Refund and Return Policy

Our Commitment to Your Satisfaction – A Fair, Transparent, and Hassle-Free Process

At TracyVN LLC, we stand behind every product we sell. Whether you have purchased a set of Resistance Training Devices, a Balance Training Equipment mat, a Cardiorespiratory Exercise Equipment machine, or any other Exercise Equipment from our catalog, your satisfaction is our ultimate goal. We understand that buying fitness equipment online – without touching, testing, or trying it first – can feel risky. That is why we have designed a Refund and Return Policy that eliminates that risk.

Our address for all returns is:
TracyVN LLC
5441 S Macadam Ave Ste R, Portland, OR 97239

For any return-related questions, contact us immediately at:
+84987755357 (call or text) or tracydao@outlook.com.vn

Please read this policy carefully. It applies to all purchases made on tracyvn.store and is compliant with Oregon state consumer protection laws and international e-commerce best practices.

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I. The 30-Day Money-Back Guarantee (Our Core Promise)

We offer a 30-Day Money-Back Guarantee on all products, starting from the date of delivery (not the date of purchase). This applies to:

• Resistance Training Devices (bands, tubes, loops, handles, door anchors)

• Balance Training Equipment (balance pads, balance boards, wobble cushions, stability discs)

• Cardiorespiratory Exercise Equipment (exercise bikes, elliptical machines, steppers, rowing machines – see note below for large items)

• Exercise Equipment (all other accessories, mats, gloves, etc.)

What does “Money-Back Guarantee” mean?

It means that if you are not 100% satisfied with your product for any reason – or for no reason at all – you may return it within 30 days for a full refund of the purchase price (excluding original shipping charges, unless the return is due to our error). We do not ask intrusive questions. We do not pressure you to keep the item. We simply process your return and refund you via your original payment method (Stripe – credit card, debit card, Apple Pay, or Google Pay).

Exceptions to the 30-Day Window:

• Final Sale items: If a product is marked as “Final Sale” or “Clearance” on the product page, it is not eligible for return. This will be clearly displayed before you add the item to your cart.

• Gift cards: Not returnable for cash (but they never expire).

• Downloadable products: We do not sell software, but if we ever offer digital workout guides, they are non-refundable once downloaded.

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II. Eligibility Criteria for Returns

To ensure a smooth and fast refund, please follow these eligibility guidelines. Products that do not meet these criteria may be denied a refund or subject to a restocking fee (capped at 15%).

Condition of Product:

• Unused or gently used: You may open the packaging, assemble the equipment, and try it out. That is the whole point of a satisfaction guarantee. However, the product must be returned in reasonably clean condition (no pet hair, excessive sweat stains, or damage caused by misuse).

• Original packaging: We strongly encourage you to return the product in its original box with all included accessories (manuals, screws, resistance bands with their handles, etc.). If you lost the original box, any sturdy cardboard box is acceptable, provided the product is well-protected.

• Disinfected: For hygiene reasons, especially for Cardiorespiratory Equipment (bike seats, handlebars) and Balance Training Equipment (foam pads that touch bare skin), please wipe down the product with a mild disinfectant before returning. We reserve the right to refuse a refund if the product arrives in an unsanitary condition.

Time Limit:

• Your return request must be initiated within 30 calendar days of delivery. The postmark on the return package must be no later than the 30th day. We recommend using a trackable shipping method (USPS, UPS, FedEx) to prove the date.

Proof of Purchase:

• You must provide your order number (sent to your email upon purchase) or the email address used to place the order. Our system tracks every transaction via Stripe, so we can look it up. But having your order number speeds things up dramatically.

Non-Returnable Items (for safety and hygiene):

• Resistance bands that have been stretched beyond their limit: If a band shows visible tearing, over-stretching, or has snapped, that indicates misuse (e.g., using a light band for heavy deadlifts). We will evaluate such returns on a case-by-case basis.

• Personal care accessories: If we ever sell items like foam roller covers or exercise mat towels, these are final sale for hygiene reasons.

• Products damaged by obvious customer negligence: For example, if you dropped an exercise bike down a flight of stairs, we cannot refund that.

