Returns, Warranty and Exchange Policy
If you purchased your TRU product directly from countontru.com, you can return or exchange your fully functional and undamaged TRU product for any reason. Just notify us within 14 days of receiving your original order, and return your items within 30 days of receiving your original order.
To start a return or exchange, email us at hello@countontru.com with your order number. We’ll reply with return instructions and our returns address.
Returns should include all items from the original purchase. For a TRU Pebble set, this means the Pebble, charger, and any jewelry accessories that came with your order.
Warranty replacements (see our 1-Year Limited Warranty below) are not eligible for returns or refunds.
Shipping and handling charges from your original order, including any customs fees, are non-refundable. Refunds are issued in the same currency and to the same payment method as the original payment and reflect current exchange rates.
To exchange for a different accessory, color, or size, please email hello@countontru.com within the 14-day window, and we’ll help you swap it where stock allows. Otherwise, return your original purchase for a refund and place a new order.
1-Year Limited Warranty
What’s covered
Your TRU Pebble and charger are covered against factory defects for 1 year from the date you receive your order. If either item has a factory defect, we’ll replace it free of charge.
What’s not covered
- Jewelry: Damaged or broken jewelry, including chains, clasps, pendants, and any other accessories, is not covered by this warranty.
- Damage caused by accidents, misuse, drops, water exposure beyond the product’s stated rating, or unauthorized repairs or modifications.
- Normal wear and tear, including cosmetic scratches or marks.
- Loss or theft.
How to make a claim
Email hello@countontru.com with your order number, a description of the issue, and photos or a short video where possible. If we confirm a factory defect, we’ll send you a replacement. We may ask you to return the faulty item, and if so, we’ll cover the cost of return shipping.
Replacements
Replacement items are covered for the remainder of your original 1-year warranty period.
Your legal rights
This warranty is in addition to, and does not affect, your statutory consumer rights, including those under the UK Consumer Rights Act 2015 and applicable EU consumer law.