Refund policy

Money Back Guarantee

We offer a money back guarantee on our MTB suspension products for orders placed from 1st April 2023. 

If you do not feel a noticeable improvement to your riding after installing our product and following our setup advice, you are entitled to return our product for a refund, subject to the following terms.

1. Before initiating a return ensure that you have carefully read and followed the installation and setup guidelines on our product page at https://trutune.co.uk/setup
2. Eligibility: Our money back guarantee is valid for private customers who have purchased our product directly from us. It is not valid for purchases made through our dealer network or any other third-party.
3. Timeframe: The money back guarantee is valid for a period of 60 days from the day the product is received.
4. Refund amount: The refund amount will be equal to the purchase price of the product, minus any shipping, handling or other applicable fees, such as import tax and duty for orders placed outside the UK
5. Returning the product: To be eligible for a refund, you must return the product in its original packaging within 30 days of the date you have requested a return (which must be within 60 days of receipt). Customers are responsible for the cost of shipping the product back to us.
6. To request a return under our money back guarantee, contact us at moneyback@trutune.co.uk stating your order number and giving a summary of your experience with our product so far, including the following details:
7. • Bike model
   • Fork model and travel
   • Fork pressure settings
   • Your weight (fully kitted)
8. When contacted we will try to help with your setup to achieve an overall improvement. If with our assistance you are still not satisfied with our product, you may return the product to the following address, making sure to include your order number displayed clearly:

1. We will approve the refund once we have received the product and we are satisfied on inspection that the product is in good condition.
2. We reserve the right to modify or terminate the money back guarantee at any time, without prior notice.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for any reason.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at info@trutune.co.uk. Please note that returns will need to be sent to the following address, including your order number displayed clearly: 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@trutune.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can issue a replacement or refund.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

UK and European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the UK or European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@trutune.co.uk.