Refund and Returns Policy

Last updated January 2023

Returns and refunds overview

Please notify us of any issues or concerns as soon as possible via email (admin@tronsys.co.uk) Using the contact us form.

If you continue to use an item after a fault develops, you may invalidate the warranty. Generally, we want you to be completely happy when you spend your hard-earned cash with us. We also appreciate sometimes things can go wrong with newly developed items we sell.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at admin@tronsys.co.uk.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@tronsys.co.uk and send your item to:

F.A.O Quality Control / CADCAM Engineer,

WHW Plastics Ltd, Therm road, HULL, HU8 7BF

( This address is not a retail outlet – we don’t have a showroom at this address ).

Shipping returns

To return your product, you should mail your product to:

F.A.O Quality Control / CADCAM Engineer,

WHW Plastics Ltd, Therm road, HULL, HU8 7BF

( This address is not a retail outlet – we don’t have a showroom at this address ).

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

General Policy Subject to the following Conditions

so here are our general policy guidelines regarding returns.

Warranty Claims – 180 Days
Faulty Items Returns – 30 Days
Change of mind returns – 30 Days

Warranty Claims – 180 days from receipt

1. We offer 180-day warranty from the day of receipt for manufacturing faults subject to the following conditions.
2. The item will be repaired or replaced.
3. We may require trouble shooting to be performed by the customer or ourselves.
4. We will pay for postage both ways in this case.

Faulty Items Returns – 30 Days from receipt

1. You have 30 days form receipt to report a faulty item for refund or replacement.
2. Note that issues due to user error, user inexperience, misuse, physical damage, or a lack of understanding of a product are not considered faults and will not qualify for return under these guidelines.
3. We may require trouble shooting to be performed by the customer or ourselves.
4. For faulty items that you need to return, we will cover the cost of return postage and also the cost to resend the repaired/new item back to you.
5. Items returned which are not faulty will be returned once return shipping is paid, there may be additional charges for diagnostic or time wasting.

Change of mind returns – 30 Days from receipt

1. You have 30 days form receipt If you want to return a working item because you changed your mind.
2. It should be in as new condition; signs of use or missing accessories may mean we cannot issue a refund.
3. The packaging can be opened (but not damaged).
4. The item must not have any damage and must not be soldered.
5. You are responsible for any costs associated with returning your item to us.
6. If you request a refund, the purchase price (excluding delivery charges) will be refunded to you (by us crediting your original payment method) once we have received the return item back and confirmed that it meets the conditions.

International returns

1. You have 30 days from receipt to change your mind about a product, and a minimum 180 day warranty for manufacturing defects. Please refer to the general policy above for more details including what can and cannot be accepted under these terms.
2. We will not cover damage or losses due to any courier or third-party error, delay or mishandling of the parcel, and may not be able to continue with returns processes where the item(s) are lost or damaged by the customer or any courier or third party.
3. You will be responsible for the return shipping fees in their entirety for Change Of Mind returns. We are not responsible for any courier or third party fees incurred for international returns or shipments. This includes customs fees, handling or admin fees, or additional shipping fees charged after the point of sale. If you return a product which has incurred additional fees, you will be responsible for recovering those fees from the appropriate parties.
4. For items returned due to manufacturing faults or missing items the original shipping fee will be refunded if a replacement item is not arranged, and can only be refunded if all items in the original order are returned for legitimate reasons and will cover up to £7 of the return shipping fee. Any additional shipping or returns fees, including but not limited to; customs fees, handling or admin fees, or additional courier fees, will need to be recovered by the customer from their respective parties and will not be considered our responsibility.