Refund policy

Information about your right of withdrawal

(excerpt: True to Sole General Terms and Conditions Clause 6)

Pursuant to § 20 of Government Decree 45/2014. (II. 26.), you have the right to withdraw from the Contract without giving reasons. In short, this means that under the conditions and obligations listed below, you can return the product ordered on the Website to us at your own expense (returns from Hungary via a GLS parcel locker are free of charge), and we will refund the purchase price of the product and the delivery and handling costs under the conditions set out below.

6.1 Deadline for indicating your intention to withdraw

You can notify us of your intention to withdraw as soon as we have confirmed your order; you do not need to wait until you receive the product. You must clearly inform us of your intention to withdraw within 14 calendar days of receiving the product; we recommend doing so by e-mail or in writing by registered letter. It is your responsibility to prove that you made your declaration within the deadline. You have the opportunity to declare your withdrawal within 14 calendar days from the date of receipt of the product by you or by a third party designated by you in the order. If your order contained several items and they were delivered at different times, this 14-day period starts from the date of receipt of the last delivered item of the order.

6.2 Sample declaration for withdrawal

Send us the downloadable declaration sample below, or a declaration containing the same information, either to the e-mail address support@truetosole.hu or by registered mail to the following address:

2142 Nagytarcsa, Alsó ipari krt. 11. (Pink Warehouse, Gate 1.) To: TTS HEADQUARTERS Zrt. E-mail address: support@truetosole.hu

I/we, the undersigned, declare that I/we exercise my/our right of withdrawal/termination with respect to the contract for the sale of the following product(s) or the provision of the following service: Date of conclusion of contract / date of receipt: Order or invoice number: Name of the consumer(s): Address of the consumer(s): Signature of the consumer(s): (only in the case of a statement made on paper) Dated:

6.3 Obligations and conditions when exercising the right of withdrawal

6.3.1 Confirmation of your withdrawal statement

We will confirm receipt of your withdrawal statement in writing (usually by e-mail). If you made your declaration electronically and you do not receive a confirmation from us within 3 working days, please repeat it by registered mail, attaching a copy of the e-mail you sent.

6.3.2 Product return

If the product comes with a "True to Sole Authenticity tag" certifying its authenticity, we will only accept the return of a product on which the tag is intact and has not been removed.

You must send the product back to our address at your own expense (returns from Hungary via a GLS parcel locker are free of charge) within 14 calendar days at the latest from the date of your declaration of withdrawal, using a delivery method that reliably proves the fact and time of dispatch. You must be able to prove that you have dispatched the product within the deadline.

6.3.3 Refund

If you withdraw from the Contract on the basis of the above, we will refund the full purchase price, including the standard delivery fee, within 14 calendar days of becoming aware of the withdrawal at the latest. If you have used free shipping, shipping costs will not be refunded. We would like to inform you that if you have used a more expensive delivery method than standard delivery, we will only refund the standard delivery fee. You will receive the refund in the same way as you paid it. If you expressly agree to this when we discuss it with you, we can also make the refund using a different payment method.

We would like to draw your attention to the fact that if you enter your bank account number or postal address incorrectly or inaccurately, we cannot take responsibility for any delay or failure to refund. We have the right to withhold the refund until the returned product has reached us, or until you have proven beyond all doubt that you have sent it. Of these two, we take into account the earlier date. From Hungary, you can return the product free of charge via any GLS parcel locker once our customer service has confirmed your withdrawal (details: Free returns from Hungary). If you return the product by any other method or from another country, you must bear the cost of the return; the return obligation cannot be fulfilled by a cash on delivery or "recipient pays" shipment.

6.4 Depreciation

We would like to point out that you are responsible for the depreciation resulting from use that exceeds the use necessary to determine the nature, properties and operation of the product: you are entitled to a full refund only if the product and its packaging remain undamaged, like new, in a condition that can be resold. In the case of shoes, this means an undamaged shoe box, and only clean shoes that have been tried on indoors and the complete presence of any other accessories in the box (such as shoelaces, labels, insoles, accessories). If the product you returned has visible signs of use, dirt, or its contents are incomplete, we can only refund a reduced amount. The extent of the reduction is determined based on the current condition of the product and packaging. If, due to one of the above reasons, we are unable to provide a full refund, we will contact you in writing via one of the contact details provided in the withdrawal statement or at the time of the order and inform you of the amount of the refund, together with the reasons. If you do not agree with the amount of the refund, you have the right to file a complaint as specified in the Complaints section of these GTC. 

6.5 Exclusion of the right of withdrawal

We would like to draw your attention to the fact that you cannot exercise your right of withdrawal in the cases set out in § 29 (1) of Government Decree 45/2014 (II.26.), in particular in the cases specified in points "c" and "e": (c) "in the case of a non-prefabricated product which was produced on the basis of the consumer's instructions or at the consumer's express request, or in the case of a product which was clearly personalized for the consumer; (e) "with regard to a product in closed packaging which, for reasons of health protection or hygiene, cannot be returned after it has been opened following delivery; If you pre-order a product in accordance with Clause 11 of the GTC, you likewise cannot exercise your right of withdrawal on the basis of point "a": (a) "in the case of a contract for the provision of services, after the service has been performed in full, if the business began performance with the consumer's express prior consent and the consumer acknowledged that they would lose their right of termination once the service has been performed in full;"

If the product comes with a "True to Sole Authenticity tag" certifying its authenticity and its fastening is damaged or you remove the tag, we cannot accept your withdrawal request.