Refund & Returns

Refund & Returns Policy

We hope that you are pleased with your order. Should you wish to return or exchange any of the items you bought for any reason, we will be happy to assist, provided the item is in fully resaleable condition.

Return & Exchange Conditions

  • Return or exchange is allowed within a maximum of 30 days from the date of
    purchase.
  • The original receipt must be presented.
  • Items must have original tags attached and be in good, saleable condition.
  • Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded. This does not affect your statutory rights.

To return an item for a refund or exchange, please email infomea@trutex.com or return the item directly to the original store. You will need the following details:

  • Order reference
  • Name on account
  • Email address on account

If an order is returned after 7 days from receipt, the delivery charge will be refunded only if the goods are damaged, faulty, or incorrect.

Refund Process

Refunds (less any applicable discount) will be made to the same payment card/account originally used for the purchase. All refunds will be processed within a maximum of 14 days (typically 5 days) from the date we receive the returned goods, or upon evidence that you have returned the goods to us.

A full refund will be issued if the goods are returned with no signs of unreasonable use
or damage that would diminish the value of the products.

Mainland UAE Delivery Terms & Conditions

How much is my delivery?

  • Home Delivery – AED 25 or FREE on orders over AED 450.
    Orders placed before 1:30 pm (Monday – Friday, excluding public holidays) will be delivered within 3-5 working days when in stock. Parcels are tracked with proof of delivery via Aramex. This service is FREE for orders over AED 450.
  • Click and Collect – FREE
    Orders placed before 1:30 pm (Monday – Friday, excluding public holidays) will be ready for collection within 3-5 working days when in stock. You will receive a notification once your order is ready for collection from your selected pickup location.

Can I track my parcel?
Yes, you can track your order via the Aramex website using your tracking number and postcode.

When will my order arrive?
Delivery is typically within 3-5 working days for stocked or standard embroidered items.

If there is an issue with your order, our sales staff will contact you via phone or email to
offer you a refund or alternative product.

Please note: Our acknowledgment of order acceptance (online, via email, or in-store) does not guarantee delivery or availability.

During our busy period in August, delivery times may be longer. We recommend placing your Back to School orders early, preferably in July.