Return & Refund Policy

General rule and RMA authorisation

All return requests must obtain an RMA (Return Merchandise Authorization) number from Tittron in advance. Goods returned without a valid RMA number will be rejected and returned at the Buyer’s cost.

The Buyer must notify Tittron in writing within 15 calendar days after receiving the goods if any non-conformity, shortage or manufacturing defect is found. Inspection photos, videos and the packing list must be provided for verification.

Customised products with special housing, PCB, printing or custom specifications are non-returnable and non-refundable once production has started.

Eligible cases for return or refund

Tittron accepts a return or refund only in the following situations.

• Manufacturing defects confirmed by Tittron’s quality team
• Wrong items shipped by Tittron, inconsistent with the confirmed proforma invoice or sales contract
• Quantity shortage verified before customs clearance and within the inspection window

How an approved claim is settled

For eligible cases, Tittron may choose to replace the goods, issue a partial or full refund, or issue a credit note against future orders.

Non-returnable and non-refundable situations

Return and refund will not be approved in the following situations.

• Goods damaged during international transit — the Buyer should file a claim with the freight forwarder or carrier
• Damage caused by improper installation, misuse, overvoltage, modification or unauthorised repair
• Normal wear and tear after the product has been used
• The Buyer changes their mind or cancels standard finished goods after shipment
• Goods that have been resold, assembled or processed
• The Buyer fails to submit a complaint within the 15-day inspection period
• Custom or OEM orders that have already been produced

Restocking fee and shipping cost allocation

• If Tittron approves the return of non-defective standard finished goods, which is only possible under a special agreement, a restocking fee of 20% of the order value is deducted from the refund
• For manufacturing defect returns, Tittron covers the cost of the replacement goods, while the Buyer is responsible for the inbound shipping cost of returning the defective units to the Tittron factory
• For a wrong shipment caused by Tittron, Tittron bears the outbound shipping cost of the replacement
• All international duties, VAT, customs fees and local charges are borne by the Buyer in every return scenario unless otherwise agreed in writing

Condition of returned goods

Returned products must be sent back in their original packaging, complete with all accessories, labels and serial numbers, and free from scratches, stains or physical damage. Tittron reserves the right to refuse a refund if returned goods are damaged or incomplete on receipt.

Refund processing time

Once the returned goods have been received, inspected and approved by our QC team, the refund is processed within 15 working days and issued via the original payment method. Bank transfer charges may be deducted from the refund amount.

Order cancellation before shipment

• Cancellation before production starts: the Buyer may cancel and the deposit is refunded in full
• Cancellation after material procurement or production has started: the Buyer compensates Tittron for material and production losses
• Once the goods have been shipped, the order cannot be cancelled

Warranty and returns

Product warranty is separate from this return policy. Defective products within the warranty period are handled by repair or component replacement rather than an automatic full refund. Please refer to our warranty policy for details.

How to request an RMA

To submit a return or RMA application, email [email protected] with the subject line “RMA Request - [Order No.]”.

Limitation of liability

Tittron’s total liability under any return or refund claim shall not exceed the total invoice value of the disputed goods. Tittron shall not be liable for indirect loss, lost profit, business interruption or any consequential damages.