True Gym Culture
Returns & Refunds
Every True Gym Culture item is made to order especially for you. Because we don't hold pre-made stock, our returns policy is a little different from a standard retailer — please read it carefully before ordering.
Faulty, damaged or incorrect items
Your satisfaction matters. If your item arrives damaged, defective, misprinted, or is not what you ordered, we’ll put it right with a free replacement or a full refund.
To make a claim:
- Contact us at truegymculture@gmail.com within 14 days of receiving your order (please report as soon as possible — within 7 days helps us resolve it fastest).
- Include your order number and clear photos or video showing the issue.
Once approved, we’ll arrange a replacement or refund. You won’t usually need to return a faulty item, but if we ask you to, we’ll cover the cost.
Change of mind & wrong size
Because items are custom-made to order, we’re generally unable to accept returns or exchanges for change of mind, or for ordering the wrong size or colour. Please use our size guides on each product page carefully before ordering.
If you’re unsure about sizing, message us beforeyou order and we’ll help you choose.
Your legal right to cancel (UK customers)
Nothing in this policy affects your statutory rights. Where the law gives you a right to cancel, you may cancel within the applicable cooling-off period; any such items must be returned unworn, unwashed, and in their original condition. Please contact us before returning anything so we can guide you through the process. Refunds for change-of-mind returns do not include original shipping costs. For hygiene reasons, certain items cannot be returned once opened or worn unless faulty.
Refunds
Approved refunds are issued to your original payment method. Please allow 5–10 business daysfor the refund to appear after it’s processed, depending on your bank or card provider.
Cancelling or changing an order
Because production begins quickly, please contact us as soon as possible if you need to change or cancel an order. Once an item has entered production, we may not be able to stop it.
Lost or delayed orders
If your order hasn’t arrived within the estimated delivery window (see our Shipping Policy), contact us and we’ll investigate with the carrier.
Contact
Email truegymculture@gmail.com. Please include your order number in all correspondence.
Last updated: 11 July 2026