Gifting, Exchange & Refund Policy

At TrueMove, a gift is a physical extension of a thoughtful gesture. We are a new platform partnering with curated suppliers to fulfill these moments. We are committed to transparency. Our policies are designed to be fair to recipients while allowing us to sustainably keep the TrueMove app free for everyone.

1. For the Sender: Cancellation & Refunds

  1. Before Acceptance: You may cancel a gift request for a full refund at any time before the recipient accepts it.
  2. After Acceptance (Final Sale): The moment a recipient accepts your gift, the order is immediately processed with our suppliers. Therefore, once accepted, the gift is considered FINAL SALE and is 100% non-refundable, regardless of the outcome of your connection.
  3. Declined/Expired Requests: If your request is declined by the recipient or expires (after 30 days), your gift order is automatically cancelled, and you will receive a full refund to your original payment method.

2. For the Recipient: The "Pre-Claim Swap"

We want you to love your gift. Since we cannot offer returns later, we give you control before you claim it.

  1. Customize It: When you receive a gift request, you can select the correct size or color for that item.
  2. Swap It: If the item isn't your style, you can swap it for any other item in our catalog of equal or lesser value. We want you to have something you actually like.
  3. Final Choice: Please check size charts carefully during this step. Once you confirm and claim the gift, the order is final.

3. Shipping & Delivery

  1. Privacy Guarantee: When claiming a gift, you will be asked to provide shipping details (Name, Address, Phone, Email). These details are used strictly for delivery purposes and are never shared with the Sender.
  2. Timeline: As we work with a diverse network of brand partners, please allow up to 14 business days for your gift to arrive.
  3. Tracking: We will provide a tracking number via email as soon as your gift ships.

4. "Final Sale" Policy

To keep our platform sustainable, all accepted gifts are Final Sale. We do not offer returns or refunds for "buyer's remorse," preference changes, or if you simply decide you no longer want the item after claiming it.

5. Exchange Policy ("Make It Right")

While we do not accept returns, we will always make it right if there is an error or a quality issue. We offer a Free Exchange in the following specific cases:

  1. Covered Issues:
    1. Damaged or Defective: The item arrived broken, torn, or non-functional.
    2. Fulfillment Error (Our Mistake): We sent a different item, color, or size than what you confirmed in your claim. (e.g., You claimed Medium, we sent Large).
    3. Apparel Fit Issue (One-Time Courtesy): If you received the correct size tag but the item does not fit, we offer a one-time free exchange. You may exchange it for the same item in a different size, or if unavailable, a mutually agreeable alternative item.
  2. How to Request an Exchange:

    You must email support@truemove.app within 72 hours (3 days) of delivery. Your email must include:

    1. Your TrueMove account email.
    2. Clear Photos of the issue (e.g., photo of the damage, or photo of the size tag).
  3. What is NOT Covered:
    • Preference changes ("I changed my mind").
    • Slight color variations due to screen lighting.
    • Sizing issues for non-apparel items (bags, jewelry, accessories).

6. Final Discretion

TrueMove reserves the right to evaluate all exchange requests on a case-by-case basis. We are committed to fairness, and in rare or exceptional circumstances, we may, at our sole discretion, offer a resolution that goes beyond the scope of this policy (such as exchanging for an item of slightly higher value) to ensure a positive outcome.

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