TRUE 60-Day Return Policy
At TRUE, we want you to be completely satisfied with your purchase. If you're not happy with your hydrogen device within 60 days of delivery, we offer a hassle-free return or exchange.
- Returns accepted within 60 days of delivery
- Product must be in original condition with all packaging and accessories
- Device must be unused or used minimally, with no visible damage
- Original receipt or proof of purchase required
Return process
- Submit a return request using our Return Request form
- Receive a prepaid return shipping label by email
- Pack the product securely in its original packaging
- Drop it off at your nearest shipping location
- Refund processed within 7–10 business days after we receive your item
Exchange options
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Same product: exchange for the same model at no additional cost
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Upgrade: exchange for a higher-tier model, with the price difference paid by you
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Different product: exchange for any other TRUE product with an appropriate price adjustment
Change-of-mind returns
If you're returning a product simply because you changed your mind (not because of a defect or damage), a 25% restocking fee applies. This covers the cost of the prepaid shipping label, sanitization, labor, and restocking, and is deducted from your refund.
- ✅ No restocking fee for product defects or damage
- ✅ 60-day window for returns
- ✅ Item must be unused, unopened, and in its original packaging
Note: refunds for purchases made with a promotional code are credited back to the original payment method, minus the discount applied.
Non-returnable items
- Gift cards
- Items marked "Final Sale"
- Consumable items (e.g. cleaning tablets) once opened or used
- Products damaged by misuse, accident, or unauthorized modification (these may still qualify for a warranty claim — see our Warranty Policy)
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos of the item and packaging so we can resolve it quickly — typically with a replacement rather than a return. No restocking fee applies in these cases.
Questions
Email support@trueh2.com and we'll help.
