Last Updated: December 26, 2024
For service-related issues, you must contact us within 48 hours of service completion to request a return, refund, or service adjustment. For cancellation of bookings, you may cancel up to 48 hours before the scheduled service date without incurring cancellation fees, subject to the terms outlined in our cancellation policy.
To be eligible for a return or refund, the following conditions must be met: (1) You must contact us within the specified return period; (2) The service issue must be documented with details and, where applicable, photographic evidence; (3) The issue must not be due to circumstances beyond our control or pre-existing conditions; (4) You must have complied with all customer responsibilities as outlined in our Terms of Use. We reserve the right to assess each case individually.
As a moving and transport service provider, return shipping costs apply when services need to be reversed or when items need to be returned to their original location due to service issues. If the return is due to our error or service failure, we will cover the return shipping costs. If the return is requested for reasons not related to our service quality, return shipping costs will be the responsibility of the customer. All return shipping arrangements must be coordinated through our team.
To initiate a return or service adjustment, please contact us at connect@trueretail.world or call us at +44 28 9568 0363. Provide your booking reference number, date of service, and a detailed description of the issue. Our team will review your request and respond within 5 business days. If approved, we will coordinate the return process, which may include scheduling a return service or processing a refund, depending on the circumstances.
Certain services and situations are not eligible for return or refund: (1) Services that have been fully completed and accepted by the customer without complaint at the time of completion; (2) Services cancelled less than 48 hours before the scheduled date, unless due to our inability to perform; (3) Issues arising from customer-provided inaccurate information or failure to meet customer responsibilities; (4) Damage or issues caused by circumstances beyond our control, including weather, road conditions, or acts of third parties; (5) Pre-existing damage to items that was not disclosed prior to service.
You may cancel your booking at any time before the scheduled service date. Cancellations made more than 48 hours in advance typically incur no charges. Cancellations made within 48 hours of the scheduled service may be subject to fees to cover preparation costs already incurred, such as vehicle allocation and crew scheduling. To cancel, contact us as soon as possible. If we are unable to perform the service due to our own circumstances, you will receive a full refund without penalty.
Once your return or refund request is approved, we will process the refund using the same payment method you used for the original transaction. Refunds typically take 5-10 business days to appear in your account, depending on your payment provider. For partial refunds, the amount will be calculated based on the specific circumstances and the portion of service that was not completed or was unsatisfactory. You will receive confirmation of the refund amount and processing timeline via email.
We guarantee that our team will handle your belongings with professional care during the moving process. If you are not satisfied with any aspect of our service, please contact us within 48 hours of your move completion. We will work with you to address your concerns and find a satisfactory resolution.
In the unlikely event that items are damaged during transport, customers should report any damage as soon as it is discovered, ideally during the unloading process or within 24 hours of delivery. We will investigate all damage claims promptly and fairly. Our insurance coverage applies to eligible claims, and we will work to resolve issues in accordance with our insurance terms.
If there are issues with the execution of your move that do not meet our service standards, we will discuss appropriate remedies with you. This may include service credits, partial refunds, or other accommodations based on the specific circumstances. Our goal is to ensure you are satisfied with the outcome.
Cancellations made with adequate notice typically incur no charges. For cancellations made close to the scheduled move date, fees may apply to cover preparation costs already incurred. If you need to cancel a booking, please contact us as soon as possible so we can discuss the options and any applicable fees.
This guarantee does not cover damage caused by circumstances beyond our control, pre-existing damage to items, or damage resulting from inadequate packing when packing services were declined. Items not properly disclosed or items of exceptional value require special arrangements and may have different terms.
If you have questions about our Return and Refund Policy, need to initiate a return, or wish to file a complaint, please contact us at connect@trueretail.world or call us at +44 28 9568 0363. Provide as much detail as possible, including your booking reference, date of service, and a description of the issue. We will respond to your inquiry promptly and work toward a fair resolution.
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