TrueGear is dedicated to the development of virtual reality technology. Our haptic suit product aims to enhance the interaction between players and the virtual world. Our technical team employs precise and advanced haptic feedback algorithms to provide VR players with an unprecedented gaming experience, allowing every user to feel every detail of the game. Our core goal is to bring the haptic suit to every VR player, making VR exciting and accessible, where every player is the protagonist.
Your privacy is very important to TrueGear, which is why we have created this policy to explain how we handle your personal information.
This Privacy and Security Statement outlines the types of data we collect, how we use it, and how we protect personal information collected by our products, services, apps, software, and other devices. TrueGear is a peripheral brand under Fuzhou Yiheng Technology Co., Ltd. (hereinafter referred to as TrueGear or we). The control of your personal data by TrueGear will vary depending on your relationship with us, whether you are a customer, partner, supplier, contractor, or have any other related association.
This Privacy Statement also applies to TrueGear's official website.
The following sections provide detailed information about the types of personal data we collect, how we use that data, and how we protect personal information collected by TrueGear products, services, apps, software, and other devices.
We collect data in a variety of ways to improve our products and services:
Information You Provide to Us
The data we collect depends on the products, features, and services you use, as well as any activities, business transactions, and other interactions you may have with us. This data may include the following:
• Name and Contact Data – Your name, personal or company email address, personal or company mailing address, personal or company phone number, user ID, and other similar contact details.
• Credentials – Passwords, hints, and information for authentication and account access.
• Demographic Data – Data such as your age, gender, country, and preferred language.
• Payment Data – Information required to process your orders on the TrueGear website, such as shipping address, ordered products, and contact information. When you purchase digital products, we process payment data such as transaction value, subscription content, and your Paypal, WeChat, AliPay, or Stripe ID (as applicable). We do not collect payment information or credit card numbers.
• Usage Data – Data related to your interactions with us and our products and devices, including:
o Product Usage Receipts – Data about features used, actions taken, and activities performed, such as button presses, interactions with apps, or usage duration.
o Device Data – Data related to your device and network used to connect to our products, including device operating systems, other software, device identifiers, and region/language settings.
o Other Product Data – Information from other devices and software.
o Error Reports and Performance Data – Details about issues, severity, error-related software or hardware, data about the file content being used when the error occurred, and related data from other software on your device.
o Support Data – Information about your hardware and software, as well as event details, authentication data, communications with us, and data about your computers and applications.
o Interests and Preferences – Your preferences, planned activities or routines, channels and radio stations, and services you use.
o Contacts and Relationships – If you use products that support multi-user, community, and sharing features, we may collect data about your contacts and relationships.
• TrueGear Accounts (Guest and TrueGear ID) – There are various ways to create an account based on the product or service you choose. You can choose not to create an account and provide details as a guest. In this case, we may only collect limited information, such as your name, email address, and shipping address. You can choose to create a personal TrueGear account called TrueGear ID on our website. In this case, we may collect additional information such as your name, email address, phone number, shipping address, etc., to optimize your experience. For example, enabling personalized settings and allowing you to save and recall settings, configurations, and history. A unique ID number will be assigned to your account and information. When you log in to your account, we may collect information related to your session, including login records, dates and times, the products you logged into, your account number, your device’s unique identifier, IP address, and operating system and browser version. Typically, once you log in, you remain logged in until you log out.
• Social Logins – When you log in using third-party services, we process personal data that you have consented to share through the relevant third-party platform. Please refer to the privacy statements provided by these third-party services when linking your account to understand the details of the data TrueGear receives.
• Location Data – Some products use location data for purposes such as time/date, language preferences, or legal compliance. The precision of location data may vary. Accurate location data may include your home or work address or GPS data, which we may collect when you enable location-based products or features. Inaccurate location data may include Wi-Fi or IP address-based location data or low-precision data indicating your general area, such as the city or region you are in.
• Content – We may collect information about your files and communication content to provide the products you use. We may also collect content of the information you send us, such as feedback and product reviews you write or issues and information you submit to customer support. We may contact you to understand your satisfaction with our products or services. Communications with us through phone calls or chat sessions may be monitored and recorded with your consent, in accordance with applicable laws.
Information We Collect Automatically
We collect certain types of data automatically when you interact with our website, products, and services. This information may include:
• Device and Usage Data – Information about the devices you use to access our services, including IP addresses, device identifiers, browser type, language settings, operating system, software version, usage information, and interaction with our services.
