RETRUE WARRANTY & RETURN POLICY
RETRUE Co., Ltd. ("RETRUE", "we", "us", "our") provides a limited warranty to the original purchaser covering defects in factory workmanship and materials under normal use.
Warranty Period
The warranty period begins from:
- The date of shipment for direct manufacturer purchases, or
- The date of purchase from an authorized reseller.
(Please retain a copy of your purchase receipt for warranty verification.)
What This Warranty Covers
If your product or any associated parts are found to be defective or missing upon receipt, RETRUE will repair, replace, or refund the defective part(s) at no charge to the original purchaser. In cases where defective items must be returned, the buyer is responsible for return shipping. RETRUE will cover the shipping cost of the replacement part or item once the defect is confirmed.
- This warranty only applies to the original purchaser and is non-transferable.
- Replacement or repaired parts are covered under the original warranty period.
Technical Support
RETRUE offers continuous free technical support, including:
- Online diagnosis,
- Troubleshooting,
- Timely solutions to product issues.
Remedy Limits
Product replacement is your sole and exclusive remedy under this warranty. We shall NOT BE LIABLE for service or labor charges incurred in removing or replacing a product. IN NO EVENT WILL WE BE RESPONSIBLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES.
To process a warranty claim, please upload:
1. A copy of your purchase receipt, and
2. At least two clear photos or a video showing the issue or damaged part(s).
NOTE: Claims made more than 30 days after purchase for missing or defective parts may incur parts and shipping costs, which will be the consumer's responsibility.
What This Warranty Does Not Cover
This limited warranty DOES NOT COVER the following:
- Products outside the warranty period.
- Normal wear and tear from regular use.
- Damage resulting from:
• Abuse, misuse, negligence, or accidents.
• Overloading or exceeding rated capacity.
• Modifications, tampering, or unauthorized repairs.
• Improper installation or lack of maintenance.
• Environmental factors (e.g., rust, corrosion, extreme weather, natural disasters).
- Damage to contents, vehicles, or personal property.
- Labor charges, towing, or reinstallation costs.
- Any damage or issue resulting from non-compliance with product instructions.
- Any legal exclusions or conditions as stipulated by applicable law.
Warranty Evaluation
RETRUE reserves the right to reasonably determine whether any defect or issue qualifies under this Limited Warranty.
If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email contact@retrue.com at first.
Return & Exchange Conditions
Items returned without authorization will not be accepted. Items must be returned within 30 days after you receive them. All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. When returning or exchanging items, customers must use a shipping method providing tracking information.
NOTE:
For both online and offline purchases, please initiate the return or exchange through the original place of purchase.
(If you purchased online, follow the return or exchange process on the respective platform. For offline purchases (such as retail stores, or authorized dealers), please contact the original seller directly for return or exchange instructions and assistance.)
Non-Returnable Items
On sale items are non-refundable. Damage/Lost caused by customers is non-refundable.
General Return Process
- Initiate a return: Please email us at contact@retrue.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
- Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
- Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
Return Charge
- If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you;
- If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the freight. And a 20% restocking fee will be deducted from the refund.
Order Cancellations
- We can cancel the order for you if you contact us in time after your purchase.
- If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
- Orders can't be canceled once the parcel is shipped out.
Contact Us Freely If You Need Any Assistance!
Email: contact@retrue.com