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TrueFacet values your happiness and satisfaction with our product is guaranteed or items may be returned or exchanged within 7 business days from when they were received. To request a return, please e-mail support@truefacet.com with the order number and reason for return, unless the item was noted as final sale.

Please note that to be eligible for return, items must be in their original purchase condition, include all product documentation and materials, and shipped back within 3 business days. We'll then process the exchange or full refund. Please allow approximately 2-3 business days for your refund to be processed, after quality inspection on the returned item is completed. 

If a package or item delivered to you arrives damaged, please refuse the shipment and call us immediately at 800-690-3736. Claims for damaged or missing items must be reported immediately or within 5 days of receipt of your order. TrueFacet will not be responsible for lost or damaged returned shipments.

Returns are processed during weekdays once the items have been received at our office. Following receipt of your returned item, you'll receive a confirmation email. Please allow an average of 1 week for full processing. Our Quality Assurance department will review the returned item. Items that show signs of wear or have been altered or damaged cannot be accepted for return. Please allow another 2-3 business days after processing for your refund to be processed. 

Non-Returnable and Non-Refundable Items

Jewelry and watches that state Final Sale in the product details are not eligible for return. These items primarily include special priced products and closeouts. Due to low special pricing on these, all items labeled Final Sale are not eligible for return and are non-refundable. Items that we have sized or engraved from customer requests are also final sale.

Upon receipt, should we find that the security tag has been tampered with or removed, or the sticker noting non-returnable has been removed, we will not be able to accept the return and the item will be shipped back.

How to Prepare a Return or Exchange

To return an item to TrueFacet, follow the below process:

  • For all returns, please call 800-690-3736 or email us at support@truefacet.com, and we're start processing your return if eligible.
  • Package Your Return. We recommend you use the original shipping box, including all original packaging and materials. If your item was delivered with a valuation report, and that valuation report is not returned, you will be liable for the $100 replacement cost. For security reasons, do not write TrueFacet anywhere on the outside of the box.
  • Insure Your Package. On your invoice, you will find the price you paid for the items you are returning. Please use this total price as the amount you will declare as insured value for the return.

If you have any questions about returns, please contact us at 800-690-3736 or email us at support@TrueFacet.com

PayPal Returns

PayPal orders may be returned for credit back to your PayPal account. Please allow up to 2-3 days for your account to be credited.

After Your Return is Received by TrueFacet

Once your return is received into our system, you will receive a confirmation email. System processing occurs Monday through Friday. Please allow our team one business day, up to 24 hours, once the carrier arrives to receive product into our system. Once entered into our system, your return must be inspected by our Quality Assurance team. Please allow 2-4 business days for this process. If there are any questions regarding your return, we will contact you. Once inspection is complete, your return will be fully processed.

Credits to Your Charge Card

Credit card purchases and PayPal purchases will be refunded against the credit card or account used on the original purchase. Please allow up to 2-3 business days from the date that TrueFacet has received your return and quality inspection on the item is completed for your account to be credited. You may wish to contact your credit card company on posting guidelines as they can vary.