Refund Policy

1. Return Eligibility

You may request a return within 30 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 careless use cannot be returned.

  • For hygiene-sensitive products (such as earrings), items must be thoroughly cleaned and unworn before returning.

  • Any product found to be defective upon delivery must be reported to us immediately with photos.

  • Customers are responsible for return shipping costs.

We reserve the right to refuse returns if the items show signs of use, wear, or damage not caused by us.

2. How to Start a Return

To initiate a return, please email us at info@truenovacanada.com with the following details:

  • 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 original sender address. Once we confirm your request, we will provide you with the correct return warehouse address

3. Processing Your Return

  • Returns are processed within 7 business days of receiving the item.

  • If your return meets the conditions above, you will receive official confirmation and your refund will be issued.

Refunds are made using the same payment method used for your original purchase, unless otherwise agreed.

4. Right of Withdrawal (EU/Consumer Law)

As a consumer, you have the right to cancel your order within 14 days of receiving it, in accordance with applicable consumer protection laws.

However, 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, you will need to wait until delivery and then return the goods to us.

  • The cost of return shipping is the responsibility of the buyer.

5. Refund Timeline

Once your return is received and inspected, we will issue your refund within 14 days (excluding delivery costs).

6. Return Address

All returns must be sent to our central warehouse in Asia. The full return address will be provided after you contact us with your request.