FAQs
What is Truval?
Truval specializes in consumer electronics, gadgets, and lifestyle products. We offer a selection of technology, accessories & home products. Our name is inspired by the French word "trouvaille"—meaning a rare or valuable find—which embodies our commitment to delivering authentic quality at competitive prices.
What is Truval’s return and refund policy?
We accept return requests within 30 days from delivery. To qualify, items must be unused, in original packaging, and in like-new condition. Contact our Support Team at help@truval.net with your order number and return request before shipping anything back. Unauthorized returns will not be processed.
- For faulty or misrepresented items, you can request a refund, repair, or replacement within 30 days, supported by photo or video evidence of the issue.
- Please note:
- Customers cover return shipping costs unless the item is defective or incorrect.
- Original shipping fees are non-refundable.
- Non-returnable items include final sale, clearance, promotional, discounted, or international orders.
Can I cancel my order?
Yes, cancellations are allowed before processing. If your order has already shipped, wait for delivery and follow our return process. Under UK consumer law, you have 14 days from receipt to cancel, followed by an additional 14 days to return the item after notifying us at help@truval.net.
How do I return an item?
To return an item, follow these steps:
- Email help@truval.net within 30 days, including your order details.
- For defective or damaged items, attach clear photos or videos.
- Our team will review and issue a Return Merchandise Authorization (RMA) number if approved.
- Ship the item to the provided return address.
- Once received and inspected, we’ll process your refund or replacement within 14 days.
Who covers return shipping costs?
Customers are responsible for return shipping fees, except for defective or incorrect items. If verified as faulty or misrepresented, we’ll cover return costs.
Can I exchange an item?
Yes, exchanges for different sizes or variants are available, subject to stock. Follow the return process outlined above, and we may offer store credit for exchanges where applicable.
What if my package is lost or stolen?
Truval is not liable for packages lost or stolen after confirmed delivery. If your order shows as delivered but hasn’t arrived, check with your courier or building management before contacting help@truval.net.
Which items cannot be returned?
The following are non-returnable:
- Final sale items
- Clearance or promotional sale items
- Discounted orders
- International orders
- Items damaged due to misuse, improper handling, or wear and tear
How long does it take to receive a refund?
Once we receive and inspect your return, we’ll process your refund within 14 days, credited to the original payment method. Original shipping fees are non-refundable.
Which countries do you ship to?
We ship to: United Kingdom, United States, United Arab Emirates, Austria, Australia, Belgium, Canada, Switzerland, Czech Republic, Germany, Denmark, Spain, Finland, France, Hong Kong, Ireland, Israel, Italy, Japan, South Korea, Malaysia, Netherlands, Norway, New Zealand, Poland, Portugal, Sweden, Singapore.
Who are your shipping partners?
We work with top carriers such as Royal Mail, DHL, FedEx, UPS, EMS, and others to ensure dependable delivery.
Are your products genuine?
Yes, we guarantee that all products sold on Truval are as described, fit for purpose, and of high quality. Our commitment to high-quality standards means we carefully inspect every product.
Do you offer warranties? We stand behind the quality of our products. For any defective items, you can request a refund, repair, or replacement within 30 days of receipt.
How do I contact customer support?
Reach us at help@truval.net. Our team is available Monday to Friday, 9 AM to 5 PM (UK time), to assist with any questions or concerns.