Refund policy
We want you to be completely satisfied with your purchase from True Lavender Collective. If for any reason you are not entirely happy, we offer the following exchange and return policy.
- Damages and issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. True Lavender Collective is not liable for any products damaged or lost during shipping. It is just as important to us as it is our customer that items arrive in good condition so extra steps will be taken to protect items for shipment. If the order received is damaged, we may assist the customer with contacting the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim.
- Eligibility:
- To be eligible for an exchange or return, the item must be unused, unworn, and in its original condition, with all tags and packaging intact.
- You’ll also need the receipt or proof of purchase from True Lavender Collective.
- Exchanges and returns are only applicable for products purchased directly from True Lavender Collective within 30 days of the original purchase date.
- Exchange Process:
- We want every opportunity to make things right before a return is started. Items sent back to us without first requesting a return will not be accepted.
- To initiate an exchange/return, please contact our team at info@truelavendercollective.com. Provide your order number and details of the item you wish to exchange/return.
- Once your request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
- Please securely package the item(s) and ship them back to us using the provided shipping label. True Lavender Collective is not responsible for any lost or damaged packages during return shipping.
- Upon receiving the returned item(s), we will inspect them to ensure they meet the eligibility criteria stated above.
- If the item(s) are approved for exchange, we will process the exchange and ship out the replacement item(s) to you promptly. If the replacement item is not available, we will issue a store credit or refund as per our refund policy.
- Exclusions:
- Certain items, such as personalized or custom-made products, may not be eligible for exchange unless they are defective or damaged upon receipt.
- Exchanges are subject to product availability. If the replacement item is not available, we will work with you to find a suitable alternative or provide a refund or store credit.
- Additional Information:
- Shipping costs for returning the item(s) for exchange are the joint responsibility of the customer and True Lavender Collective, unless the exchange is due to an error on our part (e.g., wrong item shipped, defective product).
- Please allow 7-10 business days for us to process your exchange request once we receive the returned item(s).
- All exchanges are subject to approval and discretion by True Lavender Collective.
- This exchange policy is in addition to and does not affect your statutory rights as a consumer.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
