Return & Exchange Policy

At True Element, we want you to have a smooth shopping experience. If there's an issue with your order, please contact us so we can help.

1. Damaged, Defective or Incorrect Products

If you receive a damaged, defective, broken, or incorrect product, contact us as soon as possible after delivery. Please provide your order number and clear photos or videos showing the issue.

After verification, eligible cases will generally qualify for a free exchange, with no additional exchange delivery charge.

2. Exchange Process

Please contact us before returning or sending any product. Our team will review your request and explain the next steps. Do not send products back without receiving instructions from us.

3. Refund Requests

If you prefer a refund instead of an exchange for an eligible damaged, defective, or incorrect product, please tell us when contacting our team. We will review your request and arrange an appropriate resolution in accordance with applicable law.

4. Refund Processing Time

Once a refund is approved and any required checks are complete, we aim to initiate the refund within 3–5 business days. After initiation, the time for funds to arrive may vary depending on the bank or payment provider.

For Cash on Delivery orders, refunds may be issued through a mutually agreed bank transfer or supported mobile wallet. We may request the information needed to process the payment securely.

5. Change of Mind

Returns or exchanges requested because of a change of mind or personal preference may not be accepted, except where required by applicable law.

6. Reporting an Issue

To report an issue, contact True Element with your order number, the phone number used for the order, and a description of the problem. Please report issues promptly so we can review them.

7. Policy and Customer Rights

All requests are subject to verification and applicable product, supplier, and courier procedures. Nothing in this policy limits your rights under applicable consumer-protection laws.

True Element
True to Quality.