Returns & Refunds

There are three different situations, with different rules:

• You changed your mind about an item that is not faulty: your statutory right to withdraw (cancel) within 14 days applies, subject to the exceptions in section 4. See sections 2 to 5.
• The item is faulty or not as described: your legal guarantee of conformity applies. See section 6.
• The item arrived damaged, or you received the wrong item: see section 7.

This policy does not affect your statutory rights as a consumer.

You have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or a person you nominate (other than the carrier), take physical possession of the goods.

If your order contains several items delivered separately, the 14 days run from the day you receive the last item of that order.

How to withdraw

Tell us of your decision before the 14 days end by a clear statement, by email to support@tronixmalta.com, including your order number and the item(s) you are returning. You may use the model withdrawal form in section 8, but you do not have to. It is enough to send your notice before the period ends.

Please send the goods back, or hand them over to us or a person we authorise, without undue delay and in any event no later than 14 days after you tell us you are withdrawing. The deadline is met if you send the goods before the 14 days end.

Please contact us before sending anything, so we can tell you where to send it. Return address: [To be confirmed: returns address, and whether returns go to Malta or elsewhere]

Return costs. Unless an item is faulty, damaged or not as described, you are responsible for the direct cost of returning items for change-of-mind cancellations. If an item is faulty or delivered in error, Tronix covers all return and collection costs in full.

You may handle the goods as you would in a shop to establish their nature, characteristics and functioning. You may be liable for any reduction in the value of the goods resulting from handling beyond what is necessary for that. Please return items with their accessories and, where reasonably possible, in their original packaging.

The right to withdraw does not apply, as permitted by law, to:

• sealed goods that are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery. In our range this can include items such as shavers, hair trimmers, epilators and baby teethers;
• goods made to your specifications or clearly personalised;
• goods that, after delivery, have become inseparably mixed with other items by their nature;
• sealed audio or video recordings or sealed computer software that have been unsealed after delivery.

These exceptions only affect change-of-mind returns. They never limit your rights if an item is faulty, damaged or not as described.

If you withdraw, we will refund all payments received from you for the returned items, including the cost of standard delivery (if you paid one), without undue delay and no later than 14 days after the day we are informed of your decision to withdraw.

• We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.
• If you chose a delivery method more expensive than our least expensive standard delivery, we only refund the cost of standard delivery.
• We refund using the same payment method you used for the order (processed through Stripe), unless you expressly agree otherwise. You will not be charged any fee for the refund.
• We may deduct an amount for any reduction in value caused by handling the goods beyond what was necessary, as described in section 3.

The time it takes for a refund to appear on your statement depends on your bank or card issuer.

We must supply goods that conform with the contract: matching their description, fit for their purpose and of the quality you can reasonably expect. Under Maltese law you have a legal guarantee of conformity for at least two years from delivery. For at least the first year after delivery, a fault that appears is presumed to have existed at delivery unless shown otherwise.

If an item does not conform, you are entitled, free of charge:

• to have it repaired or replaced, at your choice unless the chosen remedy is impossible or disproportionate;
• to a proportionate price reduction or to end the contract and receive a refund, where repair or replacement is not possible, not carried out within a reasonable time or without significant inconvenience, or the problem is serious.

Please contact us at support@tronixmalta.com with your order number, a description of the problem and, if possible, photos. We will cover the reasonable cost of returning a non-conforming item and of sending a repaired or replacement item. Please don’t send anything back until we have told you where to send it.

Normal wear and tear, damage caused by misuse or accidents after delivery, or failure to follow the instructions are not lack of conformity.

If an item arrives damaged, if parts are missing, or if you receive the wrong item, please tell us as soon as possible at support@tronixmalta.com, with your order number and photos of the item and packaging. This helps us resolve it quickly with our delivery partners; it does not shorten your legal rights.

We will put it right at no cost to you, by sending the correct or a replacement item or, if that is not possible, a refund. If you received an item you did not order, please keep it safe and do not use it until we have arranged its return at our cost.

If an item in your order has not arrived, remember that items may be delivered separately. If an item is overdue, contact us and we will look into it.

Complete and send this form only if you wish to withdraw from the contract. You may copy it into an email.

For anything about returns or refunds, email support@tronixmalta.com. If we cannot resolve a complaint, you may contact the Office for Consumer Affairs of the Malta Competition and Consumer Affairs Authority (MCCA) or the Consumer Claims Tribunal. See also our Terms & Conditions.