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III. How to Initiate a Return – Step-by-Step Guide

We have made the return process as simple as possible. No complicated forms. No RMA numbers that expire. Just follow these steps:

Step 1: Contact Our Returns Team

Send an email to tracydao@outlook.com.vn with the subject line:
“RETURN REQUEST – [Your Order Number] – [Product Name]”

In the body of the email, please include:

• Your full name

• Order number (e.g., #TVN-12345)

• Product(s) you wish to return

• Reason for return (optional but helpful – e.g., “too heavy resistance,” “did not fit my doorway,” “changed my mind”)

• Whether you prefer a refund to your original payment method or store credit (store credits can be processed faster and are issued as a coupon code).

Alternatively, you can call or text +84987755357 and speak to a returns agent. However, email is preferred because it creates a written record.

Step 2: Receive Return Authorization and Instructions

Within 12 business hours (usually much faster), we will reply with:

• A Return Authorization Number (RA#) – please write this clearly on the outside of your package.

• The correct return address (our Portland headquarters: 5441 S Macadam Ave Ste R, Portland, OR 97239).

• Any product-specific instructions (e.g., “for the exercise bike, please remove the pedals and fold the frame before packing”).

• A prepaid return shipping label? Not automatically. Please see “Who Pays for Return Shipping?” below.

Important: Do NOT send your return before receiving an RA#. Unauthorized returns may be refused or delayed.

Step 3: Pack and Ship the Product

• Use the original packaging if possible, or a sturdy box with sufficient padding (bubble wrap, packing peanuts, or crumpled paper).

• Include all original accessories, manuals, and any free gifts that came with the product (if you received a free resistance band set with a bike purchase, that must be returned as well).

• Write the RA# clearly on the outside of the box.

• Ship to:
  TracyVN LLC
  ATTN: Returns – RA# [Your Number]
  5441 S Macadam Ave Ste R, Portland, OR 97239

Step 4: Wait for Inspection and Refund

Once we receive your package at our Portland address:

• Inspection time: 2-5 business days (we physically open every return to verify condition).

• Refund processing: Within 48 hours of approval, we issue the refund via Stripe.

• Notification: You will receive an automated email from Stripe and a confirmation from tracydao@outlook.com.vn.

Step 5: Track Your Refund

• Credit/debit cards: 5-10 business days to appear on your statement (depends on your bank).

• Apple Pay/Google Pay: 3-7 business days, back to the same digital wallet.

• Store credit: Issued immediately as a discount code, usable on tracyvn.store.

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IV. Who Pays for Return Shipping?

This depends on the reason for the return.

Scenario A: Our Error (We Pay 100%)

• You received the wrong product (e.g., ordered red resistance bands, got blue).

• The product was defective upon arrival (e.g., balance board cracked, exercise bike display dead on arrival).

• The product was damaged in transit (e.g., box crushed, parts missing).

What we will do: We will email you a prepaid USPS/UPS return label at no cost to you. You simply print it, stick it on the box, and drop it off. We also cover the cost of shipping the replacement (if you want a replacement) or refund your original shipping charges in full.

Scenario B: Buyer’s Remorse / Changed Mind (Customer Pays)

• You decided the resistance level is not right for you (even though it matched the description).

• You found a similar product cheaper elsewhere.

• You simply do not like the color or design.

• The product does not fit your space (but we provided dimensions on the product page).

What you pay: The cost of return shipping. We recommend using a service with tracking. We do not reimburse original shipping fees in this scenario. For example, if you paid $9.99 for standard shipping, that amount is non-refundable. The product price ($49.99) is refunded.

Scenario C: Product Did Not Meet Performance Expectations (Negotiated)

• The Cardiorespiratory Equipment feels noisier than expected (though within normal range).

• The Balance Training Equipment is more challenging than expected (but not defective).

In these “gray area” cases, we may offer a partial refund (e.g., 50%) and let you keep the product, or ask you to return it at your cost. We will work with you fairly. Just talk to us at +84987755357.

