Refund policy

Trust Customer Services offers a 7-day window from delivery to request a replacement or refund. Report your request within that period and retain a copy of the message. The window applies to making the request; an arranged collection or assessment may take place afterwards.

Read any product-specific conditions shown before purchase together with this policy. A special condition cannot remove remedies for defective, damaged, incorrect, or misdescribed goods where applicable law provides them. A manufacturer’s warranty may continue after the standard return window.

Contact the business if the order arrives damaged, has a manufacturing fault, differs materially from its description, includes the wrong item, or is missing an item or supplied accessory. Describe the problem accurately so the appropriate resolution can be arranged.

For a change-of-mind request, the product should be unused and complete, with its accessories, tags, manuals, and original packaging where supplied. Any exclusions for made-to-order, personalised, hygiene-sensitive, or other special items must have been disclosed before purchase. Such exclusions do not remove applicable remedies for faulty or incorrectly supplied goods.

Email info@trustelectro.com to contact Trust Customer Services. Include the following information, and wait for the return instructions before sending an item to any address:

• Your order reference, product name, and delivery date.
• The reason for the request and whether you would prefer a replacement or refund.
• A description of any damage, defect, missing part, or mismatch; relevant photos can help.
• A reachable contact number and collection address, if different from the delivery address.

A request may need a review of the supplied details, a product inspection, or technical assistance to confirm the issue. For electronics or appliances, a manufacturer or authorised service team may help identify a fault. Keep the serial number and any service report available.

An unboxing video is not a mandatory condition for raising a concern. Inspection should consider the reported problem and supporting information. If a request is not accepted, you should receive the reason and can provide further information or pursue applicable consumer remedies.

Where replacement is appropriate, it depends on stock and your agreement to the resolution. If a replacement cannot be supplied, or a refund is the applicable remedy, the return can be resolved by refund. You do not have to accept store credit in place of a refund otherwise due.

Keep the item and supplied parts together and pack them safely using the original packaging where reasonably available. Include accessories, manuals, warranty cards, and any gifts that formed part of the returned purchase. Tell the team if packaging or an accessory was missing on arrival.

For a device, back up personal information, sign out of accounts, remove SIM and memory cards, and remove activation locks before collection. Erase personal data if it is safe and possible to do so. If a fault prevents these steps, explain this before handing over the device. Do not dismantle large products or uninstall an appliance yourself where professional handling is required.

Collection or approved return-shipping instructions are confirmed after the request is reviewed. Do not send a product to an address found on packaging without confirming that it is the designated return location. Retain the collection receipt or shipping proof.

For an accepted return caused by a damaged, defective, wrong, or incorrectly described item, the customer should not bear the necessary standard return-delivery cost. For an eligible change-of-mind return, any proposed collection charge must be explained before you agree. Do not incur an independent shipping expense without confirming reimbursement arrangements.

Once a refund is approved, its amount, method, and expected processing time should be communicated for the transaction. A returned item may need to be received and checked first; cancellation of an unfulfilled order does not require a product return.

Refunds are normally directed to the original payment method. If that is not possible, an alternative must be agreed with you. The time between initiation and the credit appearing depends on the bank or payment provider. Ask for the refund reference if you need to trace it; no fixed bank-credit timeline is promised by this page.

The refund reflects the amount actually paid for the returned items, accounting for allocated discounts. Delivery and service charges should be addressed according to the reason for return and any service actually provided. Where the business cannot fulfil an order, amounts collected for the unfulfilled goods and services should be returned. Any deduction must be explained.

Request cancellation as early as possible by emailing info@trustelectro.com. Before dispatch, cancellation depends on the order’s processing status; after dispatch, interception may not be possible and the return process may apply. Any restrictions for customised goods must have been disclosed before purchase.

If the business cancels because it cannot supply an item, the payment collected for that unfulfilled item should be refunded. If money is debited but no order is confirmed, retain the payment reference and request reconciliation before attempting another payment.

For an EMI purchase, a merchant refund and closure of a financing plan may be separate steps. Check with the lender about outstanding instalments and any provider charges, and follow the agreed payment obligations until the provider confirms an adjustment.

After the standard return request window, a product may be eligible for service under its manufacturer’s warranty. Warranty duration and coverage vary by product; retain the invoice, serial number, and warranty documentation.

Damage caused by misuse, unauthorised modification, or installation contrary to the manufacturer’s instructions may fall outside a voluntary return or warranty offer. This does not affect a claim about an original defect or another remedy available under applicable law.

Keep the original request, collection receipt, assessment result, and refund reference until the matter is resolved. If the communicated timeline has passed, follow up by emailing info@trustelectro.com and identify the outstanding action.

This policy supplements applicable consumer rights. It does not prevent you from raising a complaint with an appropriate consumer redressal body or pursuing another remedy available under law.