Buyers must register their New Trent product(s) within 15 days in order to receive full original factory warranty and support. Please go to www.newtrent.com/PR or support.newtrent.com to register your product warranty.
Registering your product will entitle you to the below complete original factory/manufacture warranty coverage.
New Trent Warranty Exchange, Replacement and Refund Policy
New Trent offers a limited 30 days money back guarantee.
New Trent offers a limited 10 months original manufacturer warranty from the date of purchase.
Note: Certain Products may have different warranty period other than the stated 10 months and will be honor according to documentation record.There are no extensions to the specified limited warranty.
New Trent’s original manufacturer warranty covers all product(s) from malfunctions due to failure of parts or workmanship that is sold by Newtrent.com and its authorized resellers.
Note: Some resellers will have their own warranty coverage and will need to be contacted first prior to claiming original manufacturer warranty with New Trent.
Warranty of item will be voided if:
- Product(s) in any way is tampered with which includes: disassembly, modification, etc…
- Product(s) is accidentally damaged which includes water damage, dropping of the product, incorrect use of product, lack of maintenance, etc…
- Product(s) fails outside of the warranty period.
Please review the product manual and New Trent FAQ section for proper product use and care to avoid warranty voiding.
New Trent’s original manufacturer warranty does not cover product(s) that are not sold by Newtrent.com and its authorized resellers.
Return – Refunds
This option is only limited to the first 30 days from date of purchase. If, for any reason, you decide that New Trent’s product(s) is not for you, you can return it to us for a full refund of the product cost*.
*Note: Buyer will be responsible for return shipping fees. Original shipping will not be refunded.
Return – Replacements (same model)
This option is limited to 10 months from date of purchase. New Trent will replace any product(s) that malfunctioned due to failure of parts or workmanship.*
Product(s) returned will be tested to determine issue and defect, if:
- Item is NOT found defective and passes the stress test it will be returned accordingly.
- Item is defective and failed test it will be replaced accordingly.
Should the “cause” of the return be due to defective accessory/accessories the particular defective accessory/ accessories will be replaced and returned with product(s)
It is imperative to visit our FAQ and troubleshoot sections to determine issue before requesting a RMA.
*Note: Buyer will be responsible for return shipping fees; we will only cover the replacement shipping fees (USA orders only). Special exceptions will be limited to certain conditions and determined solely by New Trent.
Return – Exchange (different model)
Warranty coverage may include exchanges, however an exchange option is only available – if condition (1) + (2) below is met:
- Within the first 2 months from date of purchase and is an optional solution to return-replacement.
- The original device fail under workmanship or part failure.*
*Note: You will be responsible for return shipping fees. We will only cover the replacement shipping fees (USA orders only). Exchange exceptions will be limited to certain conditions and determined solely by New Trent.
International return for refund or replacement:
New Trent does not offer full international support. We are still able to refund or replace the item (within warranty limits) which has malfunctions due to the failure of parts or workmanship that are sold by Newtrent.com only.
Condition: We do not cover INTERNATIONAL returns and replacements shipping and handling fees. INTERNATIONAL buyers will be responsible for both return and replacement shipping charges. Item will need to be return in order for a refund or replacement to be processed.
Please do NOT ship any item back to us without contacting our Customer Support Team and receiving a RMA (Return Merchandise Authorization) number or your return item will not be processed.
- Items returned in this manner will be returned accordingly to return address.
- If return address is not provided, it will be held until claimed. If not claimed within 1 month, we will assume you have involuntarily given up the ownership of the item(s) and/or relinquish the right to New Trent for proper item disposal.
To avoid missing package or having your return unit deposed please contact Customer Support Team and obtain an authorization BEFORE returning any item(s).
We are not liable for any items returned and disposed due to any reason in failing to contact us after the first: initial, second : follow-up and third : final emails & calls sent during the 1 month hold time warning of the unauthorized return and request for your return shipping.
Discontinued Item Warranty:
Product(s) that have failed while under the warranty coverage, but not carried or replaceable will be exchanged for a similarly priced model. A partial refund can also be offer under special conditions*.
Note*: New Trent reserves all rights to determine what option is available and the eligible item to replace the discontinued model.
Refund: upon receiving the returned item it may take up to 2 business days to process. Once processed you will be notified of the refund, the funds may take 2-3 days to transfer over (dependent on Bank)
Replacement/exchange: upon receiving the returned item it may take up to 2 business days to process (testing), and a replacement be shipped.
Total turnaround time is dependent on shipping carrier (USPS service). Most RMA cases generally take 7-10 days (estimated) to complete from date of shipping to date of replacement received.
Exception may occur which could extend the quoted estimated time frame. It is suggested to keep in contact with us, and promptly respond back to us should an issue arise during processing so your case can be resolved accordingly with minimal delays.
The warranty is limited and it is your responsibility to contact our support team during the allotted time or immediately once the item malfunctions. Contacting us after the warranty had expired for a product that malfunction or broke within the first few months of purchase is not a valid reason to claim coverage.