Returns Policy

We want you to enjoy your Trufois wear, but we understand that sometimes things may not go as expected. Therefore, we are pleased to provide options for cancellations, refunds, and returns, subject to the following conditions.

Before placing an order, please ensure that you carefully review and comprehend our policies. If you have any inquiries, feel free to contact us at contact@trufois.com

Returns Policy 

Our Returns Policy allows for a period of 28 days. To initiate the Return & Refund Process, kindly adhere to the following steps:

1. Within 14 days of receiving your order, send an email to contact@trufois.com  Include your order number and provide a reason for your return. We will promptly respond with detailed instructions on how to proceed with returning your order.
   
   
2. Ensure that the items are returned within 28 days of receiving your order. Please include the order and customer details within the return package. It is the customer's responsibility to cover any costs associated with the return postage. We recommend utilizing tracked services for added security and always retaining proof of postage.
   
   
3. Refunds will be communicated via email. Once a refund is approved, it will be credited back to the original payment method used.
   
   

Returns Policy Terms

Items must be returned within 28 days from the date you receive your order.

To receive a refund, make sure to return the items in a brand new, resalable condition. They should be unused, free from hair and dirt, and have tags attached, with the original packaging included. If you're returning the entire order, please remember to include any free gifts that were included.

Don't forget to include your order number and customer details inside the return parcel. This will help us process the return smoothly.

We aim to review returns within 3 working days. You will receive an email notification regarding the approval or rejection of your return, in accordance with our policy. Approved returns will be refunded to the original payment method. For more information on refunds, please refer to our Refund Policy. If an item is returned in a condition that cannot be resold, you will be responsible for the postage costs to send the item back to the original address mentioned in the order.

If your order initially qualified for free delivery, you will be responsible for the original postage cost of the shipping service used (such as Posti or UPS) if you return the entire order. This cost will be deducted from the total refund amount. Additionally, we do not refund postage costs since they are considered a separate service paid directly to the shipping provider. This is separate from the amount paid for our products.

Returns sent after the 28-day period will receive a voucher instead of a refund. The issuance of vouchers is at our discretion, and we reserve the right to update our policies at any time.

Refunds 

After we have processed a refund, it may take up to 10 working days for the funds to appear in your account. The exact time can vary depending on your bank and account. For international banks outside of Finland, the process times can be even longer.

If the payment takes longer than what your bank has advised, please reach out to your bank directly to inquire about the delay. If you have already contacted your bank and still haven't received the refund, please email us at contact@trufois.com. We will do our best to assist you in resolving this matter.

Please be aware that we do not refund shipping costs.

Cancellation Policy

If you want to cancel your order, please send an email to contact@trufois.com with the subject line "Cancellation Request" and include your order number. We will prioritize your request before sending out your order.

If your order hasn't been sent yet, we can give you a full refund, including any postage fees you paid. You will receive an email notification if your cancellation request is successful, and the refund will be automatically returned to your original payment method.

If your order has already been dispatched when you submit the cancellation request, we will email you to let you know that we couldn't fulfill your request. If you still want to return the item after receiving it, you will need to cover the return postage costs. For detailed instructions on how to return an order, please refer to our Returns Policy.

Exchanges Policy

We may not always be able to offer exchanges due to limited stock availability. We recommend placing a new order for the desired item and returning the unwanted item. Please email us at contact@trufois.com. However, if we don't have the requested size available for exchange, we won't be able to provide a refund.

Lost, delayed or damaged parcels

All parcels are sent using tracked services provided by Posti and UPS. If you experience any delays with your shipment, please check the tracking information provided in your order email. In the event that your parcel is lost or arrives damaged, please contact Posti or UPS directly using the appropriate links below:

Posti

UPS

Incorrect Orders

If you receive an incorrect item in your order, please notify us immediately by emailing contact@trufois.com. Include your order number and details of the item you received incorrectly. We aim to respond within 2 working days and will provide further instructions via email to resolve the issue as quickly as possible.

Faulty Items

All the products we send out go through quality checks before they are shipped, including during the packing process. However, it is the customer's responsibility to inspect the product upon arrival and ensure that it is in perfect working order and suitable for their dog. We cannot guarantee that damages won't occur during shipping. Additionally, customers should check the items for safe working condition before each use.

We take great care to ensure that our products are of high quality. If you notice a fault with any of the main components within the first 28 days of receiving your order, please contact us right away at contact@trufois.com. Provide your order number, details of the fault, and include photographs for reference. We will promptly work on finding a solution for you.

After 28 days, we will only address suspected faulty items if all product tags are still attached and the item has not been used.

We aim to respond to your email within 2 working days and any replacement products will be subject to availability.

Please keep in mind that our products are not indestructible, and there are guidelines for handling used faulty items based on fair usage policy. For more information, please refer to our Safety Notice & Product Disclaimer.

Gift Cards

Unfortunately, we cannot provide refunds for gift card purchases. Once a gift card is purchased, it cannot be returned or refunded.

Sale Items 

For items purchased on sale (example. Black Friday sales), we are unable to accept returns or offer refunds unless the product is damaged or faulty. Sale items are considered final and cannot be returned for any other reason. 

Vouchers

Vouchers can only be used to exchange for goods, such as gift cards, and cannot be redeemed for cash refunds. They hold value for purchasing products but cannot be exchanged directly for money.