• Cookies and Similar Technologies – We use cookies, web beacons, and other tracking technologies to collect information about your usage of our website and services, analyze trends, track your movements around the site, and gather demographic data. You can manage cookie preferences through your browser settings.
• Log Data – We collect information about your interactions with our services, such as server logs, which may contain details like IP address, device type, and time of access.
How We Use the Information We Collect
We use the collected data to provide, improve, and personalize our services and products. This includes:
• Providing and Improving Products – To offer the features, functionality, and services of our products, we use the data you provide. This helps us troubleshoot issues, improve our offerings, and develop new features.
• Personalization – We use data to customize your experience with TrueGear, such as remembering preferences, suggesting relevant products, and offering personalized recommendations.
• Communication – We use your contact information to send service-related messages, respond to inquiries, provide updates on your order or subscription, and inform you about new features, products, or promotions.
• Research and Analytics – We may use data to analyze usage trends, monitor product performance, and identify areas for improvement.
• Security and Fraud Prevention – We use your data to protect the security of our services, detect and prevent fraud, and ensure compliance with legal obligations.
• Marketing – With your consent, we may send promotional offers, newsletters, and marketing messages related to TrueGear products and services. You can opt out of marketing communications at any time.
How We Share Your Information
We may share your data in the following ways:
• Service Providers – We may share your information with third-party service providers who assist us in operating our business, such as payment processors, data storage providers, customer support services, and marketing platforms.
• Legal Requirements – We may disclose your information if required by law or to respond to legal processes, such as court orders or government investigations.
• Business Transfers – In the event of a merger, acquisition, or sale of assets, your personal data may be transferred as part of that transaction. We will notify you if this occurs and explain how your data will be handled.
• Affiliated Companies – We may share information with other entities within the TrueGear and Yiheng Technology group for internal business purposes, such as marketing, customer support, and product development.
How We Protect Your Information
TrueGear takes security seriously and uses reasonable physical, technical, and administrative safeguards to protect your personal data from unauthorized access, alteration, or disclosure. These measures include encryption, secure servers, and strict access control policies. However, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee the absolute security of your data.
Data Retention
We retain your personal data for as long as necessary to fulfill the purposes outlined in this Privacy Statement, unless a longer retention period is required or permitted by law. When we no longer need your data, we will securely delete or anonymize it.
Your Rights and Choices
Depending on your jurisdiction, you may have certain rights regarding your personal data, including:
• Access and Correction – You have the right to access and update the personal information we hold about you.
• Deletion – You can request the deletion of your personal data, subject to certain exceptions (e.g., if the data is necessary for legal obligations).
• Objection to Processing – You can object to the processing of your data for certain purposes, such as direct marketing.
• Data Portability – In some cases, you can request a copy of your data in a structured, commonly used, and machine-readable format.
• Withdrawal of Consent – If we process your data based on your consent, you can withdraw your consent at any time.
You can exercise these rights by contacting us through the methods provided below.
International Data Transfers
As TrueGear operates globally, your personal data may be transferred to and processed in countries outside of your own. These countries may have different data protection laws. We take steps to ensure that your personal data is handled securely and in accordance with applicable privacy laws.
Changes to This Privacy Statement
TrueGear may update this Privacy and Security Statement from time to time to reflect changes in our practices or legal requirements. We will notify you of any significant changes by posting an updated version on our website. We encourage you to review this statement periodically to stay informed about how we are protecting your information.
Contact Us
If you have any questions or concerns about this Privacy and Security Statement or how we handle your personal data, please contact us at:
TrueGear Contact Information:
Email: [email protected]
Address: 123 Technology Park, Fuzhou, Fujian, China
TrueGear Hardware Product Limited Warranty Terms
TrueGear (Fuzhou Yiheng Technology Co., Ltd.), hereinafter referred to as "TrueGear," guarantees to the original purchaser that its hardware products are covered by a warranty for the period specified on the product packaging and/or on the website product specifications, starting from the date of purchase. Unless prohibited by applicable law, this warranty is non-transferable and applies only to the original purchaser and the original place of purchase. This warranty grants you specific legal rights, and depending on local laws, you may have other rights (including longer warranty periods).
How to Obtain Warranty Service
If you need to file a warranty claim, please first visit www.truegearhaptic.com to review the extensive support and frequently asked questions page for valuable technical information.
If you cannot find a solution on our website, please contact our community management team.
