Shipping & Returns

UK Delivery Options

*Orders must be placed before 2pm Monday-Friday. Not available to Scottish Highlands, Northern Ireland, or other remote areas.

International Delivery

International orders may be subject to customs duties and import taxes, which are the responsibility of the recipient.

Order Processing

• Orders placed before 2pm (Monday-Friday) are dispatched the same working day
• Orders placed after 2pm or on weekends are dispatched the next working day
• You will receive a confirmation email with tracking information once your order ships
• Delivery times are estimates and not guaranteed during peak periods or adverse weather

Return Eligibility

To be eligible for a return, items must be:

• Returned within 30 days of delivery
• Unopened and in original, sealed packaging
• In resalable condition
• Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

• Opened or used products
• Products with broken seals
• Products past their expiration date
• Products that have been improperly stored

How to Return

1. Contact Us: Email returns@truemotive.com with your order number and reason for return
2. Receive Authorisation: We'll send you a returns authorisation number and instructions
3. Pack Securely: Repack items in original packaging if possible, include your order details
4. Ship Your Return: Send to our returns address using a tracked service (we recommend keeping proof of postage)
5. Receive Refund: Once we receive and inspect your return, we'll process your refund within 5-7 working days

Return Shipping Costs

• Faulty or incorrect items: We'll cover return shipping costs and send a prepaid label
• Change of mind: Return shipping is at your expense
• International returns: Customer is responsible for all return shipping costs and any customs charges

Refunds

• Refunds are processed to your original payment method
• Please allow 5-7 working days for the refund to appear in your account
• Original shipping costs are non-refundable (unless the return is due to our error)
• If a refund is delayed, please contact your bank or payment provider first

If your order arrives damaged or you receive incorrect items, please contact us within 48 hours of delivery:

We will arrange for a replacement or full refund at no additional cost to you. You may be asked to return the damaged items using a prepaid label we provide.

We don't offer direct exchanges. If you'd like a different product, please:

1. Return the original item following our returns process
2. Place a new order for the product you want

This ensures you receive your new items as quickly as possible without waiting for us to receive and process your return first.