Refund Policy

Effective Date: January 1, 2025

1. Our Satisfaction Guarantee

We guarantee that all products delivered to you will be:

• Fresh and of the highest quality
• As described on our website
• Properly packaged and temperature-controlled
• Within their freshness dates

If any product fails to meet these standards, we will provide a full refund or replacement.

2. Eligibility for Refunds

2.1 Valid Refund Reasons

You are eligible for a refund or replacement if:

• Products are damaged, spoiled, or past their best-before date
• Items are missing from your order
• Wrong products were delivered
• Products do not meet our quality standards
• Delivery was significantly delayed without notification
• You have concerns about product freshness
• Packaging was compromised during delivery

2.2 Non-Refundable Situations

Refunds cannot be provided in the following cases:

• Change of mind after delivery has been completed
• Products that have been used, opened, or consumed
• Damage caused by improper storage after delivery
• Delivery address errors provided by the customer
• Unavailability to receive delivery without prior notification
• Refund requests made more than 48 hours after delivery

3. Timeframe for Refund Requests

• Immediate Issues: Report problems upon delivery or within 2 hours for same-day issues
• Quality Concerns: Must be reported within 48 hours of delivery
• Missing Items: Must be reported within 24 hours of delivery

We recommend inspecting your order immediately upon receipt to ensure all items meet your expectations.

4. How to Request a Refund

4.1 Contact Methods

To request a refund, please contact us through:

• Email: info@trueluckway.com (preferred method)
• Phone: +9645270901983 (Monday-Friday, 8:00 AM - 8:00 PM)
• Customer Account: Log in and submit a support ticket

4.2 Information Required

When requesting a refund, please provide:

• Order number and date of delivery
• Description of the issue
• Photos of damaged, spoiled, or incorrect items (if applicable)
• Your preferred resolution (refund or replacement)

5. Refund Process

5.1 Review and Approval

• We will review your refund request within 24 hours
• Most refund requests are approved immediately
• In some cases, we may request additional information or photos
• You will receive confirmation via email once approved

5.2 Refund Methods

Refunds will be issued using the original payment method:

• Credit/Debit Card: 5-10 business days
• PayPal: 3-5 business days
• Bank Transfer: 5-7 business days
• Store Credit: Instant (upon approval)

5.3 Refund Amount

• Full refund for individual items that don't meet standards
• Full order refund if multiple items are affected
• Delivery fees refunded if the issue was our fault
• Partial refunds for minor issues (at our discretion)

6. Replacement Options

Instead of a refund, you may choose to receive:

• Direct Replacement: Same item delivered in the next available delivery slot
• Alternative Product: Choose a substitute of equal or greater value
• Store Credit: Credit applied to your account for future purchases (includes 10% bonus)

7. Cancelled Orders

7.1 Customer-Initiated Cancellation

• Before Processing: Full refund if cancelled within 2 hours of order placement
• During Processing: Refund minus a 10% processing fee
• After Dispatch: No refund; delivery must be completed or refused at delivery

7.2 Company-Initiated Cancellation

If we cancel your order due to product unavailability or delivery issues:

• Full refund including delivery fees
• Notification sent immediately via email and SMS
• Option to receive a discount code for future orders

8. Delivery Issues

8.1 Failed Delivery

If delivery fails due to our error:

• Full refund including delivery fees
• Free re-delivery at your convenience
• Compensation credit for the inconvenience

8.2 Delayed Delivery

For significant delays (more than 24 hours beyond estimated delivery):

• Option to cancel with full refund
• Discount on current or future orders
• Priority delivery for replacement order

9. Damaged or Missing Items

9.1 Damaged Products

• Take photos of damaged items and packaging
• Report within 2 hours of delivery
• Keep damaged items until refund is processed
• Immediate refund or replacement provided

9.2 Missing Items

• Check delivery confirmation email for order details
• Report within 24 hours of delivery
• Refund or replacement processed immediately
• Investigation conducted to prevent future occurrences

10. Product Quality Standards

We maintain strict quality standards:

• All products inspected before dispatch
• Temperature-controlled storage and delivery
• Fresh produce delivered within 24 hours of harvest
• Dairy products with minimum 5-day freshness guarantee
• Bakery items baked on delivery day

11. Subscription Orders

For recurring subscription orders:

• Refund policy applies to each individual delivery
• Cancel subscription anytime without penalty
• Skip or modify upcoming deliveries with 24 hours notice
• Subscription discounts maintained even after refunds

12. Special Circumstances

12.1 Allergic Reactions

If you experience an allergic reaction:

• Seek immediate medical attention
• Contact us with details of the incident
• Full refund and investigation conducted
• We will work with you to prevent future issues

12.2 Product Recalls

• Immediate notification if products are recalled
• Full automatic refund processed
• Instructions provided for safe disposal
• Compensation credit for inconvenience

13. Refund Tracking

Track your refund status:

• Log in to your account to view refund status
• Email notifications at each stage of processing
• Contact customer service for updates
• Refund reference number provided for tracking

14. Exceptions and Limitations

• Maximum of 3 refund requests per customer per month (fraud prevention)
• Excessive refund requests may trigger account review
• We reserve the right to refuse service to customers who abuse refund policy
• Seasonal items may have modified return windows

15. Customer Service Commitment

Our customer service team is committed to:

• Responding to refund requests within 24 hours
• Processing approved refunds within 2 business days
• Providing clear communication throughout the process
• Following up to ensure your satisfaction
• Continuously improving our services based on feedback

16. Contact Information

For refund requests or questions about this policy:

Trueluckway Customer Service
Email: info@trueluckway.com
Phone: +9645270901983
Address: 703 / 1 Klocko Esplanade St., Gabemouth, TAS 2582, Germany
Registration Number: 41641340

17. Policy Updates

We may update this Refund Policy periodically. Changes will be posted on our website with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated policy.