Email: [email protected]
Discord: https://discord.gg/AEexEWAhbf
Compensation Measures
If a quality issue arises during the warranty period, TrueGear's entire responsibility and the compensation rights you are entitled to will be limited to one of the following, at TrueGear's discretion:
(1) Repair or replacement of the hardware; or
(2) A refund of the amount paid, provided that you return the hardware to the location designated by TrueGear and include the sales receipt or a copy of the receipt showing the date and detailed parts. You will also be responsible for shipping and handling fees (unless prohibited by applicable law). TrueGear may also choose to repair or replace any product by providing a functionally equivalent product or using new parts, refurbished parts, or second-hand parts that are compatible with the product's technical specifications. The warranty period for the replaced hardware product will be the remaining duration of the original warranty period or thirty (30) days (whichever is longer), or any other period applicable under the laws of your jurisdiction.
This warranty does not cover failures or damages resulting from:
(1) Accidents, abuse, misuse, or any unauthorized repair, modification, or disassembly;
(2) Incorrect operation or maintenance, use not in accordance with the product instructions, or connection to an inappropriate power source;
(3) Use of non-TrueGear consumables, such as replacement batteries, except where such limitations are prohibited by applicable law;
(4) Loss of original parts provided with the TrueGear hardware product;
(5) Non-TrueGear brand parts and accessories sold with the TrueGear hardware product;
(6) Use of non-TrueGear services accessed or controlled via the TrueGear hardware product; or
(7) Abnormal wear or damage.
Under no circumstances does this limited warranty cover the replacement or compensation of non-TrueGear electronic devices or personal property. This warranty also does not cover the use of TrueGear products for non-personal commercial purposes.
Scope of Liability
TrueGear will not be liable for any special, incidental, consequential, or indirect damages, including but not limited to loss of profits, loss of income, or data loss (whether direct or indirect) or commercial losses resulting from any breach of the express or implied warranty terms related to this product, even if TrueGear has been advised of the possibility of such damages. Certain jurisdictions may not allow the exclusion or limitation of liability for special, incidental, consequential, or indirect damages, so the above limitations may not apply to you.
Implied Warranty Period
Except where prohibited by applicable law, any implied warranty of merchantability or fitness for a particular purpose related to this hardware product shall not exceed the period specified in this limited warranty. Certain jurisdictions may not allow limitations on the duration of implied warranties, so the above limitations may not apply to you.
National Statutory Rights
Consumers have legal rights under applicable national laws regarding the sale of consumer goods. These rights are not affected by this "Limited Warranty."
Other than the above, no additional warranties are provided.
No TrueGear distributor, agent, or employee is authorized to make any changes, extensions, or additions to this warranty.
Shipping and Delivery
Unless otherwise requested by the customer, orders will require a signature upon delivery (the customer will be responsible for any loss or theft of goods as a result). If the buyer is unable to sign for the initial delivery attempt, the buyer will also be responsible for any additional costs incurred due to the need for redelivery.
Full product and shipping refunds will be issued in the following cases:
• The buyer cancels the order before shipment and refuses the delivery upon arrival.
• The order was shipped incorrectly by TrueGear.
TrueGear is headquartered in Fuzhou, Fujian, China, and ships products worldwide. The risk of loss and ownership of all products ordered through this website transfers to you when the product is delivered to the carrier.
We ship brand new products. TrueGear is not responsible for any damages caused during transit. If the packaging is damaged upon receipt, the buyer should file a claim with the respective carrier.
International Purchases:
If your package is lost due to the local postal service provider or returned to us for reasons beyond our control, unfortunately, we will not be liable and cannot issue a refund.
Orders may incur additional import duties or platform service fees, depending on the laws and regulations of the recipient's country/region and the platform's rules. The customer is responsible for paying these charges.
If you have any questions, please contact our customer service team: Email: [email protected]
Discord: https://discord.gg/AEexEWAhbf
Disclaimer
1. Usage Risk Warning: As an emerging technology product, the haptic suit may pose certain risks during use. Users should follow the product manual’s instructions, use the product in moderation, and be mindful of personal safety. If any discomfort or adverse reactions occur, users should stop using the product immediately and seek medical attention.
2. Health Warning: For users with conditions such as heart disease, high blood pressure, epilepsy, etc., the use of the haptic suit may cause health issues. It is recommended to consult a doctor before use.
3. Age Restrictions: This product may not be suitable for users of all ages. Minors should obtain consent from their parents or guardians before use.
