: We do not accept refunds on the following items:

    • Sale or discounted items

    • Underwear or swimwear for hygiene reasons

    • Gift cards or personalized/customized items

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2. How to Request a Refund

To initiate a refund, please follow these steps:

  1. Contact our customer service team at support@truethelabel.com.au within 14 days of receiving your order.

  2. Provide your order number, the item(s) you wish to return, and the reason for the return.

  3. We will respond with instructions on how to return the item(s). Please do not send your item back before contacting us.

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3. Return Shipping

  • Return Shipping Costs: Unless the item is defective or incorrect, the customer is responsible for the return shipping costs.

  • Shipping Method: We recommend using a trackable shipping service for returns, as we are not responsible for items lost in transit.

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4. Processing Your Refund

Once we receive and inspect the returned item(s), we will process your refund within 7–10 business days. Your refund will be credited to the original payment method used for the purchase.

Note: Shipping charges are non-refundable. If you received free shipping on your order and later return an item that causes the total order value to fall below the minimum free shipping threshold, the original shipping cost may be deducted from your refund.

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5. Exchanges

If you would like to exchange an item for a different size or color, please follow the same steps for a return and place a new order for the desired item. We do not offer direct exchanges, but we will refund the returned item if it meets the eligibility requirements above.

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6. Damaged or Defective Items

If your item is damaged or defective, please contact us immediately at support@truethelabel.com.au with a description of the issue and photos of the damaged item. We will offer you a full refund or a replacement, depending on your preference and availability of stock.

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7. Late or Missing Refunds

If you haven’t received your refund within the expected time frame:

  • First, check with your bank or credit card company, as there may be processing delays on their end.

  • If the issue persists, please contact us at support@truethelabel.com.au, and we will assist you in resolving the issue.

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8. Changes to the Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated "Effective Date." Please review this policy periodically to stay informed of any updates.

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9. Contact Us

If you have any questions or concerns about our Refund Policy, please contact us at:

True. the Label
Email: support@truethelabel.com.au
Address: 3000 Melbourne, Victoria, Footscray

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