TruWay Health Return Policy
Last Updated: April 05, 2025
At TruWay Health, we prioritize safety, quality, and customer satisfaction. Due to the nature of our products and strict contamination controls, we enforce a no-return policy on all purchases unless explicitly authorized by TruWay Health under limited circumstances outlined below. By purchasing from TruWay Health, you acknowledge and agree to the terms of this policy, including the indemnity clauses designed to protect TruWay Health from liability.
No Returns Accepted
All sales are final. Due to contamination risks, health regulations, and product integrity concerns, no items—including but not limited to apparel, masks, gloves, shields, shoe covers, sterile or clean-processed goods, custom or special-order items, hazardous materials, flammable liquids or gases, or any product opened or used—may be returned under any circumstances. Items not purchased directly from TruWay Health are also ineligible for return or refund consideration.
Limited Exception: Pre-Authorized Returns
In rare cases, TruWay Health may, at its sole discretion, authorize a return within 30 days of purchase for items that remain unused, unopened, and in their original packaging, provided the defect or damage is directly attributable to TruWay Health’s error. To inquire about eligibility, you must contact Customer Service at help@truwayhealth.com to obtain a Return Goods Authorization (RGA) number prior to shipping. Returns without a valid RGA number will be refused, and TruWay Health assumes no liability for such shipments.
Conditions for Limited Refunds or Exchanges
- Eligibility: Only items defective or damaged due to TruWay Health’s error, as determined by our inspection team, may qualify for a refund or exchange. Items returned in any condition other than their original, unused state (e.g., damaged, missing parts, or altered for reasons not attributable to TruWay Health) will be rejected.
- Timeframe: Requests must be submitted within 30 days of purchase. No exceptions will be made beyond this period.
- Sale Items: Items marked “On-Sale” or discounted are ineligible for refunds or exchanges unless explicitly approved by Customer Service in writing.
Refund Process (If Applicable)
If a return is approved:
- You will be notified via email upon receipt and inspection of the returned item.
- TruWay Health will determine, at its sole discretion, whether a refund or exchange is warranted.
- Approved refunds will be issued as a credit memo to your TruWay Health account for future purchases. Refunds to the original payment method will only be processed upon explicit customer request and TruWay Health approval.
- Shipping costs (original and return) are non-refundable and will be deducted from any refund amount.
If you believe a refund is delayed, check your account or contact your financial institution before reaching out to us at help@truwayhealth.com.
Shipping Responsibility
- You are solely responsible for all return shipping costs, including tracking and insurance. TruWay Health strongly recommends using a trackable shipping service for items valued over $75, as we do not guarantee receipt of returned items and bear no liability for lost or damaged shipments.
- Approved returns must be shipped to the facility address provided by Customer Service in the RGA email.
Indemnity Clauses
By purchasing from TruWay Health and initiating any return request, you agree to the following:
- No Liability: TruWay Health, its affiliates, employees, and agents shall not be held liable for any damages, losses, or claims arising from your use, misuse, or return of purchased items, including but not limited to contamination, injury, or financial loss.
- Indemnification: You agree to indemnify, defend, and hold harmless TruWay Health from any claims, liabilities, damages, or expenses (including legal fees) resulting from your breach of this policy, improper return attempts, or misrepresentation of product condition.
- Risk of Loss: All risk of loss or damage during return shipping remains with you until the item is received and accepted by TruWay Health.
Contact Us
For questions or to request an RGA number, contact Customer Service at help@truwayhealth.com. TruWay Health reserves the right to modify this policy at any time without prior notice. Your continued purchases constitute acceptance of the most current terms.