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V. Defective or Damaged Products – Expedited Process

We take quality control extremely seriously. However, rare defects can happen. If you believe your product arrived defective or damaged:

Within 48 Hours of Delivery:

1. Do not use the product (using it may worsen the damage and complicate assessment).

2. Take clear, well-lit photos of:

   • The damaged area (close-up)

   • The entire product (overview)

   • The packaging box (especially any shipping labels and external damage)

3. Email everything to tracydao@outlook.com.vn with “DEFECTIVE – [Order Number]” in the subject line.

4. We will respond within 2 hours (during business hours) with one of the following solutions:

   • Replacement: We ship a new unit immediately (expedited shipping, free).

   • Partial refund (20-50%): You keep the product (if the damage is cosmetic only, e.g., a scratch on the bike frame).

   • Full refund + prepaid return label: We pay return shipping, and once the defective unit arrives, we refund you completely including original shipping.

After 48 Hours (Up to 30 Days):

• The process is the same, but we may ask for a video showing the defect (e.g., a bike making grinding noises). This is to distinguish between a true defect and normal wear-and-tear.

• We still cover return shipping if the defect is confirmed.

What is NOT considered a defect:

• Normal assembly required (you need to put screws in; missing screws are a defect, but not having them pre-installed is not).

• Resistance bands that smell like rubber (natural latex smell dissipates in 24-48 hours). If the smell is chemically and unbearable, let us know – that could be a defect.

• Balance pads that are slightly compressed after 20 uses (that is normal memory foam behavior; they should rebound within minutes).

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VI. Refund Processing Details – Via Stripe

Because all payments go through Stripe, refunds follow Stripe’s rules. Here is exactly what to expect:

Full Refund (Product + Tax + Original Shipping, if applicable)

• We initiate the refund from our Stripe dashboard.

• Stripe sends the funds back to the original payment method.

• Timeline:

  • Cards: 5-10 business days.

  • Apple Pay / Google Pay: 3-7 business days.

  • Stripe Link (saved card): same as card.

• Notification: Stripe sends an automatic email to the address used at checkout.

Partial Refund (e.g., restocking fee, damaged accessory)

• Same timeline, but for a lower amount.

• We will clearly state the partial amount in our email to you before processing.

Store Credit Refund (Expedited)

• If you choose store credit instead of cash back, we will email you a discount code for 110% of the product value (yes, we add 10% as a thank-you for your loyalty). Store credit never expires and can be used on any product, including sale items.

What about the Stripe processing fees?

• Stripe does NOT refund their original processing fees (typically 2.9% + $0.30) to us when we issue a refund. Therefore, for buyer’s remorse returns, we absorb that loss. You get back 100% of the product price, but the original fee is gone forever. We do not deduct it from your refund.

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VII. Restocking Fees – When and How Much

We hate restocking fees. Most returns are free of any fee. However, to protect our business from abuse, we may charge a 15% restocking fee in the following rare cases:

• The product is returned without its original packaging and we have to buy a new box (actual cost deducted, up to 15%).

• The product is returned with missing accessories (e.g., a resistance band set missing two bands out of five). We will deduct the retail value of the missing parts.

• The product is returned soiled or unsanitary and requires professional cleaning (e.g., sweat-stained balance board with no attempt to wipe it down).

We will always notify you before deducting any restocking fee and provide photographic evidence. If you disagree, we can negotiate or return the product to you at your expense (instead of refunding).

Never charge restocking fee for:

• Defective products

• Wrong products sent

• Damage in transit

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VIII. International Returns (Outside the USA)

We ship to many international destinations. Returns from outside the US are possible but have additional considerations.

Process:

1. Same initiation process: email tracydao@outlook.com.vn with your order number.

2. We will provide an RA# and instructions.

3. You must ship the product to our Portland, OR address (5441 S Macadam Ave Ste R, Portland, OR 97239).

Cost of Return Shipping (International):

• If our error (defect/wrong product): We will reimburse you for reasonable return shipping costs up to the amount you originally paid for shipping. For example, if you paid $30 for international shipping to France, we will reimburse up to $30. You will need to provide a receipt.

• If buyer’s remorse: You pay full return shipping costs. No reimbursement.

