Refund policy
Returns Policy
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with no damage, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, you can contact us at support@trucryo.com. Please note that returns must be authorised before being sent back. Items returned without prior approval will not be accepted or refunded.
If your return is accepted, we will provide instructions on how and where to send your package.
Customers are responsible for all shipping costs associated with returns, including the original outbound shipping cost and the cost of returning the item to us.
All approved returns are subject to a 15% restocking fee, which will be deducted from the final refund amount.
Returns should be sent to:
TruCryo Limited
Stafford Drive
Shrewsbury
Shropshire
SY1 3FE
United Kingdom
You can always contact us for any return-related questions at support@trucryo.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item. We will assess the issue and arrange a suitable resolution.
If a return is due to our error (e.g. incorrect or defective item), we will cover the associated return shipping costs and no restocking fee will apply.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, including:
- Custom or made-to-order products
- Personal care goods (such as embroidered cylinder sleeves)
Please contact us if you have any questions about your specific item.
We do not accept returns on sale items or gift cards.
Exchanges
The fastest way to receive a replacement item is to return the original item (subject to approval), and place a new order separately.
International Orders
For international shipments, including those to the United States, any import duties, taxes, and customs clearance fees are the responsibility of the customer.
If a shipment is refused, not cleared through customs, or returned to us for any reason outside of our control, the customer remains responsible for:
- The original shipping cost
- Any return shipping costs
- The 15% restocking fee
These amounts will be deducted from any refund issued.
European Union 14-Day Cooling-Off Period
If the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.
However, unless the item is faulty or incorrect, the customer is responsible for return shipping costs. The item must be unused, undamaged, and in its original packaging, with proof of purchase.
Refunds
We will notify you once we have received and inspected your return and confirm whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days, minus:
- Original shipping costs
- Return shipping costs
- The 15% restocking fee (where applicable)
Please note that it may take additional time for your bank or credit card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@trucryo.com.