Refund policy
Returns
As much as we would like you to be happy with your purchase, we know sometimes you may need to return items that you no longer need or aren’t quite right for your vehicle. In any case, we are more than happy to offer a refund, as long as all goods are in original condition, in original packaging, are unused and unfitted, and are deemed to be in a re-saleable condition. If you have any questions about returning an item, please contact our Customer Support team via the Contact Us page.
Return terms
Items are returned carriage paid.
Items must be received in a resaleable condition.
Items must be unused and unfitted.
Items must be returned complete with all packaging in good condition. We reserve the right to levy a charge to replace product packaging which is damaged or defaced.
Items must not be modified or tampered with.
All returns must be accompanied by the sender’s name and address, order reference number, and reason for return.
We cannot accept responsibility for returned parcels which are undelivered. Please retain proof of postage.
We only accept returns from the person who bought the item from us.
How to return
Postal return
Contact Us for a Returns Authorisation Reference.
Print and complete the Returns Form you receive with the Returns Authorisation Reference.
Repackage the item(s) securely and include any original documentation.
Return the goods to the address below. We recommend using a service that offers proof of postage.
Return address
TORQEN
Unit 3 Quarry Court
Quarry Road
Pitstone
LU7 9GW
United Kingdom
Once the parts have been received in our warehouse, your refund will be processed.
Warehouse return
Contact Us for a Returns Authorisation Reference (RMA).
Print and complete the Returns Form you receive.
Print the Proof of Return form. This will be completed by the branch and handed back to you upon return.
Repackage the item(s) securely and include any original documentation.
Return the parts to your local branch.
The branch will transfer the goods back to our central distribution centre.
Please keep your Proof of Return form. Without this, we may not be able to prove your return in the event of a claim.
Collection
To arrange for an item to be collected, please Contact Us. This is a chargeable service, unless the items are found to be faulty, or an error has been made on our part resulting in the incorrect supply of parts.
We aim to process all returns within 14 working days.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect.