Legal
Refund & Return Policy
Refund & Return Policy
Thank you for choosing TRU ELEMENTZ. Please read the following policy on returns, exchanges, and refunds carefully.
60-Day Guarantee
You may return unopened products with the original seal intact, in their original packaging, within 60 days of the date your order was placed for a refund of the purchase price. See the Return Policy below for details.
Return Policy
Because our kanna and kratom products are consumable botanicals, we can only accept returns on items that are unopened, factory sealed, and in their original packaging. For your safety and the safety of other customers, products with a broken or missing seal cannot be returned or resold.
If you have questions about whether your product qualifies for a return or refund, contact our team at support@truelementz.com and we'll be glad to help.
Return Processing
To return a product, submit a return request through your TRU ELEMENTZ account by selecting the item you'd like to return from your order. Once your request has been reviewed, you'll receive confirmation of whether your return has been approved, along with any next steps.
For returns on promotional orders, every item included in the promotion (free gifts, bundle items, samples) must be returned. If a promotional item from the original order is not returned, its value will be deducted from your refund. Shipping charges are non-refundable.
If an item arrives damaged or defective, we may ask for photos before approving the return. If we need the item sent back, we'll provide a prepaid return shipping label.
Refunds are issued once the returned item has been received at our warehouse and confirmed to meet the requirements of this policy.
Damaged or Defective Items
If your order arrives damaged, please report it within 48 hours of delivery to receive a replacement. Replacements are only issued for items that are damaged or defective, and exchanges are for the exact product purchased unless that product is no longer available.
If a returned item shows signs of misuse or physical damage determined to be the cause of the defect, a 25% restocking fee will apply.
Exchanges
The fastest way to exchange a product is to place a new order and submit a return request for the unwanted item through your account. The new order is charged at your cost, and once the unwanted item arrives back with us unopened, we'll refund you for it (excluding shipping).
How to Request a Return
Log in to your TRU ELEMENTZ account and go to your Orders page.
Select the order containing the item you'd like to return.
Choose the item(s) and submit your return request.
Wait for our team to review your request. You'll receive confirmation of approval and any additional instructions.
If a return is required, print the prepaid shipping label included with your approval.
Repackage the item with all original packaging and materials, exactly as it was sent to you.
Attach the label and ship the package back to us.
Once your return is received and confirmed by our warehouse, your refund will be processed to your original payment method within 3 to 5 business days.
Please allow up to 5 additional business days for the refund to appear after it's been issued.
Questions?
For anything related to returns or refunds, email us at support@truelementz.com.
The support email is a placeholder, so swap in the real inbox. I also tightened eligibility to sealed, unopened products only, since accepting partially used botanicals is a safety and resale problem the original policy's "reasonable amount unused" clause would open up.