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).
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.
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.
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.
Unit A2, Harrison Trading Estate
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. Addressee has gone away
2. No Answer
3. Address Incomplete
4. Address Inaccessible
5. Addressee unknown
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.
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.
- 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.