Refund policy
TRUEPRIME CO. LLC
TruePrime Pickleball
SALES, RETURNS, WARRANTY & LIABILITY POLICY
(English / Español)
1. GENERAL TERMS OF SALE
ENGLISH
By purchasing products from TruePrime Co., you acknowledge that you have read, understood, and agreed to the policies outlined below. These policies are designed to ensure transparency, protect both the customer and the business, and maintain fair commercial practices.
TruePrime Co. reserves the right to update or modify these policies at any time without prior notice.
All purchases made through our website, invoices, local pickup, or in-person transactions are subject to these terms.
ESPAÑOL
Al realizar una compra con TruePrime Co., usted reconoce que ha leído, comprendido y aceptado las políticas descritas a continuación. Estas políticas están diseñadas para garantizar transparencia, proteger tanto al cliente como al negocio y mantener prácticas comerciales justas.
TruePrime Co. se reserva el derecho de actualizar o modificar estas políticas en cualquier momento sin previo aviso.
Todas las compras realizadas a través de nuestro sitio web, facturas, recogido local o transacciones en persona están sujetas a estos términos.
2. SALES ARE FINAL POLICY
ENGLISH
Due to the nature of sporting equipment and hygiene considerations related to grips, handles, and surfaces that come into contact with sweat and physical activity, all paddle sales are final once the product has been used.
Returns are only considered if the product meets ALL of the following conditions:
• The item is unused
• The item is in new condition
• The item is returned in the original packaging
• The return request is made within 7 days of delivery or pickup
Approved returns may be subject to a restocking fee of up to 17%.
Items showing any signs of use—including ball marks, scratches, grip wear, or cosmetic damage—are not eligible for return.
TruePrime Co. reserves the right to determine whether an item has been used.
ESPAÑOL
Debido a la naturaleza del equipo deportivo y consideraciones de higiene relacionadas con grips, mangos y superficies que entran en contacto con sudor y actividad física, todas las ventas de paletas son finales una vez que el producto ha sido utilizado.
Las devoluciones solo se considerarán si el producto cumple con TODAS las siguientes condiciones:
• El artículo no ha sido utilizado
• El artículo se encuentra en condición nueva
• El artículo se devuelve en su empaque original
• La solicitud de devolución se realiza dentro de los 7 días posteriores a la entrega o recogido
Las devoluciones aprobadas pueden estar sujetas a un cargo de reposición de hasta el 17%.
Los artículos que presenten signos de uso, incluyendo marcas de pelota, rasguños, desgaste del grip o daño cosmético, no son elegibles para devolución.
TruePrime Co. se reserva el derecho de determinar si un artículo ha sido utilizado.
3. LOCAL PICKUP POLICY
ENGLISH
Customers selecting Local Pickup must inspect their items at the time of pickup.
By accepting the product at pickup, the customer confirms that:
• The correct item was received
• The product was inspected
• The product was accepted in satisfactory condition
Once the item leaves the pickup location, it is considered accepted by the customer.
ESPAÑOL
Los clientes que seleccionen recogido local deben inspeccionar sus artículos al momento de recogerlos.
Al aceptar el producto durante el recogido, el cliente confirma que:
• Recibió el artículo correcto
• Inspeccionó el producto
• Aceptó el producto en condiciones satisfactorias
Una vez que el artículo sale del lugar de recogido, se considera aceptado por el cliente.
4. WARRANTY POLICY (MANUFACTURER WARRANTY)
ENGLISH
TruePrime Co. is a retailer. Product warranties are provided directly by the manufacturer.
Customers must retain their original purchase receipt or invoice as proof of purchase.
Warranty claims must be submitted directly to the manufacturer.
Examples include:
Holbrook Pickleball Warranty
Holbrook provides a one-year limited warranty covering major manufacturing defects for the original owner.
Demo paddles and used paddles are not eligible for warranty coverage.
Franklin Sports Warranty
Franklin Sports provides a one-year limited warranty against manufacturing defects from the original purchase date.
All warranty claims are evaluated solely at the discretion of the manufacturer.
TruePrime Co. does not process or approve warranty claims.
Demo paddles and used paddles are not eligible for warranty coverage.
ESPAÑOL
TruePrime Co. actúa como minorista. Las garantías de los productos son proporcionadas directamente por el fabricante.
Los clientes deben conservar su recibo o factura original como prueba de compra.
Las reclamaciones de garantía deben presentarse directamente al fabricante.
Ejemplos:
Garantía de Holbrook Pickleball
Holbrook ofrece una garantía limitada de un año que cubre defectos de fabricación para el propietario original.
Las paletas demo o usadas no están cubiertas por garantía.
Garantía de Franklin Sports
Franklin Sports ofrece una garantía limitada de un año contra defectos de fabricación desde la fecha de compra original.
Todas las reclamaciones de garantía son evaluadas únicamente a discreción del fabricante.
Las paletas demo o usadas no están cubiertas por garantía.
TruePrime Co. no procesa ni aprueba reclamaciones de garantía.
5. CHARGEBACK & PAYMENT DISPUTE POLICY
ENGLISH
By completing a purchase, the customer agrees not to initiate a chargeback without first contacting TruePrime Co. to resolve the matter.
Fraudulent chargebacks or disputes may result in:
• order cancellation
• account restrictions
• reporting of fraudulent activity
• legal action when applicable
TruePrime Co. maintains transaction records including invoices, order confirmations, shipment tracking, pickup confirmation, and communication logs.
These records may be used to dispute illegitimate chargebacks.
ESPAÑOL
Al completar una compra, el cliente acepta no iniciar un contracargo (chargeback) sin antes comunicarse con TruePrime Co. para intentar resolver el asunto.
Los contracargos fraudulentos o disputas injustificadas pueden resultar en:
• cancelación del pedido
• restricciones de cuenta
• reporte de actividad fraudulenta
• acciones legales cuando corresponda
TruePrime Co. mantiene registros de transacciones que incluyen facturas, confirmaciones de pedido, seguimiento de envíos, confirmaciones de recogido y registros de comunicación.
Estos registros pueden utilizarse para disputar contracargos ilegítimos.
6. DEMO PADDLE OPTION
ENGLISH
TruePrime Co. may offer a Demo Paddle Program allowing players to test paddles before purchasing.
This program is governed by a separate agreement and policy.
Customers interested in this option should refer to the Demo Paddle Program Policy.
ESPAÑOL
TruePrime Co. puede ofrecer un Programa de Paletas Demo que permite a los jugadores probar paletas antes de comprarlas.
Este programa se rige por un acuerdo y política separados.
Los clientes interesados deben consultar la Política del Programa de Paletas Demo.
7. LIMITATION OF LIABILITY
ENGLISH
By purchasing or using products sold by TruePrime Co., the customer acknowledges that participation in sports activities carries inherent risks.
TruePrime Co. shall not be liable for any injuries, damages, losses, illnesses, or accidents arising from the use or misuse of any product sold.
This includes, but is not limited to:
• physical injuries
• allergic reactions
• illness
• intoxication
• accidental harm
• death
Customers assume full responsibility for the safe use of purchased products.
ESPAÑOL
Al comprar o utilizar productos vendidos por TruePrime Co., el cliente reconoce que la participación en actividades deportivas conlleva riesgos inherentes.
TruePrime Co. no será responsable por lesiones, daños, pérdidas, enfermedades o accidentes derivados del uso o mal uso de cualquier producto vendido.
Esto incluye, entre otros:
• lesiones físicas
• reacciones alérgicas
• enfermedades
• intoxicación
• daño accidental
• muerte
Los clientes asumen plena responsabilidad por el uso seguro de los productos adquiridos.
8. ACCEPTANCE OF TERMS
ENGLISH
By completing a purchase through TruePrime Co., the customer acknowledges acceptance of these policies and terms.
ESPAÑOL
Al completar una compra a través de TruePrime Co., el cliente reconoce la aceptación de estas políticas y términos.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at rflores@trueprimeco.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
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 rflores@trueprimeco.com.
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 evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the 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 rflores@trueprimeco.com.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at rflores@trueprimeco.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
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 rflores@trueprimeco.com.
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 evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the 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 rflores@trueprimeco.com.