Refund policy
At Truly Texture, customer satisfaction is our priority. We strive to deliver premium wall texture products in perfect condition. If you experience any issue with your order, please review our return and refund policy below.
Returns
We accept return requests within 7 days of delivery.
To be eligible for a return, the product must:
- Be unused and unopened.
- Be in its original packaging and condition.
- Include proof of purchase or order confirmation.
- Not be damaged due to improper handling, storage, or application after delivery.
To initiate a return request, please contact us at: sales@trulytexture.com
Please include your order number, product details, and photographs (if applicable) so our team can review your request promptly.
Please do not send any products back without prior approval from our support team. Unauthorized returns may not be accepted.
Damaged, Defective, or Incorrect Products
We recommend inspecting your order immediately upon delivery.
If you receive:
- A damaged product
- A defective product
- An incorrect item
- A product that differs significantly from your order
Please contact us within 48 hours of delivery at sales@trulytexture.com with clear photos and order details.
Our team will assess the issue and, where applicable, arrange a replacement or refund.
Non-Returnable Items
Due to the nature of decorative coating and texture products, the following items are not eligible for return:
- Opened or partially used products
- Customized or specially manufactured orders
- Products mixed, tinted, or modified after delivery
- Clearance, sale, or promotional items
- Gift cards
- Products damaged due to improper storage, handling, or application
If you are unsure whether your order qualifies for a return, please contact our support team before initiating a request.
Order Cancellation
Orders may be cancelled before dispatch.
Once an order has been shipped, it cannot be cancelled and will be subject to our return eligibility requirements.
Exchanges
We currently do not offer direct product exchanges.
If an exchange is required and approved, the original item must first be returned and accepted. A separate order can then be placed for the desired product.
Refund Process
Once we receive and inspect the returned product, we will notify you regarding the approval status of your refund.
If approved:
- Refunds will be issued to the original payment method used during purchase.
- Processing times may vary depending on your bank, payment provider, or card issuer.
- Refunds are generally processed within 7–10 business days after approval.
Please note that shipping charges, handling fees, and installation-related costs are non-refundable unless the return is due to an error on our part.
Contact Us
For any questions regarding returns, refunds, cancellations, or damaged products, please contact:
Truly Texture Support Team
Email: sales@trulytexture.com
We are committed to providing premium products and responsive customer support to ensure a smooth shopping experience.