Warranty & Returns

You have up to seven (7) calendar days from the time your order is collected/delivered to request a return by contacting us, or by dropping us an email at info@treoo.com. All return requests are subject to approval, on a case-by-case basis, at our sole discretion.

Please only request for return if the following terms & conditions are met:

• Product(s) still in its original packaging and condition, including any external packaging, shrinkwrap, labels and stickers.
• Product(s) not eartips, earpads, cables or any other accessories that may be sold in loose form, without sealed packaging
• Unopened, sealed, and unused
• No indications of being tampered with
• Valid receipt, invoice or proof of purchase
• Product serial number(s) must match that in our system records
• Not customised products (such as special orders, indent-basis-only products or personalized items)
• Not clearance sale product(s), open-box units, gift cards/certificates/vouchers, or digital product(s)
• Not new-old stocks or display sets, which are sold 'as is'
• Product(s) not shipped overseas

We are unable to accept any form of returns/refund if the original packaging is found to be opened, seals/tape cut, or if the product is used. For the avoidance of doubt, we reserve the right to refuse returns of any sold product(s) that does not meet the above return conditions or for any other reasons at all, without providing an explanation. This includes exchanging to another product, model, size or colour.

If your return request has been accepted, we will notify you accordingly via our correspondence. You shall be responsible for any return shipping/delivery fees, if applicable. Approved returns will have the eligible amount refunded only in the form of online Store Credit, after deduction of a 35% restocking fee and any other applicable fees/charges. Prevailing store credit terms and conditions shall apply.
If the returned product is discovered to not match the above qualifying terms and conditions after thorough assessment, we reserve the right to disqualify the return request, or impose a restocking fee of 50% instead, if the return were still to proceed.

If you return the product(s) purchased in-person, or have the product(s) sent back to us without first requesting a return as above, your return will not be accepted. You will be charged a logistics/delivery fee, if a further return of products back to you is necessary. Any unclaimed or undeliverable product(s) past 14 calendar days, will be discarded and strictly no refunds will be made.

Exchange

You must raise a valid reason for exchange by contacting us, or by dropping us an email at info@treoo.com within twenty four (24) hours from the time your order is collected/delivered. Request for exchange once accepted, must be done within the next three (3) calendar days, only at our premises or any other location specified by us. 

Reasons for exchange can only fall within the allowable specified reasons below, with its associated terms and conditions as follows:

1. You received the wrong product in your delivered/collected package.
    
   • You must ensure that the product(s) for exchange must still be in its original packaging, including any external packaging, shrinkwrap, labels and stickers
   • They must remain unopened, sealed, unused, and without indications of being tampered with
   • You must also have a valid receipt, invoice or proof of purchase
   • The product for exchange must also have serial number(s) matching that in our system records
     
     
2. You received a product with evidence of quality seal broken, cut or being tampered with.
   
   
   • You must have the full complete package contents, including any accessories, manuals, documentation and freebies
   • We may need up to fourteen (14) working days, to obtain a certified approval from the respective manufacturers or distributors for exchange. Below shall be some reasons that will have your exchange request rejected.
     
        a. Not all products come with manufacturer applied seals, e.g. Beyerdynamic, iBasso, Ruark Audio, etc.
        b. Seals may be cut, but later re-applied or re-taped by the manufacturer, for reasons such as software/firmware upgrade, change of package contents, quality checking, etc.
        c. Random checks by port customs, be it local or or foreign ports.
        d. Any other reasons beyond the control of our counterparts and us, but certified to be brand new by the manufacturer and/or distributor after checking.
     
     
   • You may be required to proceed to another specified location, other than our own premise at your own expense, for the unit be assessed prior to exchange, and subject to further approval.
     
     
     
3. You have received a possibly defective product upon unboxing. 
   
   
   • You must have the full complete package contents, including any accessories, manuals, documentation and freebies
   • We may need up to fourteen (14) working days, to obtain a certified approval from the respective manufacturers for exchange.
   • You may be required to proceed to another specified location, other than our own premise at your own expense, to have the unit assessed for the said defect, and subject to further approval.

We reserve the right to seek damage claim, or disqualify the product for exchange at any time.

The exchanged product must be inspected before leaving the specified premise. We will not be held liable for any other mishaps or mismatch that may occur after that. Should any defect present itself at any time afterwards, you will need to file as a warranty claim with the respective brand distributor or agent.

All exchange requests are subject to approval, on a case-by-case basis, at our sole discretion. Exchange requests for purchases made on other platforms/marketplaces will not be entertained.