Refund policy

We strive to provide high-quality products and excellent customer service. If you experience any issues with your order, we’re here to help! 

Policy Eligibility: All coverage, returns, replacements, and warranties apply only to the original purchaser. Claims or protections cannot be transferred or applied to items purchased second-hand, gifted, or resold.

📌 Table of Contents

Order Changes and Cancellations

Orders are processed daily at 5 PM PST, Monday through Friday. If you need to make changes or cancel your order, please contact us as soon as possible. We’ll do our best to help; however, once an order has been processed, we may not be able to cancel or modify it.

For example: If you place an order at 7 PM on Tuesday, you’ll have until 5 PM the next business day to request changes. If you place an order at 4:45 PM, please reach out right away, as it will be processed in 15 minutes, and we may not be able to cancel it.


Trevit Cover+

Trevit Cover+ is our optional shipping protection option, available at checkout, designed to give you extra peace of mind with your order!

All Trevit Cover+ claims must be submitted within 14 days of the delivery date.

By selecting Trevit Cover+, you’re entitled to:

✅ Free Change of Mind Return Shipping: If you decide to return an item due to a change of mind under our return policy, we’ll cover the return shipping costs. No need to print or pay for your own label — we’ve got it covered! Please note the 10% inspection and repackaging fee still applies.

✅ Lost or Stolen Package Protection: If your order is marked as delivered but you never received it, and after completing the required steps (see Delivered But Not Received section below), we’ll send a replacement to a different address, at no extra cost to you.

⚠️ Note:

  • Trevit Cover+ must be selected at checkout for coverage to apply, and it only applies to the first original order, not replacements.
  • We do not offer replacements, return shipping coverage, or theft/loss protection for orders placed without Trevit Cover+.
  • Refunds are not issued for delivered lost or stolen packages. Only replacements are provided when Trevit Cover+ is active.
  • The 10% fee to inspect, retest and repack the return still applies.


Third-Party Device Compatibility and External Hardware Limitations

Trevit Smartwatches are designed to be compatible with standard iOS and Android operating systems. However, the performance of the device is contingent upon the hardware and software integrity of the host smartphone.

  • "As-Is" Compatibility: Trevit provides The Trevit Smartwatch "as is" regarding its compatibility with third-party ecosystems. We do not warrant that the device will be compatible with all mobile handsets or that functionality will remain uninterrupted following a third-party software update (e.g., updates pushed by Apple, Google, or Samsung etc).
  • Liability for Updates: When a phone manufacturer alters their Bluetooth stack or notification permissions via a software update, there may be a temporary impact on smartwatch connectivity. Trevit is committed to monitoring these industry changes and providing workarounds where possible, but we cannot be held liable for limitations imposed by the manufacturers of your mobile device.
  • External Defects: Trevit is not responsible for connectivity issues, synchronization failures, or feature limitations caused by documented manufacturer-side defects, firmware bugs, or Bluetooth stack instabilities within the user’s smartphone (e.g., known connectivity issues specific to certain handset models or OS versions).
  • Verification: In cases where a connection issue is reported, Trevit reserves the right to request more information to determine if the fault lies with the watch itself or the host phone's firmware.
  • Non-Defect Status: Connectivity failures caused by the host device’s software or hardware do not constitute a "defective product" or warranty under this policy, and are subject to the standard 14-day return policy.

 

Warranty

We take great pride in the quality of our watches, and manufacturing defects are honestly very rare. However, if you feel something isn’t working as it should, we’re here to help get it sorted!

Every Trevit Smartwatch is backed by a 1-year warranty against manufacturer defects (non-man-made issues).

How the Process Works

Because many issues can be resolved with a quick settings adjustment or a software sync, please contact us first before filing a formal claim. We’re experts at troubleshooting and would much rather help you get your watch back on track immediately!

If we can’t fix it through troubleshooting, here is how we handle warranty claims:

  1. Research & Investigation: We’ll ask for specific information (like photos, videos, or a description of the issue), or tell you to try a few things to help us understand exactly what’s happening. We'll research the symptoms to determine if the fault is a genuine manufacturer defect or something caused by external factors.
  2. Verification: Please note that the warranty only covers faults that occur during the normal manufacturing process. It does not cover damage caused by accidents, misuse, wear and tear, or issues stemming from the host smartphone’s software (see our Connectivity section for more on that). If our investigation finds that the issue is not a manufacturer defect, the warranty claim will not be valid.
  3. Inspection: In some cases, we may ask you to return the watch to us for a physical inspection at our facility. If we suspect it's a manufacturer defect, we’ll cover the shipping costs and arrange a swift replacement.

To start a conversation about a potential warranty issue, reach out via our chat or email us at support@trevit.store. If you’re ready to file a formal claim, you can use this form.


Defective, Missing or Incorrect Items

Sometimes mistakes happen or things get a bit bumped during their journey to you. If your order arrives damaged, incorrect, or with something missing, we want to make it right as quickly as possible!

Reach Out First

Just like with warranty claims, the best first step is to contact us directly. We’ll ask for a few details (and usually some photos or a quick video of the box and the item) so we can see exactly what happened. This helps us troubleshoot if it's a simple setup issue or if we need to send a replacement straight away.

