Return and Refund Policy
Return & Refund Policy of TrueDream LTD including its registered brands:
- We offer size exchange or shop credit on items bought in-store up to 28 days even if the case falls under paragraph 3 (see bottom).
- We offer full refund on items received damaged up to 28 days after the purchase (see exclusions in paragraph 3)
- Refunds will be made according to the method of payment at the time of purchase. Where the purchase was made by a debit or credit card the refund will be made to this card, provided the cardholder is present and in possession of the card otherwise an exchange or store credit will be offered. Please note a refund back onto a debit or credit card can take between 5 and 10 working days.
Because of the nature of some products, we do not offer refunds or exchanges on underwear and accessories.
- Changed your mind? – Items can be returned within 14 days of cooling-off period from the date on the delivery note to HERE. Please note: in this case you cover the cost of return. All refunds will be issued only after receiving the goods returned!
- Item ordered arrived damaged? – Do not accept the delivery! Notify us within 3 working days by email or via contact form. In this matter we offer you a choice of full refund, replacement of the item or shop credit.
- Goods not delivered? – If the goods you purchased on our website not delivered within 30 days, you should contact us immediately and we issue a full refund within 14 days.
The following information is an overview of consumer law in Ireland and the EU.
It sets out basic rules when you buy our (references to “us,” “we,” “our” or similar derivations refer to TrueDream Limited) goods and services.
1. Main consumer rights:
- Goods must be of merchantable quality – goods should be of reasonable quality taking into account what they are meant to do, their durability and their price
- Goods must be fit for their purpose – they must do what they are reasonably expected to do
- Goods must be as described – the buyer must not be mislead into buying something by the description of goods or services given orally by a salesperson or an advertisement.
1.1 When you buy goods in a sale you have the same rights as when you pay full price for the goods.
1.2 If you have a problem with an item that you have bought it is always the seller who should put things right. As a general rule, the seller can either repair or replace the item. Alternatively, they can refund the costs of the item or service to the consumer.
2. Dissatisfaction: If you are not satisfied with the quality of goods or services you can:
- Return the goods to the supplier who sold it to you
- Act as soon as you can – a delay can indicate that you have accepted faulty goods or services
- Do not attempt to repair the item yourself or give it to anyone else to repair it
- Make sure that you have a proof of purchase (a receipt, cheque stub, credit card statement or invoice)
3. Exclusion: You have no grounds for redress if
- You were told about the defect before you bought the item (for example, if the goods were marked ‘shopsoiled’)
- You examined the item before you bought it and should have seen the defect
- You bought the item knowing that it wasn’t fit for what you wanted it to do
- You broke or damaged the product
- You made a mistake when buying the item (for example, if you bought an item of clothing thinking it was black when it is actually navy)
- You change your mind
Retailers are not obliged to give refunds or credit notes under the above circumstances even if you show proof of purchase.
1. Your rights online
EU laws give you strong protection when you buy online. The Consumer Rights Directive covers you when you buy from businesses based in the EU, so check the geographical address of any business that you are buying from. These rights do not apply if you buy from a business outside of the EU or from another consumer. They also apply to other contracts you sign up to where you are not dealing with the business face-to-face such as buying something over the phone, from a mail order catalogue or a TV shopping channel. When you buy online you have the right to
- Clear and accurate information before you buy
- A refund if your goods are not delivered
- Return something because you change your mind
- Cancel a service
- Return something that is faulty
- Cancel digital purchases
2. Change of mind
I’ve changed my mind and want to return the goods I bought, what should I do?
- If you’ve bought something from a business that is based in the EU, you are protected by EU law. If it’s less than 14 calendar days since you received your purchase, you will be covered under the Consumer Rights Directive by the cooling-off period and can return the goods and get a refund. However, you may have to pay for the cost of returning the goods. You will only have to pay for the cost of returns under the Consumer Rights Directive if the business told you or made this information available before you bought the item.
- If you’ve bought something from a business that is based outside the EU, the Consumer Rights Directive does not apply. So if you want to return the goods, the website’s own returns and refunds policy will apply. Because of this, it’s important to make sure that you have read and understood the site’s returns policy before you buy something.
3. Goods not delivered
The goods I ordered online weren’t delivered
If you’ve bought something from a business based in the EU and your goods weren’t delivered, you should notify the business.
- Your purchase should be delivered within 30 days of the date of purchase unless you agree on a shorter timeframe with the business before you entered into a contract.
- If the business does not deliver the item within the agreed timeframe, you should contact the business and arrange another, convenient date. If they still don’t deliver the item within this extra time period, you can cancel the order (as the business is not keeping to their side of the contract). You should receive a full refund (including any delivery costs) without delay.
- If you have bought something where the delivery of the item by a certain date is essential, for example, if you ordered a wedding dress. This date should be agreed with the business at the time of purchase. However, if it turns out the business cannot deliver the item, in this case the wedding dress, within this time frame and inform you of this, you can cancel the order (as the business is not keeping to their side of the contract). You should receive a full refund (including any delivery costs) without delay.
- The business should refund you the money without any delay. If there is a delay in you receiving your refund and you paid for the item using a credit or debit card, your card provider may agree to reverse the transaction. This is called a chargeback. Contact your bank or credit card company immediately and give them details of your transaction, including copies of your attempts to contact the business.
If you’ve bought something from a business that is based outside the EU, you will not be protected by EU law. You can notify the business and request a refund, but remember that the website’s own returns and refunds policy will apply. Because of this, it’s important to make sure that you know where the company is based and have read and understood the site’s returns policy before you buy something.