Refund policy

 

We value our customers and are committed to providing excellent service. Please read the following policy to understand how we handle returns, refunds, and the conditions under which each applies.

1. General Terms

(1) Scope: This policy applies to all products purchased through our official website.

(2) Purpose: To ensure our customers have a smooth and fair process for returns, refunds, and exchanges.

2. Order Cancellation Policy

(1) Free Cancellation Window: Orders can be canceled within 6 hours of placing the order at no charge.

(2) Shipped Orders: Once the order has been shipped, it cannot be canceled.

3. Return and Refund Process

A. Return and Refund (Product Return Required)

This process applies if you need to return the item.

(1) Return Window: Returns are accepted within 90 days of receiving the product, provided the item is unused and in its original packaging.

(2) Applicable Situations for Return and Refund:

  • The product has no quality issues, but the customer no longer wants it.
  • The product was purchased due to an incorrect fitment or misunderstanding of product details.
  • Wrong Item Shipped: If we shipped the wrong item, it is eligible for return and refund.

(3) Return Process:

  • Contact Customer Service: Email us at support@rt-tcz.com with your order number, product photos/videos, and packaging condition to confirm the return.
  • Return Confirmation: After confirmation, you will receive a return label and the correct return address. Do not return the item to the original shipping address; the correct return address will be sent by email.
  • Return Condition: The item must be returned in its original unused condition, including complete packaging and accessories.

(4) Return Shipping Costs:

  • Customer’s Responsibility:
    If the return is due to reasons not related to product quality, such as ordering the wrong item, purchasing by mistake, choosing the wrong model, or simply no longer needing the product, the customer is responsible for the return shipping costs.
  • Our Responsibility:
    If the product is defective or the wrong item was shipped, we will provide a return label and cover the return shipping costs.

B. Refund-only Process (No Return Required)

This process applies if you do not need to return the product but only need a refund.

(1) Applicable Situations for Refund-only:

  • Damaged Items: If the item you received is damaged or defective, contact customer service within 7 days and provide photos or videos of the damaged item.
  • Missing Parts: If parts are missing from your order, please provide photos or videos. We will send the missing parts or offer a partial refund.
  • Non-working or Defective Items: If the item is not functioning properly or is defective, contact customer service for troubleshooting. If the item remains defective and cannot be repaired locally, we will offer a refund or replacement without requiring the return of the item.

(2) Refund Process:

  • PayPal Refunds: Refunds via PayPal will typically be processed within 24 hours and should appear in your account shortly.
  • Credit Card Refunds: Refunds to credit cards may take 7-15 business days, depending on the processing time of your credit card company and intermediaries.
  • Note: We’ll process the refund after we inspect the returned item (if applicable). If you haven’t received the refund after 15 days from your claim, please contact us.

4. Non-returnable Items

We do not accept returns for products damaged due to unauthorized maintenance, misuse, collision, negligence, or abuse.

5. Price Fluctuation Disclaimer

The price of the products on our website will fluctuate based on cost changes, and we will not refund any price difference caused by these fluctuations.