Returns & Refunds
We reserve the right to refuse orders for any reasons we deem necessary. If your order is refused you will be notified and refunded.
If you are not satisfied with your purchase, we will assist you with your refund or exchange.
The following conditions apply to all refund/exchange items:
- Items must be in their original, unworn condition with complete product packaging and tags attached (excluding warranty items - refer to bottom of page)
- True Grit must be notified within 3 days of receiving your product of the intent to return, and returned to us within 10 working days of the product being delivered.
- Return freight costs to True Grit must be covered by the customer. These items must be sent back via courier (track and trace). True Grit will not request any returns to sender.
- For size exchanges and warranty replacements, we will cover the cost of the return freight of the correct item back to you (this excludes sale items). We will not cover freight for changes of mind.
Please ensure when returning items, do not attach any courier packaging, or labels to the original product packaging. Damaged or unsatisfactory packaging can result in an exchange or return being declined.
How To Return/Exchange:
If you wish to exchange/return please follow these steps:
- Contact us to advise us of your intention to return/exchange an item. Use the contact form on the contact us page.
- Fill out the return form, which will be provided to you.
- Include the completed form with the item and return to us.
- Replacements and/or refunds will be processed after we receive your returned item.
Time Frame for Returns: Unless a product is faulty, or the wrong item was received, we will not accept any products returned outside the stated time-frame. Returns are not processed over weekends, or public holidays.
Return Inspection: Upon receiving items for return, True Grit will inspect and assess the item. Inspection times may vary in length, and you agree not to hold True Grit liable for the time taken to inspect and assess the return. True Grit reserves the right to decline returns or exchanges, should they not meet the specified criteria above.
In Store Returns: You are welcome to return items to our store. We would appreciate an email in advance, so we can notify our staff correctly.
Change of Mind: True Grit is happy to assist in change of mind returns. True Grit reserves the right to withhold the original card payment/transaction fee (4%) on transactions deemed as change of mind. You will be notified, at the time of refund transaction, if this has been applied. We will reduce any refund payable to you by the amount of the transaction fee. Change of mind includes, but not limited to: purchases made in error, items that don't fit that way you would like, unwanted gifts, cancelling to order elsewhere, personal preference, simply changed mind, or any other non-defective reasons. True Grit, at our discretion, will determine if order cancellation requests meet change of mind standards.
Stock Availability: While every effort is made to only show the correct stock on our website. We are human and mistakes can happen. If you purchase a product that we cannot supply, we will notify and refund you as soon as we are aware of the error. In the event of an exchange item not in stock, you will be notified with alternative options.
Alternative Options: In the event an item in your order is not in stock, you will be contacted with alternative options for your order. If True Grit has not received any communication regarding your order, with multiple attempts, it is in True Grit's discretion to complete the order. The item in question will be refunded, without the ability to exchange, and the rest of the order will be processed.
Incorrect Item Received: In the event an item you've received the wrong item/ size, please get in touch with our team as soon as you have discovered this. We will work with you to ensure you receive your correct order as quickly as possible. Please note, your correct item will not be sent until the team has it on good authority that the item has been returned to True Grit.
Exchanges: True Grit is happy to process an exchange of goods, provided your original item ordered is with its original product packaging, unworn, and capable of resale. We will accept exchanges for the same item, item of a similar value, or size. If True Grit finds any price differences, these will be credited or charged to the customer.
Refunds: All refunds will be credited to the original payment method. Refunds, dependent on the payment method, can take up to 1-5 business days to be posted. All shipping costs associated with the original order, are non-refundable. This can also be classed as a restocking fee. Please contact your bank, or payment method e.g. Trade Me, for refunds that take longer than the estimated time-frame. True Grit is not responsible for the time period taken for a return to be received by the customer, or refunds deemed "late".
Faulty Items: Items which are damaged through normal wear and tear are not considered faulty. If your item is faulty, you can return it for a refund or replacement. It is the customers responsibility to inform True Grit or any faults as soon as they are aware of any issues.
Warranties: All items returned for warranty, require a warranty assessment by their relevant supplier. True Grit cannot be held accountable for items not accepted by supplier warranty, and will not issue any replacements where a warranty replacement has failed. In the event of a warranty fail (e.g. the item damage is determined as wear and tear), True Grit does not need to provide a refund, or credit. True Grit is not responsible for the time taken for a warranty assessment. Please take reasonable steps to ensure the maintenance of your products purchased through True Grit. True Grit are not responsible for damage caused by abnormal usage.