Customs and Duties:

• Original import duties/taxes paid are non-refundable by TracyVN. You must contact your local customs authority for duty drawback.

• When returning, mark the package as “Return of defective merchandise” to avoid being charged import fees again. We are not responsible for any taxes levied on the return shipment.

Refund Timeline for International Returns:

• Add 2-4 weeks for the item to clear customs and reach Portland. Once we receive it, refund processing is the same as domestic.

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IX. Warranty Beyond 30 Days – Our Extended Commitment

The 30-day return policy is for change-of-mind or mild dissatisfaction. However, for manufacturing defects, we provide a 1-Year Limited Warranty on all Cardiorespiratory Exercise Equipment (bikes, ellipticals, steppers) and a 6-Month Warranty on Resistance Training Devices and Balance Training Equipment.

What the Warranty Covers:

• Frame welds cracking (exercise bike frames)

• Electronic display malfunction (within 1 year)

• Resistance band snapping at the seam (not due to overstretching)

• Balance pad splitting or deflating (if air-filled)

What the Warranty Does NOT Cover:

• Normal wear and tear (e.g., foam handle grips wearing thin, band losing elasticity after 1000+ stretches)

• Damage from misuse (e.g., using a balance board as a step stool)

• Damage from improper assembly (e.g., cross-threading screws)

• Accidental damage (e.g., spilling water on an electronic display)

How to Make a Warranty Claim:

Email tracydao@outlook.com.vn with “WARRANTY – [Order Number]” and include:

• Photos or video of the issue.

• A brief description.

• Your preferred resolution (replacement part, replacement unit, or refund).

We typically respond within 24 hours. For small parts (screws, resistance band handles), we ship free of charge. For major replacements, we may ask you to return the defective unit (we provide a prepaid label).

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X. Refund Denials and Dispute Resolution

We deny refunds only in clear-cut cases:

• Return request made after 45 days from delivery (we may allow up to 60 days with a 25% restocking fee, but not beyond).

• Product returned in unsellable condition (e.g., covered in pet urine, cut with scissors).

• Product is a final sale item clearly marked.

If your refund is denied, you will receive a detailed explanation. You can:

1. Appeal: Email the founder directly at tracydao@outlook.com.vn with “APPEAL – [Order Number]” – we will review by a different team member.

2. Request the product back: You pay return shipping (to you) and we send it back.

3. File a dispute with your credit card: If you believe we violated our policy, you can initiate a chargeback via Stripe/your bank. However, please contact us first – we almost always reach a fair resolution faster.

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XI. Our Promise to You – No Fine Print Tricks

Some companies hide restocking fees, “original packaging required” traps, or 10-day return windows. TracyVN LLC does the opposite.

• No hidden restocking fees (except as explicitly described above).

• No “must be unopened” nonsense – you can try the product.

• No restocking fee for using the product reasonably.

• No return shipping fee if it’s our fault.

• No endless email loops – we reply fast.

Our address is real: 5441 S Macadam Ave Ste R, Portland, OR 97239. You can send us a letter if you prefer. Our phone +84987755357 is staffed by real people. Our email tracydao@outlook.com.vn is checked hourly.

We built this company on trust. Your trust is worth more than any single transaction. If you ever feel that we have treated you unfairly, please escalate to the founder. We will make it right.

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XII. Summary Table – Quick Reference

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XIII. Contact Us Immediately for Any Return Issue

If any step of this process is unclear, or if you feel we have made a mistake, please do not hesitate to reach out:

TracyVN LLC
5441 S Macadam Ave Ste R, Portland, OR 97239
Phone / SMS: +84987755357
Email: tracydao@outlook.com.vn
Website: tracyvn.store

Hours: 9 AM – 6 PM Pacific Time, Monday – Saturday. We also monitor urgent emails on Sunday.

We are here to help. Your health journey is important to us. We hope you love your Resistance Training Devices, Balance Training Equipment, Cardiorespiratory Exercise Equipment, and all other Exercise Equipment from TracyVN. But if not, we have made it as easy as possible to say goodbye.

Thank you for choosing TracyVN LLC.