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Returns

At Tradenrg we have every confidence that you will be delighted with your purchase. However, in the event that you wish to return any goods purchased, then please follow the applicable policy detailed below.

Faulty Goods – within 30 days

If your goods are faulty on arrival, you have 30 calendar days in which to inform us of the fault in order to claim a full refund or exchange, (please note that for our business customers, different terms of sale apply), otherwise your return will be processed under the terms of the Manufacturers’ Warranty (See below).

To assist our customers Tradenrg is in partnership with Collect+ to provide a returns service available at over 3,000 local stores across the UK. Most stores are open 7 days a week until late. Please click the Collect+ link to find out more. Providing your return is confirmed as faulty on testing by our returns team, the return is free of charge, however there will be a charge of £5.55 made to your order if the return is not faulty.

For orders outside of the UK Mainland where our Collect+ service is not available we recommend using a postal service that provides proof of delivery and has compensation insurance for lost or damaged goods as returns are NOT our responsibility until they arrive back to us.

Parcels should be up to 50 x 30 x 30cm and no heavier than 10kg. Please note Collect+ only offers compensation to the value of £100 in the event of loss or damage to a parcel.

Goods should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method. We test returned items, and if our technicians find a returned item is not faulty or has been tampered with, we will return the item to you ( In certain circumstances, faults will need to be diagnosed by the manufacturers of the item before a replacement can be issued – i.e. memory card reading faults, handset not powering up etc.). In this instance you will be liable for the return carriage.

Goods outside 30 calendar days shall be issued with a replacement only.

Unwanted Goods – within 30 days

You can return unwanted goods within 14 calendar days of delivery and we will refund you the price paid for the goods deducting our delivery cost  – you are responsible for return postage cost.

To assist our customers Tradenrg is in partnership with Collect+ to provide a returns service available at over 3,000 local stores across the UK. Most stores are open 7 days a week until late. Please click the Collect+ link to find out more. There will be no charge made by the Collect+ store when you hand in your parcel for return back to Tradenrg, however on processing your return when received by our Returns Team, a charge of £3.55 will be made to your order to cover the cost of the Insured & fully tracked Collect+ returns postage.

For orders outside of the UK Mainland where our Collect+ service is not available we recommend using a postal service that provides proof of delivery and has compensation insurance for lost or damaged goods as returns are NOT our responsibility until they arrive back to us.

If you cannot locate a Collect+ within a reasonable distance from your home or work location then we suggest that you use an alternative courier that provides proof of postage & delivery and suitable compensation for your parcel in the event of loss of damage occurring in transit back to Tradenrg.

Parcels should be up to 50 x 30 x 30cm and no heavier than 10kg. Please note Collect+ only offers compensation to the value of £100 in the event of loss or damage to a parcel.

If you return a product to us which is used or not in a brand new condition we reserve the right to return the product to you, or charge you a re-stocking fee of 25%

Unfortunately we cannot refund, replace, or exchange certain products if the seal/packaging has been broken or opened. This is applicable to product software, all types of replacement batteries, memory, media cards. Wireless or Wired Headsets are also excluded where evidence of in-ear use has been identified; this is due to reasons of hygiene. Screen protectors cannot be returned once the protective layer for the adhesive side has been removed.

Replacements & Refunds

Where applicable, replacement or alternative items will be processed as promptly as possible, but please be aware that it may take up to 10 working days to issue the item. If an item is out of stock, it will then become a priority back order to be shipped once stock is available.

If you are eligible for a refund, we will refund you back to the payment method you used when you originally paid for your order. Please note: It is your responsibility to notify us of any changes to your card details i.e. you no longer have that account. Refunds can take up to 30 days to process. Refunds by credit card are made to the same credit card that was used for the original purchase*.

Any return that is not accompanied with the returns form or returns reference number will be held by Tradenrg for 30 days, awaiting the return of the completed form. Items that have not been reclaimed by you within this period will be disposed of after this time and will result in the return being completed without action.

*These terms do not affect your statutory rights.

