Refund policy

At True Texas Merch, we’re dedicated to providing you with the best shopping experience while showcasing the iconic brands and flavors of Texas. Our returns policy covers conditions for returns, exchanges, and order cancellations to ensure clarity and transparency.

1. General Return Eligibility

  • Non-Food Merchandise: Eligible items, such as apparel, accessories, and non-food products, may be returned within 14 days of delivery for a refund, or store credit, based on the conditions listed below.
  • Packaged Food Products: Due to health and safety standards, we accept returns for food items only if they arrive damaged or defective. Please inspect food items upon arrival, and contact us within 48 hours for issues related to quality or damage.
  • Non-refundable merchandise:
    • Fudge Samples Packs
    • Nut Samplers
    • Swimwear

2. Return Conditions

  • Proof of Purchase: All returns require an online order confirmation or order number from your email receipt.
  • Condition of Items:
    • Non-Food Merchandise: Must be returned in unused, unworn, unwashed condition, with original packaging and tags.
    • Packaged Food Products: Food items must be in original packaging and unopened; returns are accepted only if they arrive damaged or defective.
  • Restocking Fee: A 15% restocking fee will apply to non-food merchandise returns unless the item is damaged, defective, or an error on our part.

3. Initiating a Return

  • Contact Customer Service: To initiate a return, email info@truetexasmerch.com with your order number and a description of the issue. Photos may be requested to expedite the process.
  • Return Authorization (RA) Number: Upon approval, you’ll receive a Return Authorization (RA) number, which is required to process your return.
  • Return Shipping: Return shipping fees are the customer’s responsibility unless the item arrived damaged, defective, or incorrect. This fee will be added to the restocking fee. Damaged packaged food items may require only photographic proof rather than physical return.

4. Refunds and Exchanges

  • Refunds: Refunds will be issued to the original payment method within 7–10 business days upon receiving and approving your returned item. Shipping fees are non-refundable unless the return is due to our error.

  • Restocking Fee: A 15% restocking fee applies to non-food merchandise returned for reasons unrelated to damage or defect.

  • Exchanges:

    • We do not offer direct exchanges. If you need a different size or item, please follow the steps below:
      • Submit a return request within the return window timeline
      • Return the item unworn, unused, and with tags attached
      • Once your return is received and approved, a refund will be issued to the original payment method
      • Place a new order at any time for the correct size or item
    • This process allows us to handle returns quick, keep inventory accurate, and get your items to you faster.

6. Damaged or Defective Items

  • If your item arrives damaged or defective, please contact us within 48 hours with a description and photos. Retain original packaging until we resolve the issue. We will provide a replacement, refund, or store credit as needed.
  • For damaged packaged food products, do not consume the product until resolution is confirmed.

6. Order Cancellations

  • Cancellation Policy: Orders may be canceled only if the fulfillment process has not begun. Contact our Customer Service team immediately if you wish to cancel.
  • Order Status: If the order is already in processing or shipped, it is no longer eligible for cancellation and must follow the standard return process if applicable.

7. Exceptions and Exclusions

  • Final Sale Items: Clearance, promotional, and final sale items are not eligible for returns or exchanges unless damaged or defective.
  • Gift Returns: If you received a gift and wish to return it, please contact us. Gift returns are eligible for store credit only.
  • Unauthorized Returns: Items returned without prior authorization may be refused and returned to the sender at their expense.

8. Policy Updates

  • True Texas Merch reserves the right to update this returns policy. Changes will be posted on our website. Please check our policy periodically for any updates.