Refund policy
Your right to withdraw
If you buy a piece from us online and change your mind, you have the right to withdraw from the contract within 14 days, without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier whom you have named, acquire physical possession of the piece. If you ordered several pieces in one order and they are delivered separately, it expires 14 days after the day on which you, or that third party, acquire physical possession of the last piece. The same applies to pieces sourced to order from our partners. You can also withdraw before your piece arrives.
How to withdraw
The simplest way is our online withdrawal function at truetosoleedit.com/pages/withdrawal, available at any time during your withdrawal period:
- Select "Withdraw from contract here".
- Enter or confirm your name, your order number and the email address where you would like to receive our acknowledgement. If your order has more than one piece, list the pieces concerned.
- Select "Continue" to review your details, then select "Confirm withdrawal". The page then shows your withdrawal reference with the date and time.
If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (for example by email), including its content and the date and time of its submission, without undue delay.
You can also tell us of your decision by any other clear statement, for example a letter sent by post or an email, to TRUE TO SOLE S.R.L., Str. Iosif Vulcan nr. 7, ap. 9, Oradea, jud. Bihor, România, phone +36 30 442 6547, email hello@truetosoleedit.com. You may use the model withdrawal form at the end of this policy, but you do not have to. Our contact form and the WhatsApp chat on our website also work, but for a dated record of your withdrawal the online function, an email or a letter is best.
To meet the deadline, it is enough to send your withdrawal, or submit it online, before the withdrawal period has expired.
Sending the piece back
Whichever way you withdraw, we confirm it by email and send you the return address with our acknowledgement. Please send the piece back to us at that address without undue delay and in any event not later than 14 days from the day on which you told us of your withdrawal. The deadline is met if you send the piece before the 14 days have expired. Any delay on our side in sending you the return address does not count against your 14 days.
You will have to bear the direct cost of returning the piece.
- Please return the piece as you received it, with all its accessories, dust bag, cards, tags and original packaging.
- Handle the piece as you would in a shop: you may look at it closely and try it on in front of a mirror, but please do not use it, wear it outside, alter it or remove any tags.
- We recommend a tracked and insured service, and keeping your proof of shipment.
You are only liable for any diminished value of the piece resulting from handling other than what is necessary to establish its nature, characteristics and functioning. If a piece comes back with wear or damage it did not have when we delivered it, or without accessories it came with, and this results from handling beyond what is necessary, we may reduce your refund by that loss in value. We will explain any reduction to you.
Your refund
If you withdraw, we refund all payments we received from you for the pieces concerned, including any delivery costs, without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw.
We use the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the refund.
We may withhold the refund until we have received the piece back or you have supplied evidence of having sent it back, whichever is earlier.
Your certificate of authenticity
After your purchase, your name is registered on the piece's Vaultik certificate of authenticity. You can ask us at any time to have it removed. If you withdraw, we remove your name from the certificate once we have received the piece back.
If a piece is faulty or not as described
This is covered by the legal guarantee of conformity, which applies to every consumer purchase in the EU and is separate from your right to withdraw. Once your withdrawal period has ended you can no longer withdraw, but the legal guarantee continues: we are responsible for any lack of conformity that exists when the piece is delivered and becomes apparent within two years of delivery, and the law of the country where you live may give you more. If a piece has to come back to us under the legal guarantee, we bear the cost.
Please tell us at hello@truetosoleedit.com or through our contact form, ideally with photos. The full rules are in our Terms of service, and the EU's summary of your rights is at europa.eu/youreurope/guarantees.
Model withdrawal form
If you use this form, adding your order number helps us find your order quickly.
(complete and return this form only if you wish to withdraw from the contract)
- To TRUE TO SOLE S.R.L., Str. Iosif Vulcan nr. 7, ap. 9, Oradea, jud. Bihor, România, email hello@truetosoleedit.com:
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
- Ordered on (*)/received on (*),
- Name of consumer(s),
- Address of consumer(s),
- Signature of consumer(s) (only if this form is notified on paper),
- Date
(*) Delete as appropriate.