Refund policy

Return and Refund Policy

Brand Name: TruePos

At The Truepose, customer satisfaction is important to us. If you receive a product with a genuine manufacturing defect or default issue, you may request a return or refund under the conditions outlined below.

1. Eligibility for Returns and Refunds

We offer a 14-day return policy from the date the customer receives the product.

To qualify for a return or refund:

  • The item must have a default manufacturing defect, damage, or problem present upon delivery.

  • The customer must provide a clear, genuine, and unedited video of the full unpacking/unboxing process.

  • The video must:

    • Clearly show the sealed package before opening.

    • Capture the unpacking process from start to finish without cuts or edits.

    • Clearly display the product issue, damage, or defect.

2. Important Conditions

  • Claims submitted without a valid unpacking video may not be eligible for return or refund.

  • Returns or refunds are only approved for products with verified default issues upon arrival.

  • Products damaged due to misuse, mishandling, normal wear and tear, or customer-caused damage are not eligible.

  • Requests must be submitted within 14 calendar days of delivery.

3. Return Process

To initiate a return or refund request:

  1. Contact our customer support team at theurbanistoofficial@gmail.com.

  2. Provide:

    • Order number

    • Genuine unpacking video

    • Description of the issue

    • Photos (if requested)

  3. Our team will review the claim.

  4. If approved, return instructions will be provided.

4. Refunds

  • Once the returned product is received and inspected, approved refunds will be processed to the original payment method.

  • Refund processing times may vary depending on your payment provider.

  • Shipping charges may be non-refundable unless otherwise stated.

5. Exchanges

  • We may offer a replacement product instead of a refund where applicable.

  • Exchange eligibility follows the same verification requirements.

6. Non-Returnable Items

The following are not eligible unless defective upon arrival:

  • Used products

  • Products without valid unpacking proof

  • Items returned after 14 days

  • Products damaged by customer misuse

7. Fraud Prevention

To protect against fraudulent claims:

  • All videos and claims are subject to verification.

  • Edited, incomplete, or suspicious submissions may be rejected.

  • False claims may result in denial of future service.

8. Contact Us

For return or refund support, contact:

Email: theurbanistoofficial@gmail.com

By purchasing from The Urbanisto, customers agree to this Return and Refund Policy.