DDU (Delivery Duty Unpaid) – Refusal to pay charges – Returns Policy

If you refuse to pay the any import duty levied against your shipment, resulting in the shipment being returned to Tradenrg, then all related returns charges plus a minimum administration charge of £15.00 or 25% whichever is higher  (or equivalent currency at current exchange rate) will be charged against your final refund amount.

 

Manufacturer’s Warranty

After 30 days, returned faulty items will be processed according to the manufacturer’s warranty and we will send those items to the manufacturer for repair or replacement.

For repairs/replacements under manufacturers warranty for any item except SIM-Free or pay-as-you-go mobile phones please complete our online returns form and return the faulty product to Tradenrg. Please include the reference number provided to ensure your return is processed without delay.

Please note that whilst we are able to process warranty claims on your behalf, warranty claims beyond 30 days for SIM-free handsets are resolved in the most prompt manner through your local repair centre directly. Please call us for manufacturer repair centre details.

General Handset Return Conditions

All returns should be in as new condition with screen and keypad protective film intact (where applicable). The handset must be returned packaged in the original undamaged box including the box inners as well as the phones accessories and literature that came with the phone Tradenrg cannot be held responsible for any numbers or data lost.Your return will be rendered void or will attract an administrative charge as detailed in the charges section below if:

Changes to manufacturers settings have been made
Deleting pre-installed manufacturers content such as games
Evidence of the phone being opened or attempts to tamper with fixing screws/clips
The phone or memory card contains personal data such as photos, contacts or any other downloaded content such as ringtones, games etc.
The phone is protected by the non default pin code
Seal of included licensed software has been opened
Charges

The following handling charges are applicable in instances where:

Removal of personal data £25.00
Cosmetic damaged handsets (i.e. scuffs, minor scratches etc.) £50.00
Damaged/missing handset box £20.00
Missing handset manual £14.50
Missing manufacturers/personal hands free kit £19.50
Missing leather case, in-car charger, battery, mains charger, CDROM software , data cable etc. £19.50 each
Missing free purchase bundle Retail price (as on your invoice)
In instances where personal data cannot be removed from the handset using the manufacturers reset functions or the seal of the included licensed software has been broken, your handset will be returned to you. £9.00

 

Returns Department,
GCL ,Unit G2 , Euor House 
Salmon Street
Preston
England,
PR1 4BQ
 
If you are returning an incorrectly dispatched or faulty item, the return is free of charge, however there will be a charge of £5.30 made to your order if you are returning an unwanted item. This is to cover the cost of the insured  and fully tracked Collect+ returns postage.
 
Please note that we will not be held responsible if you send us a return item via a non-tracked service and it never arrives.
 

Failed Delivery Policy

On occasions parcels identified as ‘Failed Delivery’ are returned to Tradenrg within 5-10 days of dispatch from our warehouse.

Reasons given are the following:

  1. 1. Addressee has gone away
  2. 2. No Answer
  3. 3. Address Incomplete
  4. 4. Address Inaccessible
  5. 5. Addressee unknown
  6. 6. Refused
  7. 7. Not called for

Where any of the above reasons is applicable to your order then you will be informed of the failed delivery attempt by email and if required, a request for delivery address or confirmation of delivery details that you originally provided when first placing your order.

Reasons 1 & 2

Cost of the re-delivery will be charged to you and your order will be dispatched within 48 – 72 hours from notification, unless Tradenrg receives alternative instructions.

Reason 3-5

Cost of the re-delivery will be charged to you and your order will be dispatched following confirmation of the delivery address details.

Reason 6 & 7

No action will be taken by Tradenrg until new instructions are received from you.  If after 30 days from the original dispatch date you have not contacted Tradenrg then your order will be disposed of and a recycling charge made to your account.

Note:

  • In the event the delivery address needs to be amended, please contact our Customer Relations Team within 48 hours either by Email or by phoning 08456802832 or Live Chat during our opening hours.
  • Re-delivery will be charged at the appropriate rate for the original delivery service chosen when the order was placed.
  • Recycling charges will be applicable to the product/s requiring recycling.
  • All  deliveries that are rejected at the door by the customer shall incur a £6.60 admin charge.
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