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Returns & Refunds Policy

This standalone Returns & Refunds Policy complements our Sales Terms and the EU withdrawal right. Where local consumer laws grant additional protections, those prevail.

Eligibility & Timeframes

  • Damaged/Defective on Arrival (DOA): Report within 15 calendar days of delivery. Provide photos/videos of the product and packaging (including the shipping label) so we can assess the issue.

  • Order Preparation Error: Wrong item or quantity received — report within 15 calendar days of delivery.

  • Change of Mind (EU Withdrawal Right): EU consumers may cancel within 14 days of receipt without reason (see EU Consumer Right of Withdrawal section). Return shipping is at the customer’s expense unless otherwise required by law.

What We Offer

  • DOA or Our Error: We will replace the item (subject to availability) or refund the item price. We cover return shipping where the defect/error is confirmed.

  • Change of Mind (EU 14‑day withdrawal): We refund the item price and the standard initial shipping fee once the item is received back in resalable condition. Return postage is paid by the customer.

Return Conditions

  • Items must be returned complete, in original packaging where possible, and free of excessive wear or misuse.

  • Include all accessories, manuals, and freebies.

  • For transport damage claims, keep the original packaging until your claim is resolved.

Exclusions (as permitted by law)

  • Personalised/custom items; sealed items opened when not suitable for return for health/hygiene reasons; damage due to misuse, improper handling, or modifications.

Process (RMA)

  1. Contact us at Idrake@thetruequantum.com with your order number, reason, and evidence (photos/video).

  2. We’ll issue RMA instructions and the appropriate return address (we may direct you to the nearest return centre).

  3. Ship the item using a trackable service and share the tracking number.

Refund Method & Timing

  • Refunds are issued to the original payment method.

  • Timing: typically 3–10 business days after we confirm receipt and inspection; in all cases, we comply with statutory deadlines (e.g., within 14 days for EU withdrawal, or upon proof of return shipment).

One Return for Dissatisfaction (Goodwill Limit)

  • To prevent abuse, we limit to one dissatisfaction‑based return/refund per customer under our goodwill policy. This does not limit legal rights (EU withdrawal, legal guarantees).

Wrong Address / Unclaimed Parcels

  • If a parcel is returned to us due to an incorrect address or being unclaimed, we can reship (additional postage applies) or refund the item price minus the original shipping fee, provided the item is received back in resalable condition.