Warranty / Return Terms & Conditions

newtrent support posted this on Apr 9, 2016


All New Trent products come with a limited 6-month original manufacturer warranty from the date of its original purchase.
We only cover New Trent products sold by Newtrent.com and its authorized resellers.

Buyer may choose to register the product(s) within 10 days upon product arrival to receive extended warranty coverage and support. Click here to register your item(s).
Registering your item(s) will entitle you to the below complete original manufacturer warranty coverage.

Failed to register the item(s) within 10 days upon product arrival will null the eligibility of the warranty extension.
By registering for the warranty extension, you agreed to be bound by the terms and conditions below.

We do not recommend purchasing from unauthorized resellers as we cannot guarantee authenticity.
Offers from unauthorized resellers may result in scams, counterfeit, modified, or unauthorized reselling of New Trent products.

New Trent Warranty Coverage

  • New Trent Warranty only covers New Trent products that purchased from Newtrent.com and our authorized reseller/distributor(s).

  • All New Trent products come with a limited 6-month original manufacturer warranty from the date of its original purchase. New Trent’s limited 6-month warranty covers any defect(s) in material or workmanship under normal use during the warranty period.

  • New Trent offers a limited 30 days money back guarantee.

  • To obtain warranty and customer service, you must first contact us (to initiate an RMA request) to determine the problem and the most appropriate solution for you.

  • Defective parts are required to be sent in to make claim(s) for manufacturer warranty within 30 days after purchase.

  • Replacement unit(s) or any part(s) provided assumes the remaining warranty of the original purchase of 6-months. Replacement does not extend the warranty period.

  • Individual replacement unit(s) or replacement part(s) does not carry any warranty.

  • All wholesale orders are covered under our limited 6-month original manufacturer warranty. Wholesale purchase(s) are not eligible for warranty extension.

  • Extended warranty is available by exclusive promotion campaign only; this extension will be forfeited if the participant(s) fail to register as instructed.

  • Always initiate an RMA process with the merchant you purchased the product from, as some of our authorized reseller/distributor(s) might have different terms for warranty.


  • The Limited Warranty does not cover any problem that is caused by conditions, malfunctions or damage not resulting from defects in material or workmanship.

  • Our products are designed to provide a safeguard to your mobile device(s). However, any damage to any mobile device(s) that is caused by mishandling or abuse by device's owner, it is solely device owner's liability.

  • New Trent will not price match internet-only retailers or marketplace or third-party sellers on competitor's websites.

  • New Trent will not price match product sold during a flash sale or special promotions or holiday deals.

  • New Trent reserves all right to decline any claim that is caused by conditions, malfunctions or damage not resulting from defects in material or workmanship.

  • New Trent reserves the right to terminate any warranty at any time for any reason if fraud, abuse, or violation of our terms and condition is detected.

Warranty will be voided if:

  • Product(s) purchased as 2nd hand or used

  • Damage resulted from accidental damage and/or mishandling ¹

  • Damage resulted from misuse and/or abusive action ¹

  • Damage resulted from chemical, fire, radioactive substance, poison, and/or liquid

  • Damage resulted from natural disaster

  • Damage caused by any third-party / person / device and beyond

  • Purchases made over 6 months ago

  • Services performed by unauthorized repair personnel

  • Promotional item(s)

  • Product(s) purchased from unauthorized retailer and/or distributor

¹ Please review the product manual and New Trent FAQ section for proper product use and care to avoid voided warranty.


How to initiate an RMA request

If you believe the item(s) is defective and under warranty, please submit an RMA request here, or contact us at support@newtrent.com.

Please include the following information in your email:

  1. Subject with your original purchase order ID or number

  2. Name and/or model number of your product(s)

  3. Reason(s) for your inquiry

What to expect after initiation:

  1. To initiate by sending our support team an email

  2. An automated reply with a ticket number is assigned to your case.

  3. Our customer service staff will be contacting you via email

  4. Upon correspondence, further instructions will be given

  5. An RMA number will be assigned to your case.
    Please do not send the item back without an RMA number, package(s) without an RMA number will be rejected.

  6. If a refund is expected: with packing instructions given;
    - please include all accessories, all printed materials, and unit(s) in its original packaging box to be sent back.
    - failure to include all original content will result in delay or partial refund.

  7. If replacement is expected: return item(s) will be tested to determine cause of defect , if :
    – item is NOT found defective and passes the stress test it will be returned accordingly.
    – item is defective and failed the stress test it will be replaced accordingly.


Item is eligible to receive a full refund if: item is returned and received back to us unopened within 30 days after purchase.

Item is eligible for a partial refund if: item is proven to be defective and forfeited the benefit of warranty coverage.

Shipping fee is non-refundable.


Item is eligible to receive a replacement or part if: item(s) is under warranty and proven to be partially defective. Buyer is responsible to ship the defective parts in.

Discontinued Item Warranty:

Full or partial refund will be offered if an item is discontinued or non-replaceable.

New Trent reserves all rights to determine what option is available and the eligible item to replace the discontinued model.


Please DO NOT send any item to us without contacting our Customer Support Team. All unauthorized returns will be rejected. New Trent is not liable for the whereabouts of any unauthorized return package(s). Should the unauthorized return package(s) is lost, it is solely shipper’s responsibility to claim the lost package with the carrier.


upon receiving the returned item(s), it may take up to 2-5 business days to process a refund. A notification will be sent once the transaction is processed.

upon receiving the returned item(s), it may take up to 2-5 business days for handling. Replacement item(s) will be shipped back within 2 - 5 business day.

Total turnaround time takes approximately 7-10 business days.

Discrepancies may occur and affect handling time and/or cause delays, please feel free to contact us for status if any delay occurs.


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Categories: General Info