Returns

General Guidelines:

 

Trufacial and all items sold through the Trufacial website (the “Products”) can be returned or exchanged within 30 days of the purchase date. If 30 days have passed since your purchase, your order falls outside the return policy period, and you will no longer be eligible for a return or refund. It is important to contact us as soon as possible to arrange and schedule the return of your product within this timeframe.  All Products must be postmarked within 30 days from the date of purchase to be eligible.  Trufacial reserves the right to reject any return that does not follow the guidelines of this Return Policy.  Products that have been purchased outside of the Trufacial website or Trufacial approved reseller may not be eligible for returns. 

 

Steps to Return the Products:

• Contact Trufacial at customerservice@trufacial.com.
• Please have your Order Number available before contacting Trufacial.  Your Order Number can be found on the confirmation email you receive after placing your order.  
• All returns must be approved in advance by Trufacial in writing.  
• If your return is approved, Trufacial will send you a prepaid return shipping label.  Use of your own shipping label may be rejected by Trufacial.
• All the original Trufacial items including the instructions and packaging are included in your return.  
• Make sure that your item is postmarked within 30 days from the purchase date.  

 

Terms & Conditions of Returns

 

Bottles must have an intact protective seal on the top without any signs of tampering. Additionally, bottles and labels must be undamaged and in good, unused condition.

Packs must be returned in their entirety. Partial returns of bundled items will not be accepted. Shipping charges paid at the time of purchase will not be credited with the return.  

 

Return of any Product purchased from a third party will only be allowed at the sole discretion of TruFacial.  

 

Qualifying Refund Type

 

While most unused products and equipment qualify for a return or exchange within 30 days, the refund type will be determined by the original form of payment.  Payments made with Debit or Credit Cards will receive the refund back to the original form of payment excluding shipping charges.  Refunds cannot be applied to a new card or banking account.  If we are unable to provide a refund to the original form of payment, you may be eligible for store credit.  

Refunds will typically be credited within five business days for orders within the United States.  

 

Damaged Items

 

We apologize that your order was damaged upon delivery. We can assure you, all orders are shipped in new condition and securely packaged but we realize things may happen during the shipping process. To help you with a return of the damaged items, we require detailed photos of the packaging your product was received in, along with any damaged bottles and products.  This could include dents, cracks or other potential problems.  Make sure all labels and caps are visible in your photos. Do not discard the damaged products or boxing. To qualify for a resolution, all orders must be returned to TruFacial in the condition the package was received. Tampering with the product can affect your return, refund, or replacement.

 

Stolen Items:

 

If your courier tracking number status shows as “delivered,” the package has been physically scanned and left on the doorstep, place of business, or with a resident of the address.  Make sure you keep your tracking number available to assist you in retrieving your package in a timely manner.  If you are unable to locate your package, we may need to assume your package was stolen from your location and therefore is not the responsibility of Trufacial to replace or refund this order. If your package has been taken, immediately file a claim with the courier.  Assistance by Trufacial in trying to locate your stolen package does not mean Trufacial is liable.    

 

Missing Order Items:

 

We apologize if an item is missing from your order. Please contact us customerservice@trufacial.com  so we can make sure you receive your complete order. It is important to include images of the items you have received.  Take photos of the items included in your package with labels and items visible. Your request may be declined for insufficient information.