Returns Policy
Although every care is taken with each of our products, in the unlikely event of an item being faulty a full refund or exchange will be provided, according to your preference.
RETURNS: Returns will not be accepted without prior approval from True Vine Creations Limited. All returns must be in sellable condition. Freight for the returns will be paid by the customer/dealer. All returns are subject to a 20% restocking charge.
Special exceptions for returning your order MAY be made on a CASE-BY-CASE basis. We will NOT accept returns because the product is "too big", "too small".
Important
Please read our “Care Tips” on the care labels on our product.
Making Returns
To arrange for the return of any faulty products, please contact our customer service on info@truevinecreations.co.uk. If you have requested a refund, upon receipt of your returned goods we will provide a full refund as soon as possible, but no later than 5 working days after receiving them into our warehouse.
IMPORTANT - The product(s) must be returned in reselleable condition with all original packaging, accessories and accompanying literature. If we receive your product without the accompanying accessories and documentation, you will not get a refund or in store credit.
Please note:
When exchanging goods:
• If the items are cheaper than the items returned we will refund you the difference.
• If the items are more expensive than the ones you have returned, an additional payment will be required.
Payment Methods
You may pay by which method is more convenient for you. You may also pay electronically, if this is more convenient. We shall dispatch your goods as soon as payment is received. We shall email you when the goods are dispatched with a dispatch number for the convenience of tracking your goods.
Taxes and Import Duty
All overseas deliveries outside of the United Kingdom may be subject to local import duties and taxes and may be affected by Customs and Excise delays. Please note that True Vine Creations Limited cannot be held liable for any local import duties and taxes, or delays in customs clearance.
Our Guarantee
Our Products
We endeavor to display through this website all items in our current range. We aim to hold stock of all styles whilst a product is active. However, occasionally an item will be out of stock and if this is the case we shall inform you immediately when the order is received. Alternative products will be available or we will notify you of the expected delivery date of stock that is not available. The choice is yours.
Returning or cancelling your order
We guarantee to you to always act with kindness and understanding, if for any reason you need to return or exchange your order. Our customer service team will assist you as much as possible in providing you with the result you want.
In the unlikely event of any faults in our products, we will firstly try to repair the product. If this is not possible we can try to rectify the situation by providing replacements or full refund according to your preference given that we have been informed within the first 7 days of your purchase.
Under no circumstances will products be send back to us and a refund requested if an agent do not want to continue representing our products.
Delivery
We guarantee that we will do everything possible to ensure that your order arrives according to your delivery method and instructions. True Vine Creations Limited takes pride in providing an exceptional level of service to our customers. As part of this we guarantee that all orders received before 14h00 noon GMT Monday to Friday will be dispatched on either a Tuesday or Thursday, depending on which day comes first. Delivery dates will be dependent upon the delivery method chosen.