4. Environmental Requirements:
High-Temperature Environments: Using the haptic suit in high-temperature environments may increase the risk of physical discomfort. Please avoid prolonged use in excessively hot environments.
Moist Environments: Moist environments may affect the performance and safety of the haptic suit. Ensure the product is used in a dry environment.
Near Fire Sources: The haptic suit should not be used near fire sources to avoid potential fire risks.
5. Privacy Protection: During the use of the haptic suit, user physiological and behavioral data may be collected. We are committed to protecting user privacy and handling such data in accordance with relevant laws and regulations.
6. Product Liability: We will handle any damages caused by product defects according to our product warranty policy. However, we are not liable for any damages resulting from improper use or violations of the usage guidelines.
7. Disclaimer: Although we strive to ensure the safety and reliability of our products, we do not accept any responsibility for risks or damages that occur due to improper use by the user.
8. Updates and Changes: This disclaimer may be updated at any time. Users should regularly check for the latest terms.
Please read and understand this disclaimer and the user manual carefully before using the haptic suit. If you have any questions, feel free to contact our customer service team.
At TrueGear, we are committed to ensuring our customers are satisfied with their purchases. This policy outlines our return and refund conditions, designed to make the process clear and straightforward for you.
Return Eligibility
• Domestic (U.S.): TrueGear products can be returned within 30 days from the date of purchase. To be eligible for return, the product must be unopened, brand new, and unused.
• International: Please note that international buyers should check the customs regulations of their country before ordering, as additional fees may apply for products entering the country. Due to the complexity of international returns and refunds, we do not accept returns or refunds for international orders.
Return Process
• Domestic (U.S.): To initiate a return, please visit our automated return system and select your reason from the following options:
o Damaged goods (Quality issue): Proof of damage required via media upload.
o Incorrect item received (Warehouse issue): Proof of received item required via media upload.
o Changed mind (Customer choice): No further questions.
o Not as expected (Catalog issue): Inquiry on the discrepancy and proof required via media upload.
o Not as described (Catalog issue): Proof required via media upload.
o Delivered too late (Delivery issue): Proof of delay and availability required.
o Other: Specify reason in the free text box.
o Found a better price (Customer choice): No further questions.
o Missing parts (Quality issue): Proof of missing parts required via media upload.
o Unauthorized purchase: Describe the issue in the text box.
o Incorrect order: No further questions.
o Received extra items: Describe the issue in the text box.
Return Methods:
• No shipment required: For certain solutions, actual return of the product may not be necessary.
• Any carrier: You may choose any carrier for returns.
• Prepaid label provided: We provide prepaid labels for eligible returns, ensuring a trackable and worry-free return process.
• Return to designated location: Items can be returned to the specified return location.
To initiate a return process, please visit: www.truegearhaptic.com
Shipping Costs:
• Domestic (U.S.): If the return is due to our error, we will cover the return shipping costs. If the product is unopened and the return is initiated by the customer, return shipping costs will be deducted from the refund. Returns that are denied after review will require the customer to cover all shipping costs.
Restocking Fees:
• A restocking fee of 20%-50% may be applied depending on the condition of the returned product, such as defects or missing parts.
• Restocking fees will be deducted from the refund amount, except for unopened products.
Refund Process:
• Domestic (U.S.): Refunds will be processed after inspection of the product, and will be completed within 10 business days based on the original payment method, after deducting any applicable restocking fees.
Final Sale Items:
• All items are returnable unless otherwise stated in the product description.
Non-Refundable Items:
• Exceeding the Return Period: According to the return policy, return requests made after 30 days from the purchase date are generally not accepted.
• Damage or Fault Due to Improper Use by the User: If the product is damaged due to improper handling, unauthorized disassembly, modification, or failure to follow the user manual, it is usually not covered by the warranty and is not eligible for return.
• Customized or Special Edition Versions: If the customer purchases a customized version or special edition of the haptic suit that does not comply with the standard return policy, returns may not be accepted.
Refund Solutions:
• Refund to payment method: A full refund will be returned to the original payment method.
• Refund as store credit: Refund issued as store credit.
• Refund to gift card: Refund will be issued to a gift card.
Refund Delays or Issues:
• If you have not received your refund within 10 business days, please first check with your financial institution, then contact us for assistance.
Email: [email protected]
Discord: https://discord.gg/AEexEWAhbf
We hope this updated policy helps you understand your options and ensures a smooth return process. Thank you for choosing TrueGear!
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