Refund & Returns

 

Refund & Returns Policy

Mainland UAE Delivery Terms and Conditions

How much is my delivery?

Home Delivery – 20 AED or FREE on orders over 450 AED

Orders placed before 1:30 pm (Monday - Friday excluding public holidays) using our Home Delivery option will be delivered within 3-5 working days when in stock. Parcels are tracked with proof of delivery via Aramex. This service is FREE on orders over 450 AED. 

Click and Collect- FREE

Orders placed before 1:30 pm (Monday - Friday excluding public holidays) using our Click and Collect service will be ready for collection within 3-5 working days when in stock. A notification will be provided once the order is ready for collection from your selected pickup location.

Can I track my parcel?

Yes, just head over to Aramex website and enter your tracking number and postcode.

When will my order arrive?

Delivery should usually be within 3-5 working days of you placing the order for items that we stock or standard items that we need to embroider.

If we do have a problem one of our sales staff will call or email you as soon as possible to offer you a refund or an alternative product.

Our acknowledgment of order acceptance online, via email or in-store will not be a guarantee of delivery or availability.

Please be aware that during our busy period in August delivery times will take longer, therefore, we advise that you place your Back to School order as early as possible, preferably during July. 

Returns

How can I return an item?

We hope that you are pleased with your order. Should you wish to return any of the items you bought for any reason, we will be happy to refund or exchange a product provided it is in fully resaleable condition. In order to return your items please email web@trutex.com or return directly to the original store.

To return an item for a refund or exchange, you will require the following details:

-            Order reference

-            Name on account

-            Email address on account

If an order is returned to us after 7 days from receipt, then we'll refund the delivery charge only if the goods are damaged, faulty or incorrect. Only regular priced items may be refunded, unfortunately sale items cannot be refunded, this does not affect your statutory rights.

 Please email web@trutex.com if you need any further information or assistance.

When will I receive my refund?

Refunds will be made (less any applicable discount) by re-crediting your payment card account from which the money was originally debited. All refunds will be made within maximum of 14 days (typically 5 days) of us receiving 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 sign of unreasonable use which would lead to the diminished value of the products.