Refund policy
Last updated: 28 May 2026
At TrueZZZ, operated by Signal Commerce LTD, we want you to be satisfied with your purchase. This Refund Policy explains when you can return an item, request a refund, exchange a product, or cancel an order.
This policy applies to purchases made through truezzz.com.
Nothing in this Refund Policy affects your statutory rights.
1. Our 30-Day Return Policy
We offer a 30-day return policy, so you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
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Unused and in the same condition that you received it
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In its original packaging, where applicable
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Complete with all accessories, tags, manuals, and inserts, where applicable
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Accompanied by proof of purchase, such as your order number or receipt
To start a return, contact us at:
Items sent back to us without first requesting a return may not be accepted.
2. How to Start a Return
To request a return, please email us at contact@truezzz.com with:
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Your full name
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Your order number
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The email address used to place the order
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The item you wish to return
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The reason for the return
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Photos, if the item is damaged, defective, incorrect, or not as described
If your return is approved, we will provide return instructions, including where to send your item.
Please do not send your item back before receiving return instructions from us.
3. Return Shipping
Unless the item is faulty, damaged, incorrect, or not as described, you may be responsible for the cost of return shipping.
If your item is faulty, damaged, incorrect, or not as described, we will provide an appropriate solution, which may include a refund, replacement, or return instructions at no additional cost to you.
We recommend using a tracked shipping service when returning items, as we cannot guarantee receipt of returned items sent without tracking.
4. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is:
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Damaged
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Defective
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Incorrect
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Missing parts
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Not as described
please contact us at contact@truezzz.com as soon as possible, and preferably within 7 days of delivery, so we can investigate and resolve the issue promptly.
Please include:
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Your order number
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A description of the issue
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Clear photos or videos showing the problem
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Photos of the packaging, if the item arrived damaged
Where the item is confirmed to be faulty, damaged, incorrect, or not as described, we will offer an appropriate remedy, such as a replacement, refund, or other solution in accordance with your legal rights.
5. Non-Returnable Items
For hygiene, safety, and legal reasons, certain items cannot be returned unless they are faulty, damaged, incorrect, or not as described.
Non-returnable items may include:
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Used personal care, wellness, sleep, beauty, cosmetic, or hygiene products
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Items that have been opened, used, worn, washed, altered, or damaged after delivery
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Custom, personalised, or made-to-order items
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Gift cards
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Digital products, where applicable
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Items marked as final sale, where permitted by law
If you are unsure whether your item is returnable, please contact us at contact@truezzz.com before sending it back.
Sale items are still covered by your statutory rights if they are faulty, damaged, incorrect, or not as described.
6. Exchanges
The fastest way to receive a different item is to return the original item and place a new order once your return has been approved.
If you received the wrong item or your item arrived damaged or defective, please contact us at contact@truezzz.com and we will help resolve the issue.
7. UK and European Consumer Cancellation Rights
If your order is delivered to the United Kingdom or the European Union, you may have the legal right to cancel your order within 14 days after receiving your goods, without giving a reason.
To exercise this right, you must contact us at contact@truezzz.com and clearly state that you wish to cancel your order.
After notifying us of cancellation, you must return the goods to us in accordance with the return instructions we provide.
Items should be returned unused, in their original condition, and with proof of purchase.
You may be responsible for return shipping costs unless the item is faulty, damaged, incorrect, or not as described.
Some items may be excluded from cancellation rights, including sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, personalised items, and certain digital products.
8. Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Refund processing time is usually up to 10 business days from approval, depending on your bank, card provider, or payment provider.
Please note that your bank or payment provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we approved your refund, please contact us at:
9. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at contact@truezzz.com.
We will do our best to process your request. However, if your order has already been processed or dispatched, you may need to follow our return process after receiving the item.
10. Refused Deliveries and Incorrect Addresses
Please make sure your shipping address is complete and accurate when placing your order.
If an order is delayed, returned, or lost because the customer provided an incorrect or incomplete address, we may be unable to offer a full refund.
If a package is refused or not collected and is returned to us, we will contact you to discuss the available options. Any refund may exclude shipping costs or return charges where permitted by law.
11. Late or Missing Refunds
If you have not received an approved refund:
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Check your bank or payment account again.
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Contact your card provider or payment provider, as processing times can vary.
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If you have completed these steps and still have not received your refund after 15 business days, contact us at contact@truezzz.com.
12. Contact Us
For return, refund, exchange, or cancellation questions, please contact us:
Signal Commerce LTD
Trading as TrueZZZ
Company number: 17132190
Registered office: 128, City Road, London, EC1V 2NX, United Kingdom
Website: truezzz.com
Email: contact@truezzz.com