Refund & Return Policy

Hardware Returns

NeoTrade AI Box hardware may be returned within 30 days of the delivery date for a refund of the hardware purchase price, subject to the following conditions:

• The unit must be in its original condition with all included accessories
• The unit must be free of physical damage caused by the customer
• Custom laser engraving is non-refundable
• Customer is responsible for return shipping costs
• A restocking fee of up to 25% may apply to units returned without defect

Software License

The NeoTrade AI software license is non-refundable. As a digital product activated upon hardware delivery, software licenses cannot be returned or transferred.

Defective Units

If your NeoTrade AI Box arrives defective or is damaged in transit, contact us within 7 days of delivery at info@trenchantcyber.com with photos and a description of the issue. We will arrange for repair, replacement, or refund at our discretion.

Warranty Claims

Hardware covered under our 1-year limited warranty will be repaired or replaced at no charge for manufacturing defects. Warranty claims do not entitle you to a cash refund. See our Terms of Service for full warranty terms.

How to Initiate a Return

Email info@trenchantcyber.com with your order number and reason for return. We will respond within 2 business days with return authorization instructions. Do not ship hardware back without prior authorization.

Refund Processing

Approved refunds will be processed to the original payment method within 10 business days of our receipt and inspection of the returned unit.

Consumer Protection

Nothing in this policy limits your rights under applicable consumer protection laws. If you are located in the EU, you may have additional rights under the Consumer Rights Directive, including a 14-day right of withdrawal for distance purchases.