Refund policy
The TrueCare 90-Day Risk-Free Guarantee & 2-Year Warranty
At TrueCare, we believe you should shop with absolute confidence. Finding the right orthopedic support requires real-world testing—not just looking at a screen. That is why every order is protected by our 90-Day Risk-Free Trial and backed by a comprehensive 2-Year Durability Warranty.
If our products do not help you move better and feel better, we offer a structured, no-nonsense return and exchange process designed to protect your purchase.
Your 90-Day In-Home Trial
We give you a full 90 days from the date of delivery to put your TrueCare product to the test. Wear it around the house, integrate it into your daily routine, and evaluate how your body responds.
• Risk-Free Testing: If you are not completely satisfied with the relief it provides, simply return it for a refund of the product's purchase price.
• Condition Requirements: To be eligible, items must be in reasonable condition without excessive wear, alterations, misuse, or damage. Please include the original packaging where reasonably possible.
• Verification: A proof of purchase (your order confirmation email or order number) is required for all trial-based returns.
100% Coverage for Defective or Damaged Items
If we made a mistake or your item was damaged in transit, we will make it right immediately—and you will never pay a dime to fix it.
• Contact us within a reasonable period after delivery with a clear photo or video of the issue.
• We will instantly arrange a free replacement or a full refund, covering all associated costs.
Size Exchanges & Replacements
Getting the perfect fit is critical for proper compression and joint support. We have made swapping your item effortless.
1. Size Exchanges: If you ordered the wrong size or need a different variant, email us within your 90-day window. We will coordinate a seamless exchange (based on product availability) to ensure you get the exact fit you need.
2. Replacements: If an item is defective or covered under our warranty, we will provide a free replacement at no additional cost to you.
How to Initiate a Standard Return or Exchange
We do not use confusing return portals. To start a return, replacement, or exchange, just follow these four simple steps:
1. Email Us: Send a quick message to support@trytruecare.com with your Order Number and a brief reason for your request. (If defective, attach a photo/video).
2. Get Authorization: Our support team will review your request quickly and provide the exact return address and packing instructions. (Please do not mail anything back before receiving this authorization, as it will cause processing delays).
3. Ship It Back: Mail the item using your preferred tracked carrier. (Please note: Customers are responsible for return postage on standard, non-defective returns. Original shipping charges, if any, are non-refundable).
4. Get Refunded: Once our warehouse receives and inspects the return, your refund will be systematically issued to your original payment method.
Refund Processing Timeline
We process approved refunds as quickly as possible to get your money back in your account.
• With Physical Return: Processed immediately after our warehouse receives and verifies the returned item.
• Without Physical Return: Processed immediately upon approval by our support team.
• Depending on your bank or credit card provider, please allow several business days for the funds to officially post to your account.
Order Cancellations
We process orders rapidly so you can get relief faster.
• If you need to cancel or modify your order, email support@trytruecare.com immediately.
• If the order has not yet been processed or shipped, we will cancel it instantly. If it is already in transit, simply receive the package and initiate a return under our standard 90-day policy.
Delivery Issues & Address Policies
• Lost or Delayed Shipments: If your tracking shows a significant delay or the package has not arrived within the estimated timeframe, email us. We will locate the package or issue an appropriate resolution (a replacement or refund).
• Incorrect Shipping Address: Customers are responsible for providing accurate shipping information at checkout. If an order cannot be delivered due to an incorrect, incomplete, or unavailable address, please contact us immediately. We will do our best to assist, but please note that reshipping fees may apply.
The TrueCare 2-Year Durability Warranty
Your TrueCare product is built to last. Every item is protected by a 2-year warranty against manufacturing defects.
• If a structural issue or manufacturing defect appears within 24 months, email us.
• Once confirmed, we will replace the item entirely for free.
• Note: This warranty protects against structural failures, not normal wear and tear, misuse, improper care, modifications, or accidental damage.
Exceptions & Consumer Rights
Hygiene & Safety Exceptions: To maintain strict hygiene and safety standards, certain items may be refused for standard return if they have been used in a way that makes them unsuitable for resale or safe handling (e.g., excessive wear, bodily fluids). This does not affect your rights under our 2-Year Warranty for defective units.
Your Legal Rights: Nothing in this policy limits or excludes any rights available to consumers under applicable laws.
• UK Customers: You retain all rights under applicable consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations.
• US Customers: You retain any rights provided by applicable federal, state, or local consumer protection laws.
• Where applicable laws provide remedies greater than those stated here, those legal rights will automatically apply.