How We’ll Help

Once we’ve had a chance to look into the issue:

  1. Verification: We’ll verify the damage or error. If your item arrived defective or was the wrong model/colour, we'll get it sorted.
  2. Resolution: If the fault is on our end, we’ll offer you a free replacement or a full refund. If we need the original item back for inspection, we’ll cover the return shipping costs.
  3. Missing Items: If something was missing from your box, we’ll get the missing piece sent out to you on the double.

To get started, just hop on the chat or send an email to support@trevit.store.


Change of Mind Returns

We want you to love The Trevit Smartwatch, but we totally get that sometimes things just don’t work out!

How it works:
Change-of-mind returns can be made worry-free to our Canadian address within 14 days from delivery. Because our watches are high-quality electronics, every return goes through a careful inspection, testing, and repackaging process at our central facility. To cover these handling and processing costs, a flat 10% inspection and repackaging fee applies to all change-of-mind returns.

As a small brand, we don’t have return hubs in every country yet, so shipping is covered by you unless you've selected Trevit Cover+ at checkout.

Before you ship anything back, please reach out! Most issues are just a quick setting tweak away, and we’d much rather help you get the most out of your watch than say goodbye.

The Details:

  • Timeline: Request your return within 14 days of delivery using our return form.
  • Shipping:
    • With Trevit Cover+: We’ll send you a prepaid label. Easy!
    • Without Trevit Cover+: Return shipping is your responsibility.
  • Condition & Refunds:
    • Unused & Original Packaging in Perfect Condition: Full Refund (minus the 10% fee).
    • Used but Great Condition: Up to 85% of the purchase value.
    • Heavily Used or Minor Damage: Up to 65% of the purchase value.
    • Non-Resellable: If the watch is cracked, significantly damaged, or otherwise unsellable, we unfortunately cannot process a refund.

Refunds are processed once our team confirms the condition of the device. All refunds go back to your original payment method.


Delivered But Not Received

It is incredibly frustrating when tracking says ‘delivered’, but there is no package in sight. If your order is missing, don’t panic—here is a quick checklist to help us track it down:

  1. Wait 2 business days: Occasionally, carriers mark a package as delivered before it actually arrives.
  2. Check your surroundings: Look around your front door, mailbox, porch, garage, and side/back entrances. Ask neighbours or building staff if they've seen it.
  3. Contact your local post office or courier: Provide them with your tracking number (you'll find it on your tracking page); they may have delivery notes or GPS data showing exactly where it was left.
  4. Still missing? – Reach out to us via chat, our contact form, or at support@trevit.store. We’ll do our absolute best to help you open an investigation with the courier to see if they made a mistake.

Our Liability
As much as we’d love to personally hand-deliver every watch, once the courier confirms it’s been safely left at your address, the responsibility for its safety passes to you. Unfortunately, we can't replace orders that are stolen from your property unless you opted for Trevit Cover+ at checkout.

Trevit Cover+
If you opted for Trevit Cover+ at checkout, we have your back! To process a replacement, we will need:

  • A police report: While this may be a bit of a hassle, it’s quite important for two reasons. First, it creates an official record that allows us to process your replacement through our own insurance. Second, it helps us look out for you: if someone else ever contacts us about your watch using your order number, we can pass that information straight to the police to help their investigation. Please file this (or a mail theft claim) within 14 days of the delivery date.
  • A new address: To make sure your replacement arrives safely, we’ll ask for a different, more secure delivery address (like a work address, a friend's place or an address with a mailbox).

Once we have those details, we'll get a one-time replacement sent out to you. Please note that refunds are not issued for lost or stolen packages; only replacements are provided under Trevit Cover+.


Non-Refundable Cases

  • Orders marked as delivered in tracking.
  • Packages delayed or returned due to customer issues (wrong address, unclaimed, refused).
  • Weather & Unforeseen Carrier Delays: We are not responsible for delivery delays resulting from events beyond our control, such as severe weather, natural disasters, government actions, regional emergencies, or disruptions affecting courier operations in the destination area. The courier remains the primary point of contact for delivery updates and delays related to these events.
  • Minor colour/size variations within normal tolerance.
  • Items heavily used, damaged, or unsellable.

 

Chargeback Policy

We work hard to be fair and responsive, which is why we take chargebacks very seriously. 

Why we ask you to talk to us first:

  • It’s faster: A chargeback triggers a formal, legal process that can take up to 90 days to resolve. We can usually solve your issue in 24-48 hours.
  • We provide proof: When a dispute is filed, we provide the bank with our full policy and all documented communication (including chat logs and emails)—or the lack thereof if no attempt was made to resolve the issue with us first—to show we’ve acted in good faith.
  • It can be costly: If the bank rules in our favour after reviewing the evidence, you will remain responsible for the original purchase amount. Additionally, you will be liable for any chargeback fees the bank carries out during the process.

We’re a small team and we’re always happy to help. Let’s resolve any concerns directly so we can keep things simple and fair for everyone!


Contact Us

If you need assistance with returns, exchanges, or product issues, reach us through: