Refund Policy – TRB Creation

This Refund Policy describes how TRB Creation ("we", "us", or "our") handles cancellations, returns, exchanges, and refunds for purchases made from trb-creation.com. Different rules apply to standard products and certified pre-owned items — each section is labeled so you know which one covers your order.

Please contact us first. Before returning anything, email admin@trb-creation.com. Many issues can be resolved with a replacement part, troubleshooting, or another solution — without the hassle of a return shipment. Do not ship any item back before hearing from us; we will provide the return address once your case is confirmed.

Please record your unboxing. Take photos or a short video when you receive and unbox your package. This evidence is required for any claim involving damaged items, missing accessories, wrong items, or items not matching the listing description. Please also retain the item and all packaging materials until your claim is resolved.

1. Cancellation (all products)

You may cancel your order for a full refund within 48 hours of placing it, provided it has not yet been shipped. After 48 hours your order enters processing and shipping, and can no longer be cancelled. To cancel, email admin@trb-creation.com.

Pre-ordered items may be cancelled for a full refund at any time before they are shipped. If a pre-order is delayed beyond the estimated shipping time, we will notify you and offer the choice to keep waiting or cancel for a full refund.

Sourcing requests may be cancelled at any time before we confirm the item is secured — we will notify you when the item is found ("confirmed availability"). After confirmation, the order follows the standard rules below.

2. Standard product returns — 30 days from delivery

Our return window for standard (new) products is 30 days from the date your order is delivered, as confirmed by the carrier's tracking information. Contact us within 30 days of delivery to request a return — the 30-day window counts from delivery to your request, not to the parcel's arrival back at our warehouse. Once your return is approved, please ship the item back promptly using the return address we provide. If an approved return is not shipped within a reasonable time, we may cancel the return approval. For orders shipped in multiple parcels, each item's window starts from its own delivery date.

Change-of-mind returns are accepted only for unopened items: the product must be in its original sealed packaging, unused and unworn, with all accessories included. A receipt or proof of purchase is required. (This unopened-only rule is TRB Creation's own policy choice for change-of-mind returns; your statutory rights are unaffected — see "Your Statutory Rights" below.)

Once opened, a new product cannot be returned for change of mind — it can no longer be resold as new. Opened items are only eligible under Sections 4 and 11 below.

Some health and personal care items are non-returnable.

Limited-edition new products follow these standard rules. Only certified pre-owned pieces are treated differently (Section 3).

3. Certified pre-owned — different rules

Certified pre-owned items — including limited and grail pre-owned pieces — are one of a kind. They are final sale and cannot be returned or refunded for change of mind. (Your statutory rights are unaffected — see "Your Statutory Rights" below.)

Each pre-owned item is individually graded and photographed. Its condition is as shown by the condition grade, actual photos, and description on its product page. Included items (original packaging, accessories, certificates, etc.) are also as stated on the product page.

Pre-owned items are covered by the same 30-day quality service described in Section 4 (free repair or replacement for serious quality problems; missing accessories resent free of charge).

If the item you receive does not match its listing — the condition differs significantly from the grade, photos and description, or listed accessories are missing — contact us within 30 days of delivery with your unboxing photos/video. We will make it right first: resend what's missing, or offer a fair adjustment where the condition differs. Any price adjustment requires your agreement. If the issue cannot be remedied, you may return the item for a full refund, and we cover the return shipping.

Authenticity is non-negotiable. If a pre-owned item is proven not to be authentic, skip the remedy steps above: return it for an immediate full refund, and we cover the return shipping.

4. Quality issues, wrong or missing items — report within 7 days (all products)

Please report arrival issues within 7 days of delivery, with your unboxing photos/video. This 7-day reporting expectation does not shorten the 30-day protections in Sections 3 and 11, nor your statutory rights.

If you receive a defective or damaged item, the wrong item, an item that is not as described (including material, model, or specification errors), or if parts or accessories are missing:

• We will arrange a replacement or free repair first. Missing accessories will be resent free of charge.
• If a replacement is unavailable, we will issue a full refund to your original payment method.
• We cover all return shipping, reshipment, and warranty-repair shipping costs — including any necessary customs clearance fees — for quality issues and our errors.

Within 30 days of delivery, serious quality problems are covered by free repair or replacement service as described above.

5. Refunds — how long each step takes

We keep three timelines separate so you know exactly what to expect:

• Cancelled orders (§1): refunded to your original payment method within 3–5 business days of cancellation.
• Approved returns (§2–§3): once your return is received and inspected, we issue the refund within 5 business days to your original payment method.
• Sourcing / pre-order / back-order failures (§10): we initiate the refund within 3 business days of confirmation or cancellation.

How long the refund takes to appear in your account after we issue it depends on your bank or card issuer — this is separate from our processing time above, and we cannot control it.

"Full refund" means the full product amount you paid. For change-of-mind returns of standard products, the original outbound shipping cost is deducted from the refund (even where checkout shipping was free to you).

Partial refunds may apply where an item is not in its original condition, or is damaged or missing parts for reasons not due to our error.

6. Sale items

Items explicitly marked as final sale cannot be returned for change of mind. This restriction applies only to change-of-mind returns — it does not affect your remedies for quality issues, items not as described, lost parcels, unfulfillable orders (§§4, 10, 11), or your statutory rights. Ordinary discounted items that are not marked final sale follow the standard return rules.

7. Exchanges

Exchanges are available for standard products. Email us within 30 days of delivery and we will arrange the exchange. Exchanges are free of return-shipping charges when the exchange is due to our error or a quality issue; otherwise the standard change-of-mind shipping rules (§9) apply.

8. Gifts

If an item was marked as a gift when purchased and shipped directly to you, you will receive gift credit for the value of the return. If the item was not marked as a gift, or was sent to the purchaser, the refund goes to the original payment method. For quality issues, refunds always go to the original payment method, regardless of gift marking.

9. Return shipping

• Contact us before shipping anything back — we provide the return address.
• Our error, quality issues, wrong/missing items, pre-owned listing mismatches, and authenticity failures: we pay all shipping — return, reshipment, and warranty-repair legs.
• Change of mind (standard products): you pay the return shipping, and the original outbound shipping cost is deducted from your refund.
• Keep your proof of postage until the refund is complete.

10. Sourcing, pre-orders and back-orders — if we cannot fulfill

Sometimes a sourced item turns out to be unavailable, or a pre-order/back-order cannot be fulfilled. If that happens:

1. We notify you as soon as the failure is confirmed.
2. You choose one of three options: (a) a full refund to your original payment method — we initiate it within 3 business days; (b) an equal-value replacement, based on the amount you actually paid; or (c) store credit for the same amount.
3. If you prefer, loyalty points earned on the order are deducted, redeemed points are re-credited where possible, single-use coupons are reissued where possible, and gift-card amounts return to the gift card.

A pre-order delayed beyond its estimated shipping time is handled under §1: we notify you and you choose to wait or cancel for a full refund.

11. 30-day functional warranty — new products

Within 30 days of delivery, if a new product develops a functional problem under normal use, contact us with photos or video. We resolve it in this order:

1. Resend replacement parts for part-level problems.
2. Resend a replacement item where stock is available.
3. For limited or numbered pieces with no replacement stock, repair your original item so its number is preserved. Repairs are completed within a reasonable time; if repair cannot be completed, we refund you.
4. If none of the above is possible, a full refund.

We determine the appropriate remedy based on the product and the issue. Nothing in this section limits the 30-day quality service in §4 or your statutory rights.

12. Loyalty points, coupons and gift cards on refunds

• Points earned on a refunded or cancelled order are deducted from your balance.
• Redeemed points are re-credited where possible.
• Single-use coupons are reissued where possible.
• Gift-card amounts return to the gift card.
• If any of the above cannot be processed automatically in your account, contact us and we will handle it manually.

13. Your statutory rights

Nothing in this policy affects any statutory rights you may have under the laws of your jurisdiction. Where local law grants you broader rights than this policy, those statutory rights prevail over any conflicting term above.

European Union. If you buy as a consumer in the EU: you have a 14-day right to withdraw from a distance purchase without giving a reason — this applies to pre-owned goods bought from a trader as well (certain exemptions apply, e.g. sealed goods unsealed after delivery). Separately, you always have a minimum 2-year legal guarantee: if goods are faulty or not as advertised, the seller must repair or replace them free of charge, or give a price reduction or refund. A commercial warranty (such as our 30-day warranty in §11) can add to, but can never replace or reduce, this 2-year guarantee. A discount does not cancel your guarantee rights.

United Kingdom. If you buy as a consumer in the UK: under the Consumer Contracts Regulations 2013 you have a 14-day cooling-off period from receipt to cancel an online purchase for any reason — you may handle the goods as you would in a shop. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described; you have a 30-day short-term right to reject faulty goods for a full refund.

This section is a summary, not legal advice, and does not cover every market's rules. If you believe a statutory right applies to your order, contact us and we will honor it.

14. Policy updates

This policy applies to orders placed on or after its publication date. Earlier orders are governed by the policy version in effect when the order was placed.

15. Fraud and abuse

We want every genuine customer to be looked after, and we will always give you the benefit of the doubt on a first claim. However, TRB Creation reserves the right to refuse service under this policy where there is clear, documented evidence of fraud or abuse — including but not limited to falsified unboxing evidence, repeated false defect or missing-item claims across orders, or return fraud. Your statutory rights are unaffected.