Refund policy

Return & Refund Policy (United States)

At TrueVitals™, operated by True Health Co., we want you to be completely satisfied with your purchase. We offer a 30-day money-back return and refund policy on eligible products purchased directly through truevitalsusa.com.

This policy applies to orders delivered within the United States.

Return & Refund Policy Overview

We accept returns for both defective and non-defective products within 30 days of delivery, subject to the conditions outlined below. Approved refunds are issued to the original payment method.

Products that have been opened or used are eligible for return. Opening the packaging or trying the product does not disqualify it from our 30-day return policy.

Exchanges are not offered at this time.

Replacement products provided for damaged, defective, or incorrect items are not considered exchanges. These replacements are provided to resolve product, fulfillment, or transit-related issues.

Eligibility & Timeframe

  • Return window: 30 days from the delivery date

  • Eligible products: Opened and used products are eligible for return

  • Packaging: Original packaging is preferred but is not required

  • Proof of purchase: Order number or other proof of purchase is required

  • Restocking fees: None

  • Return shipping: Customer's responsibility for ordinary non-defective returns

  • Refund processing time: 5–10 business days after the return is received, inspected, and approved

Products damaged after delivery through misuse, abuse, unauthorized modification, or improper handling may be ineligible for return.

Nothing in this policy limits any consumer right or remedy that cannot legally be excluded.

Defective vs. Non-Defective Items

  • Defective, damaged, or incorrect items:
    If an item arrives damaged, defective, or incorrect, please contact us at support@truevitalsusa.com with your order number and photos when available. Once the issue is confirmed, we will provide the appropriate return instructions and offer a replacement or refund. If a return is required, TrueVitals™ will cover the applicable return shipping cost.

  • Non-defective items:
    Non-defective products may be returned within 30 days of delivery, including products that have been opened or used. Original packaging is preferred but is not required.

Products damaged after delivery through misuse, abuse, unauthorized modification, or improper handling may be refused.

Exchanges

We do not offer direct product exchanges.

Approved returns are refunded to the original payment method. If you would like a different product, you may return the original product and place a new order separately.

Replacement products provided to resolve an approved damaged, defective, or incorrect-product claim are not considered exchanges.

How to Initiate a Return

To request a return, please contact us:

Please include:

  • Your order number or other proof of purchase

  • The reason for your return

  • Photos when available for damaged, defective, or incorrect products

All returns require prior authorization and return instructions.

Please do not send a product back before contacting us. Returns sent without prior authorization may be refused or returned to the sender.

Return Packaging Requirements

  • Products must be securely packaged to prevent damage during return transit

  • Original packaging is preferred but is not required

  • All accessories and components originally included with the product should be returned with the product

  • Missing components may affect the amount of the refund, where permitted by law

  • Prior return authorization must be obtained before shipping

  • Photos may be requested for damaged, defective, or incorrect products

Return Shipping Instructions

  • Customers are responsible for arranging and paying for return shipping on ordinary non-defective returns

  • We strongly recommend using a trackable shipping service, such as USPS, UPS, or FedEx

  • Please retain your tracking number until your return has been completed

  • For confirmed damaged, defective, or incorrect products, TrueVitals™ will cover the applicable return shipping cost when a return is required

Return Address (USA)

TrueVitals™ Returns
200 Portage Rd
Niagara Falls, NY 14303
United States

Please contact support@truevitalsusa.com before sending your return. All returns require prior authorization.

Refund Process

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed to the original payment method within 5–10 business days.

Your bank, credit card issuer, or other financial institution may require additional processing time before the refund appears on your account.

Expedited-shipping charges and return-shipping costs are not refundable unless the product was damaged, defective, or incorrect, or applicable law requires otherwise.

Warranty Claims

Returns under this 30-day policy are separate from claims made under the TrueVitals™ 2-Year Limited Warranty.

If you believe your product qualifies for warranty service, please contact support@truevitalsusa.com before shipping the product.

Need Help?

We're here to help.

  • Email: support@truevitalsusa.com

  • Phone (Automated Reception): +1 403-879-0296

  • Hours: Monday–Friday, 9:00 AM–5:00 PM ET

  • Response Time: Our team typically responds within 24 hours

Our automated receptionist can take a message at any time. Our support team handles messages during the support hours above. The automated receptionist does not provide medical advice.

Business Info:
TrueVitals™ (Operated by True Health Co.)
215 Spadina Ave, Unit 401
Toronto, ON M5T 2C7
Canada

Support Email:
support@truevitalsusa.com

Phone:
+1 403-879-0296

Please note: The Toronto address above is our business contact address and is not a return address. Authorized U.S. returns should be sent to the return address listed above after contacting our support team.