Return and Refund Policy

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!