Refund Policy

1. 90-Day Money-Back Guarantee

We stand behind Truenova products. You may request a return within 90 days of receiving your order, provided that:

The product is returned with all original parts, components, and packaging, in the same condition as received.
The product shows only normal handling — items damaged through misuse cannot be returned.
For hygiene reasons, used or opened intimate products cannot be accepted for return or refund, except in cases of a manufacturing defect. This policy protects the safety of all our customers.
Any product found to be defective or damaged upon delivery must be reported to us within 48 hours of delivery, with photos included.
Customers are responsible for return shipping costs, unless the return is due to our error or a confirmed product defect.

We reserve the right to refuse returns that show signs of use, wear, or damage not caused by us, or that fall outside our hygiene policy above.

2. How to Start a Return

To initiate a return, email us at info@truenovacanada.com with:

Your order number
Reason for return
Photo evidence (if the product is defective or damaged)
Your full name and shipping address

⚠️ Please do not send items back to the sender address on your package. Once your return request is confirmed, we will send you the correct return address by email.

3. Processing Your Return

Returns are processed within 7 business days of us receiving the item.
If your return meets the conditions above, you'll receive confirmation by email and your refund will be issued.
Refunds are issued to the original payment method used for your purchase, unless otherwise agreed.

4. Right of Withdrawal (EU Customers Only)

If you are ordering from within the European Union, you have the right to cancel your order within 14 days of receiving it, under applicable EU consumer protection law, in addition to our standard policy above. Please note:

Orders are processed automatically once placed and cannot be canceled while in transit.
If you wish to cancel after your order has shipped, please wait for delivery, then contact us to arrange a return.
Return shipping costs remain the responsibility of the buyer, except where required otherwise by local law.

5. Refund Timeline

Once your return is received and inspected, refunds are issued within 14 business days (shipping costs are non-refundable, except where required by law).

6. Return Address

Return address details are provided by email once your return request has been confirmed. Please do not return items without first contacting us at info@truenovacanada.com.