Refunds, Cancellations & Returns Policy
Last updated: 6 January 2026
This policy explains how refunds, cancellations, and returns work for purchases made through True Observer.
1. Reembolsos
Refunds are available only where products or services have not yet been delivered or where a return is accepted under Section 3.
For services, once a report, analysis, monitoring, or any operational work has started, the order is considered in progress and refunds cannot be issued, except where required by law or where the service is not delivered as described.
Approved refunds are processed back to the original payment method. Processing time is typically 5–10 business days after approval.
2. Cancelaciones
Cancellations are only possible where the order has not yet started and no work has been scheduled, assigned, initiated, or dispatched.
If a cancellation request is received before any work begins, the order will be cancelled and a refund may be issued in accordance with Section 1.
Once any part of the service has started — including preparation, research, analysis, monitoring setup, procurement, or dispatch — the order is considered in progress y cannot be cancelled.
To request a cancellation, contact us as soon as possible and include your order number and reason for the request. We will confirm whether cancellation is still possible.
3. Returns (Physical Products)
If you purchase a physical product and change your mind, you may request a return within 14 days of delivery.
To be eligible for a return, items must be:
- Unused and in resellable condition
- Returned with all original packaging and included parts
- Accompanied by your order number
Return shipping: paid by the customer (unless the item is faulty, damaged on arrival, or incorrect).
Inspection & refund timing: once received and inspected, approved refunds are processed within 5–10 business days to the original payment method.
Faulty, damaged, or incorrect items: If your item arrives damaged, is faulty, or you receive the wrong item, contact us within 7 days of delivery with your order number and (where possible) photos. In these cases we may offer a replacement, repair, or refund, and we cover return shipping where the issue is our fault.
Digital items: Digital downloads, license keys, activation codes, and other digital items are non-returnable once delivered or accessed, unless faulty or not as described.
How to request a return/cancellation: Correo electrónico support@trueobservermedia.com with your order number, the item(s) or service, and the reason for the request. We will reply with next steps.