Refund policy

Returns

Our return policy lasts 30 days from the date of delivery. If 30 days have passed since you received your order, unfortunately we cannot offer a refund or exchange.

To be eligible for a return, your item must be:

  • Unused and unworn

  • Free from dirt, dust, stains, or odors

  • In its original packaging and condition

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer without contacting us first.

Partial Refunds (if applicable)

Partial refunds may be granted in the following situations:

  • Items returned in non-original condition

  • Items damaged or missing parts not due to our error

  • Items returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will notify you via email that we have received your returned item. We will also inform you whether your refund is approved or rejected.

If approved, your refund will be processed and automatically applied to your original method of payment within a few business days.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. Please check your bank account again.

  2. Contact your credit card company—processing times may vary.

  3. Contact your bank, as additional processing time may be required.

If you’ve completed all of the above and still have not received your refund, please contact us at support@truegait.com.

Cancellations

You may request to cancel or modify your order within 24 hours of placing it by contacting our support team.

After 24 hours, your order may already be in processing or shipped, and changes or cancellations may no longer be possible.

To cancel an order, please provide:

  • Your order number

  • Details of the item(s) you wish to cancel

Cancelled orders may be subject to a 10% administrative fee, which covers payment processing and warehouse handling costs.
If the order has already shipped, the customer is responsible for return shipping and any applicable restocking fees.

Sale Items

Only regular-priced items are eligible for refunds.
Sale or discounted items are final sale and cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange an item for the same product, please contact us at support@truegait.com. We will provide return instructions and the appropriate warehouse address based on your location.

Gifts

If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of the return once the item is received.

If the item was not marked as a gift, the refund will be issued to the original purchaser.

Shipping & Return Authorization

Please email support@truegait.com to request a Return Authorization before sending any items back. We will provide the correct return address based on the warehouse that fulfilled your order.

  • Customers are responsible for return shipping costs

  • Shipping costs are non-refundable

  • Return shipping fees and up to a 20% restocking fee may be deducted from your refund

We recommend using a trackable shipping service or purchasing shipping insurance for returns over $75. TrueGait is not responsible for lost return shipments.

Important Notice – Refused Deliveries

Please do not refuse delivery of your order.

If an order is refused and returned:

  • A refund will be issued minus a 15% restocking fee and original shipping costs

  • If the item is damaged during return shipping, no refund will be issued until the shipping carrier claim is resolved

  • If the carrier denies the claim, we are unable to issue a refund

Refunds will only be processed once the returned item is received and inspected by our warehouse.