Returns & Exchanges

RETURN

1. Return Policy

  • Please contact us for a Return Authorisation Number. Returns made without prior authorisation will not be accepted.

2. Time To Return

You have up to 14 days to return after your receipt of your purchase of any TruMed products.
 
  • Aprons: Any aprons that contain a special feature*, such as embroidery / logo, or custom sizing, cannot be returned.
  • Prescription Eyewear: No prescription order can be cancelled once it enters our laboratory and there will be no exchange / returns / refunds.
  • Eyewear: Any Lead eyewear / glasses / goggles / shield that contain a special feature*, such as an engraving, cannot be returned.
Note: *A special feature is any addition / attachment / special request / prescription / or alteration otherwise not stated here. 
 
3. Wrong Product, Warranty Claims & Repairs
 
  • Should you find a defect or damage to the product, TruMed must authorize and issue an RGA for any returns or repairs requested on any of its products. You should have information handy such as the purchase date, an order confirmation and/ or invoice number for reference purposes.
  • On any new orders, please make sure to keep all packaging including the original shipping package so that TruMed can take necessary action for items that may have been damaged during transit.
  • Upon evaluation, TruMed will either repair or replace the defective item or part without charge to the customer only if the item is within the 1-year warranty period. The warranty is void, however, when there is evidence that the product has been tampered with, when repairs or attempted repairs have been made by unauthorized persons, or when the item has been subject to misuse, abuse or damage in transit.

 

REFUNDS

1. Order Cancellation & Changes

  • You may cancel orders within 24 hours only. Should you need to cancel an order, you must contact us immediately. Please have your order information handy at the time of the call.
  • Any requested changes to orders must be called in as soon as possible, ideally within 24 hours of placing your order. Any requested changes will be subjected to how far along production is. TruMed will not refund the customer if an order change cannot be accommodated when the order is already in production and/or finished.

 

2. Shipment Retained By Customs

  • TruMed is not responsible for any shipments which are being retained by customs. No refunds will be entertained.