Help & Frequently Asked Questions
Help & Frequently Asked Questions
Welcome to the Motronix Help Centre — your go-to resource for everything you need to know about orders, payments, shipping, and returns.
If you can’t find what you’re looking for, our friendly support team is here to help.
🛒 Ordering
Q: How do I place an order?
Browse our product range, choose what you need, and click Add to Cart. When you’re ready, head to checkout and follow the secure steps to complete your purchase.
Q: Can I change or cancel my order after placing it?
We process orders quickly to ensure fast shipping. If you need to change or cancel your order, please contact us within 12 hours of placing it. Once processing begins, we may not be able to make any changes.
💳 Payments
Q: What payment methods do you accept?
We offer a variety of secure and flexible payment options to make your shopping experience smooth and convenient:
Credit & Debit Cards (Visa, MasterCard, American Express)
PayPal – Pay easily with your PayPal account
Klarna – Shop now, pay later, or split your purchase into interest-free instalments
Clearpay – Spread the cost of your purchase over manageable payments
iDEAL – Trusted online banking payments for our customers in the Netherlands
All transactions are securely encrypted and processed through trusted payment gateways.
Q: Is my payment information safe?
Yes. Motronix uses SSL encryption and secure third-party processors to protect your financial data. Your payment details are never stored on our servers.
Q: Are there any hidden fees?
No — what you see is what you pay. Prices include VAT where applicable.
However, customs or import fees may apply depending on your location. These are the buyer’s responsibility.
🚚 Shipping & Delivery
Q: Where do you ship?
We currently ship to all destinations within the United Kingdom and the European Union (including the Netherlands, Germany, France, Spain, and more).
We do not currently ship outside these regions.
Q: How long does delivery take?
Estimated delivery times:
United Kingdom: 5–10 business days
European Union: 7–15 business days
Delivery times may vary based on your location, customs processing, and product availability.
Q: How can I track my order?
Once your order has shipped, we’ll email you a tracking link so you can follow your delivery in real time.
Q: Why did I receive my order in separate packages?
To ensure faster delivery, some items may be shipped separately from different warehouses. Don’t worry — all parts of your order will arrive.
💰 Returns & Refunds
Q: What is your return policy?
We accept returns within 14 days of delivery for most products, as long as they are unused, undamaged, and in their original packaging.
Some items — such as opened software, hygiene products, or personal audio devices — are non-returnable unless defective.
Q: How do I start a return?
Please contact our support team to request a Return Merchandise Authorization (RMA) before sending anything back. Returns sent without authorization will not be accepted.
Q: Who pays for return shipping?
If your item is defective or damaged, we will cover return shipping. For all other returns, customers are responsible for the shipping costs.
Q: When will I get my refund?
Once your return is received and inspected, refunds are issued within 7–10 business days to your original payment method.
Please note: shipping fees are non-refundable, and a restocking fee (up to 15%) may apply for non-defective returns.
⚙️ Products & Warranty
Q: Are your products genuine?
Yes. All our products come directly from verified and trusted manufacturers — we only sell new, authentic electronics.
Q: Do your products come with a warranty?
Most products include a manufacturer’s warranty that covers defects or faults. Warranty terms vary depending on the brand and item. If your product develops an issue, we’ll help you contact the manufacturer for support.
Q: Do you test the products before shipping?
Our suppliers conduct quality checks to ensure all electronics meet performance and safety standards before dispatch.