TRUENORTH Refunds and Return Policy

At TRUENORTH, customer satisfaction is our top priority. We stand by the quality and efficacy of our skincare products and are committed to ensuring you have a positive experience. Our refund and return policy is designed to be fair and transparent, ensuring you feel confident in choosing TRUENORTH.

Eligibility for Returns and Refunds

We accept returns and process refunds under the following conditions:

1. Timeframe: Returns or refund requests must be initiated within 7 days from the date of delivery.
2. Condition of Products:
   • Products must be returned in their original packaging, unused, and unopened.
   • Partially used products may qualify for a refund if a genuine issue is identified (e.g., adverse reactions or product defects).
3. Genuine Complaints: We honor refunds for the following reasons:
   • Product arrived damaged or defective.
   • Incorrect product was delivered.
   • Customer experienced an adverse skin reaction caused by the product (requires evidence, such as photos or a dermatologist’s note).

Non-Refundable Items

The following items are not eligible for returns or refunds:

• Products purchased during promotional sales or clearance events (unless damaged or defective).
• Free samples or gifts with purchase.
• Products not purchased directly from our official website or authorized retailers.

How to Request a Refund or Return

1. Contact Us:

   • Email: support@truenorthskincare.com
   • Include your order number, photos of the product, and a detailed description of the issue.

2. Approval:

   • Once your request is reviewed and approved, you will receive further instructions on how to return the product.

3. Return Shipping:

   • If the return is due to our error (damaged, defective, or incorrect product), we will provide a prepaid shipping label.
   • For other approved returns, the customer is responsible for return shipping costs.

Refund Processing

• Refunds will be processed to the original payment method within 7-10 business days after we receive and inspect the returned product.
• In the case of an approved complaint without a product return (e.g., adverse reaction), the refund will be processed within 5-7 business days from the date of approval.

Important Notes

1. We strongly encourage customers to perform a patch test before using our skincare products to avoid adverse reactions. Instructions for patch testing are included with every product.
2. Damaged in Transit: If the product was damaged during delivery, please notify us within 48 hours of receipt with photos of the damaged item and packaging.
3. Our team is here to help! If you have any concerns, feel free to contact us at support@truenorthskincare.com or call us at 1-800-TRUENORTH.

At TRUENORTH, we value your trust and strive to maintain the highest standards of quality and customer care. Thank you for choosing us for your skincare journey!

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