RETURS & COMPLAINTS

If you have received the correct order and are unsatisfied with the items fitting, design or colours, we’re happy to accommodate this request within 14 days after the product has been received. In this case we will offer full refund or offer a replacement items free of charge. Items must be unworn, unwashed, undamaged and with all the original labels attached. You will be responsible for shipping the item back to our office and incurring the shipping costs. In case you choose to get a refund for particular product, it will be processed and issued to original payment method within 14 days after receiving of returned items. In case you choose to get a replacement item, we will produce new item and ship it to you with standard shipping method and cover related shipping costs. All our garments are made to order therefore manufacturing and delivery of replacement garments can take up to 25 working days. If you want to submit a damage claim, contact us on info@truestorysport.com

If you receive a wrong or damaged item, we will either fully refund your order or produce replacement items free of charge. We kindly ask you to get in touch by e-mail info@truestorysport.com and together we will find a solution. You may register a complaint within 30 days from the time of delivery. We kindly ask you to describe the issue in all relevant detail. In case the complaint is valid, we will refund amount paid for goods and any reasonable shipping costs related to return of the faulty item. Return item must be securely wrapped before shipping. Customer is responsible should the item be damaged or disappear due to insufficient packaging. Remember to save any receipts related to shipping costs and shipping numbers.

REPAIR OF DEFECTS

All our products come with 1 year warranty. It is limited to zippers, trimming, seams and fabric manufacturing defects. In case you want to return damaged or faulty items, please attach pictures of the damage and a description related to your complaint to enable us to assist you further. Depending on shipping method we will either issue pre-paid return shipping label or cover standard shipping costs by transferring refund to original payment method used at the checkout. We ask for warranty products to be washed before they are returned to us. The warranty does not apply to normal wear of garments or user errors. Depending on the damage, we either repair the product or send you a new one as a replacement. All our garments are made to order therefore repair and delivery of replacement garments can take up to 25 working days. If you want to submit a damage claim, contact us on info@truestorysport.com

CANCELED ORDERS

In case you cancel your order before manufacturing process has started we will refund your order in full amount including shipping costs relevant to shipping method selected at the checkout.

REFUND METHODS

Refund will be issued using same payment method used when placing order. If you paid using a card, we will refund to the account linked to the card you used to make your purchase.

TRYING ITEMS

You are responsible for any devaluation of the item due to other handling than what we consider necessary to establish the nature, properties and functionality of the item. We expect you to examine the item like it's allowed in a physical store, but you are not allowed to start using the item. Should you have started to use the item so that we cannot resell it, or cannot charge full price for the item, we will subtract the devaluation of the item from the amount we refund you. There can be no smell or stains on the item. If the item is no longer sellable, we will not refund the purchase amount.