At Tronicgate, we want you to feel confident every time you shop with us. This page explains how returns, refunds, and replacements work.
Unless an item arrived damaged in transit, anything returned to us needs to be in resalable condition, in its original packaging, with every accessory, cable, and manual included.
To help us process your return quickly, please include your order number (or auction reference, if relevant) somewhere visible on the parcel.
That's on us, and we're sorry for the mix-up.
Email us a photo of what actually arrived and we'll send a prepaid return label by post. For larger items, we'll arrange a courier pickup from your address at our cost — just let us know a good time and a contact number.
Once your returned item reaches us, we'll ship out the correct one straight away.
Get in touch as soon as possible with clear photos of the damage. Please don't dispose of the item or its packaging — a courier will need to collect it for assessment, and the courier company will contact you directly to arrange a pickup time (if nobody's home, it's fine to leave it somewhere accessible).
Whether we can process the claim depends on the courier's assessment. In the meantime, we'll send a replacement as soon as the courier confirms collection of the damaged item.
Every item is checked before dispatch, but occasionally something slips through undetected.
If a replacement is needed, we'll cover the cost of sending a new one to you. If we ask you to send the faulty item back first, we'll reimburse return postage up to what you originally paid for the item.
Once we've tested a returned item: if the fault is confirmed, we'll repair it, replace it, or — where neither is possible — refund you (including return postage) at our discretion. If testing shows no fault, we'll let you know and send the item back to you; in that case, return postage isn't refundable.
We get it — sometimes an order just isn't right anymore.
If your order hasn't shipped yet, let us know and we'll cancel it and refund you in full.
If it has already shipped, you can return it within 7 working days of receiving it, at your own cost for return shipping. The item needs to come back to us in its original condition, with all packaging and accessories included. We'll refund the order total minus shipping, gift wrapping, or any other service charges.
A quick tip: write our address on a separate label or piece of paper rather than directly on the original packaging, in case we need to reuse it.
We don't offer returns for this reason.
We put real effort into accurate photos and detailed descriptions, but it's still worth reading the full listing and checking every photo before buying. If anything about a product isn't clear, message us before you order — we're happy to answer questions in advance.
Start by tracking your parcel using the tracking number from your shipping confirmation email, or contact the courier directly.
If the estimated delivery window has passed with no updates, email us and we'll open an enquiry with the courier on your behalf. Most "missing" parcels do turn up once an enquiry is logged — if yours turns out to be genuinely lost, we'll file a claim and get a replacement moving as quickly as we can.
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.
This policy — and the rest of our terms of sale — applies alongside, not instead of, those rights. If you're purchasing for business use, or intending to re-supply, manufacture, or repair the item in trade, you agree that the Consumer Guarantees Act does not apply to your purchase.
