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Trustiā€ÆMetrix ā€“ ReturnsĀ &Ā Refunds
(Sigmaā€ÆMetalytics VerifiersĀ &Ā Accessories)

1. Your legal right to cancel (UKĀ &Ā EU distance sales) ā€“ 14Ā days

Under the UK Consumer Contracts Regulations and the EU Consumer Rights Directive you may cancel your order within 14Ā calendar days of the day after delivery for any reason, provided the product is unopened (factory seal intact) and in its original packaging.

  1. Email help@trustimetrix.com with your order number to obtain a CancellationĀ RMA.
  2. Return shipping costs are your responsibility unless the item is defective or we shipped in error.
  3. Weā€™ll refund the full purchase price (including our original outbound postage) within 14Ā days of receiving the goods back or of you providing proof of return, whichever is earlier.

2. Our goodwill extension ā€“ 30Ā days for unopened items

We extend the above right to 30Ā days for completely unopened products. The same conditions and process apply.

3. Returns for opened items

Once the seal is broken or the verifierā€™s internal log shows it has been powered on, the item is considered opened and nonā€‘returnable unless it is defective.

  • If the product is faulty, email help@trustimetrix.com within the periods above. We will troubleshoot with you and, if confirmed defective, arrange a free repair, replacement or refund.
  • Opened items returned because they do not perform unsupported tasks (e.g.Ā testing jewellery or scrap purity) will be refused and sent back to you at your expense.

4. Nonā€‘returnable items

  • Any verifier or accessory with signs of use, damage, firmware modification or a tampered security seal.
  • Specialā€‘order configurations or training/consultancy services once delivered.
  • Clearance or ā€œopenā€‘boxā€ units marked nonā€‘returnable at checkout.
  • Gift cards (we do not sell perishables, cosmetics or hazardous goods).

5. Return instructions (for eligible items)

  1. Contact help@trustimetrix.com to obtain an RMA and (for UK customers) a prepaid label.
  2. Pack the product securely in all original packaging, write the RMA on the outer box, and ship within 7Ā days. Parcels without an RMA will be refused.
  3. International customers: the return window stops when the carrier scans your parcel, but transit times may vary.

6. InspectionĀ &Ā refunds

  • We inspect returns within 5Ā business days of arrival and email you the result.
  • Approved refunds are issued to your original payment method within 10Ā business days; your bank or card provider may need extra time to post the credit.
  • If you have not received the refund 15Ā business days after our approval email, contact us.

7. Need help?

Weā€™re here seven days a week ā€“ just email help@trustimetrix.com with any questions before or after purchase.