Refund Policy

At Truedealer.world, we are committed to your satisfaction. This Refund Policy outlines our procedures for returns, refunds, exchanges, and cancellations. We aim to process all requests fairly and promptly. Please read this policy carefully to understand your rights and our processes.

1. Contact Information

For all refund and return inquiries, please contact us at:

We aim to respond to all inquiries within 24 to 48 business hours.

2. Eligibility for Returns

You may request a return within 30 days of the delivery date if any of the following conditions are met:

• Unopened products: The product is unopened, sealed, and in its original packaging. We cannot accept returns of opened products unless there is a quality issue (see Section 6).
• Defective or damaged products: The product arrived defective, damaged, or not as described. In such cases, we will arrange a replacement or full refund, including shipping costs.
• Wrong product: You received a different product than what you ordered. We will arrange for the correct product to be sent or provide a full refund.

Opened products may be considered for return on a case-by-case basis if there is a genuine quality concern. Please contact us to discuss your situation.

3. How to Request a Return

To initiate a return, please follow these steps:

1. Contact us at office@truedealer.world with your order number, the reason for your return, and (if applicable) photos of the product or packaging.
2. Our customer service team will review your request and, if eligible, provide you with return instructions and a Return Authorization (RA) number.
3. Ship the product to the address we provide, using a trackable shipping method. We recommend retaining proof of postage until your refund is processed.
4. Once we receive and inspect the product, we will process your refund in accordance with Section 4.

Returns received without prior authorization may not be accepted. Please do not send products back without contacting us first.

4. Refund Process

Once we receive and inspect your return:

• Processing time: Refunds are typically processed within 14 business days of receipt of the returned product.
• Refund method: Refunds are issued to the original payment method used for the purchase. Depending on your bank or payment provider, it may take an additional 5 to 10 business days for the refund to appear in your account.
• Shipping costs: Original shipping costs are generally non-refundable unless the return is due to our error (e.g., wrong item sent, defective product). In cases where we are at fault, we will refund the full amount including shipping.
• Restocking fee: We do not charge a restocking fee for eligible returns.

5. Non-Refundable Items

Certain items may not be eligible for return due to hygiene, safety, or regulatory reasons. This will be clearly indicated at the time of purchase and in your order confirmation. If you have questions about whether a specific product is returnable, please contact us before placing your order.

6. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 7 days of delivery. Provide clear photos of the damage and the packaging. We will arrange a replacement or full refund, including any shipping costs you incurred. In some cases, we may request that you return the product for inspection before issuing a refund or replacement.

7. Order Cancellations

You may cancel your order before it has been shipped. To request a cancellation, contact us as soon as possible. If your order has already been shipped, you will need to follow our standard return process once the product arrives. We cannot guarantee that we can cancel an order once it has entered our fulfillment process.

8. Exchanges

We do not offer direct exchanges. If you wish to exchange a product for a different item, please request a return and place a new order for the desired product. We will process your refund as quickly as possible to minimize any delay.

9. Consumer Rights

Nothing in this Refund Policy affects your statutory rights under the Consumer Guarantees Act 1993 (New Zealand) or equivalent consumer protection legislation in your jurisdiction. If you are a consumer, you may have additional rights that cannot be excluded or limited by contract. For example, you may be entitled to a remedy if goods are not of acceptable quality, do not match their description, or are not fit for purpose.

10. International Orders

For orders shipped internationally, return shipping costs are the responsibility of the customer unless the return is due to our error. Customs duties and taxes paid on import are generally non-refundable. Please ensure you understand the return process before placing an international order.

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. For significant changes, we may notify you by email or through a notice on our website.

12. Contact Us

For refund or return inquiries: