Refund policy

Last updated: 20 August 2026

At Torque Haus, we want you to be happy with your purchase. If something isn't right, please contact us and we'll do our best to resolve it.

This policy explains your rights when cancelling an order, returning an unwanted product or reporting a faulty, damaged or incorrect item.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Cancelling or Returning an Online Order

If you are a UK consumer purchasing online, you generally have the right to change your mind and cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving your order.

Once you have told us that you wish to cancel, you then have a further 14 days to return the goods to us.

To request a return, please contact us.

Please include:

• Your name

• Order number

• The item or items you wish to return

• A brief explanation of your request

You do not have to give us a reason when exercising your statutory right to cancel, but any information you provide may help us improve our products and service.

2. Condition of Returned Items

You are entitled to inspect a product in the same way that you reasonably would in a physical shop.

Returned products should, wherever possible, be:

• Unused beyond what is reasonably necessary to inspect them

• In their original condition

• Returned with their original packaging, accessories and components where applicable

You are responsible for taking reasonable care of products while they are in your possession.

If a product has been handled more than is reasonably necessary to establish its nature, characteristics and functionality, we may be entitled to reduce the refund to reflect any resulting reduction in its value.

3. Return Postage

For change-of-mind returns, the customer is responsible for the cost of returning the item to Torque Haus unless we have agreed otherwise.

We recommend using a tracked or otherwise appropriately insured delivery service when returning an item, particularly for higher-value products.

Please retain proof of postage until your return has been completed.

Items should be returned to:

Torque Haus
We will provide the return address when we have confirmed your return.

Please do not return an item before contacting us if the product is faulty, damaged or incorrect, as we may provide different return instructions.

4. Refunds

Once we receive your returned item, we will inspect it and process any refund due.

Where you exercise your statutory right to cancel, we will refund payments due to you no later than 14 days after we receive the returned goods, or earlier where applicable if you provide satisfactory evidence that the goods have been returned.

Refunds will normally be made using the same payment method used for the original purchase unless another method has been expressly agreed.

Your bank or payment provider may take additional time to show the refund in your account after it has been processed by us.

5. Original Delivery Charges

Where you cancel your entire order under your statutory cancellation rights, we will refund the cost of our standard delivery service where applicable.

If you selected a delivery service that costs more than our standard delivery option, such as an expedited service, we are not required to refund the additional amount paid above the cost of standard delivery.

If you return only part of an order, the original delivery charge may not be refundable where that delivery charge would still have applied to the items you have kept.

6. Personalised and Custom-Made Products

The statutory right to cancel for a change of mind does not generally apply to products that have been:

• Made to your specifications

• Clearly personalised

• Customised specifically for you

Where a Torque Haus product is clearly identified as personalised, customised or made to a customer's individual specification, it may therefore not be eligible for a change-of-mind return.

This does not affect your rights if the product is faulty, damaged, not as described or otherwise fails to meet the requirements of UK consumer law.

Please check all personalisation details carefully before placing your order.

7. Sealed and Hygiene-Sensitive Products

Certain sealed products may not be eligible for a change-of-mind return once their seal has been broken where returning them would not be appropriate for health or hygiene reasons.

Where this applies to a Torque Haus product, this will be made clear where appropriate.

Your statutory rights relating to faulty or incorrectly supplied goods remain unaffected.

8. Faulty Products

Products supplied by Torque Haus must be:

• Of satisfactory quality

• Fit for their intended purpose

• As described

If you believe an item is faulty, please contact us as soon as possible.

Please provide your order number and details of the issue. Photographs or videos may be helpful when assessing the problem, although requesting these does not remove your statutory rights.

If goods are faulty, you may have the right to reject them and receive a refund within the applicable period under the Consumer Rights Act 2015.

For many goods, consumers have a short-term right to reject faulty products within 30 days.

After this period, you may still have rights to a repair, replacement, price reduction or refund depending on the circumstances.

We will not charge you reasonable return costs where goods need to be returned because they are faulty.

9. Damaged Orders

Please inspect your order after delivery.

If an item arrives damaged, please contact us as soon as reasonably possible and provide:

• Your order number

• Details of the damage

• Photographs of the product

• Photographs of the packaging where relevant

This helps us investigate damage that may have occurred during delivery and arrange an appropriate resolution.

Please do not dispose of damaged products or packaging until we have responded, unless keeping them would be unsafe.

10. Incorrect or Missing Items

If we have sent you the wrong product or something is missing from your order, please contact us as soon as possible.

We will investigate the issue and arrange an appropriate resolution at no additional cost to you where Torque Haus has made an error.

11. Exchanges

If you would prefer an exchange, please contact us before returning the product.

Exchanges are subject to product availability and the eligibility of the original item for return.

Where a direct exchange cannot be offered, you may need to return the original product for a refund and place a new order.

This does not affect your statutory rights.

12. Sale and Promotional Items

Products purchased during a sale or promotion have the same statutory rights as products purchased at full price.

A reduced price does not affect your rights where an item is faulty, damaged or not as described.

13. Products Not Eligible for Change-of-Mind Returns

Where permitted by law, certain products may be excluded from change-of-mind returns.

These may include, where applicable:

• Products made to your specifications

• Clearly personalised products

• Certain sealed goods that are unsuitable for return for health or hygiene reasons once unsealed

• Other products excluded from cancellation rights under applicable UK consumer law

Any exclusion from change-of-mind returns does not remove your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.

14. Refused and Uncollected Deliveries

If an order is returned to Torque Haus because:

• Delivery was refused

• The address supplied by the customer was incorrect or incomplete

• The parcel was not collected from the carrier within the available collection period

we will contact you once the order has been returned to us.

Any refund or redelivery will be handled according to the circumstances of the order and your statutory rights.

Additional delivery costs may apply where an order needs to be resent because incorrect delivery information was supplied by the customer or the parcel was not collected.

15. Proof of Purchase

We may ask you to provide reasonable proof of purchase when dealing with a return, refund or faulty product.

This may include:

• Your Torque Haus order confirmation

• Order number

• Email receipt

• Other suitable evidence of purchase

16. How to Contact Us About a Return

For all return, refund or order-related enquiries, please use our Contact Us page.

Please include your order number wherever possible so we can locate your purchase quickly.

17. Your Statutory Rights

This Returns & Refunds Policy is intended to explain Torque Haus's returns process clearly and does not replace, exclude or restrict any rights you have under UK consumer law.

Your statutory rights include protections under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.