DTEN Mate Wi-Fi video conferencing system

Return Policy  

Last Updated: October 2025  

At Trincos, we are committed to ensuring your complete satisfaction with every purchase.  

This Return & Refund Policy outlines the terms and conditions for returning products purchased through the Trincos platform.  
Please read the following information carefully. This policy forms part of the Trincos Terms and Conditions.  

1.Return Eligibility & Timeframes  

To be eligible for a return, your item must be in its original, factory-sealed, unused, and pristine condition, including all original packaging, accessories, documentation and serial number labels intact.  

Returns must be initiated within the specified timeframe from the original invoice date. The return window varies by product category and applicable distributor terms but will not exceed 14 days for non-defective returns unless otherwise required by applicable law. All return requests are subject to review and approval in accordance with the applicable distributor’s return policies.  

Defective Products: Customer must contact our support team promptly upon discovery of the defect. Eligibility, documentation requirement, and timeframes may vary depending on the manufacturer’s or distributor’s warranty terms.  

Non-Defective Returns: Must be initiated within fourteen (14) calendar days of the invoice date and are subject to distributor approval.  

Nothing in this policy limits any non-waivable statutory rights available under applicable law.  

2.Return Process: Step-by-Step  

a. Obtain a Return Merchandise Authorization (RMA) Number  

You must obtain a valid Return Merchandise Authorization (RMA) number from Trincos before returning any product. Returns received without a valid RMA number will be refused and returned at your expense.  

Return requests may be initiated via our Online Returns Portal or by contacting our customer support team.  

Provide your original invoice number, product details, and any supporting documentation requested.  

Issuance of an RMA number does not guarantee approval of a refund. Final approval is subject to inspection and confirmation by the applicable distributor upon receipt of the returned product.  

b. Prepare Your Shipment  

Once you have your RMA number, prepare your shipment as follows:  

Paste the RMA number clearly on the shipping product, not directly on the  packaging. 

Include only one RMA per carton. Each carton must have its own RMA number.  

For defective returns, include all relevant documentation and evidence (e.g., photos, diagnostic details, serial numbers).  

Products must be securely packaged to prevent damage in transit. Customers are responsible for loss or damage occurring during return shipment unless a prepaid label is provided by Trincos.  

c. Ship Your Return  

Ship your package to the address provided in your RMA confirmation. Using an incorrect return address may delay  or void processing.  

Address Example: 4115 Rose Lake Drive, Charlotte North Carolina 28217, United States, followed by the provided facility address.  

Note: Returns are processed through authorized distributor-operated facilities. Trincos does not operate warehouses and cannot accept in-person return drop-offs.  

3. Overgood & Unidentified Returns  

Any product returned that does not match the original RMA authorization ("Overgood") or that contains incorrect, incomplete, or unauthorized items may be returned to the sender additional processing fee, return freight charges and handling cost may apply 

4. Refund and Credit Processing  

Approved returns processed within 10–15 business days after the returned product is received, inspected, and accepted by the applicable distributor. 

Refunds will be issued to the original payment method used at the time of purchase, unless otherwise required by law.   

 Restocking fees, return shipping costs, and applicable deductions will be withheld from the refund amount where applicable.  

Trincos reserves the right to deny refunds for products that do not meet eligibility requirements, show signs of misuse, damage, alteration, or are returned outside the permitted timeframe.  

5. Return Management Portal   

Customers are encouraged to use our online Returns Management Portal for faster service, which allows:  

24/7 initiation of return requests 

Attach supporting documents (photos, invoices)  

Request for prepaid shipping labels (where eligible)  

Confirmation of submission status  

6. Contact Information  

For assistance or to initiate a return, contact our Customer Service team:  

Email : support@trincos.com

Phone : +1 888-234-1234 

Working Hours : Monday – Friday, 9:00 AM – 6:00 PM  

Before Contacting Us, please have:  

Your invoice number ready  

Product serial numbers (if applicable)  

A brief description of the issue  
 

7. Return Refusals  

Returns may be refused if:  

No valid RMA number is provided  

The return exceeds the applicable return window (14-day)  

The product shows signs of use, damage, tampering or missing components   

Original packaging, accessories, or documentation are missing   

Items returned do not match the approved RMA  

8. Policy Modifications  

This Return & Refund Policy is subject to change at Trincos’ discretion. The version in effect at the time of purchase shall govern the transaction.  

Need Help? Contact our support team before initiating a return for guidance.