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Customer Support - Returns & Exchange Policy

Your satisfaction is our primary concern and we want you to be happy with your purchase. If for any reason you are not happy please contact us and give us the opportunity to resolve your issue.

We can be contacted at the following email address, customercare@torrocases.co.uk and aim to respond to all queries/questions within 24hrs.

Return/Exchange 

We are happy to exchange or refund an item within 30 days of purchase*.  We would require proof of purchase i.e. receipt or name and order number. 

We would require the item to be returned unused, preferably in original packaging, if original packaging was not retained we expect the item to be packaged and returned in a way not to occur any damage.  

We are unable to accept returns or exchanges on personalised / customised TORRO products.

We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

Free postage is not provided for returns and exchanges unless the return is due to our error (wrong item sent from that ordered, faulty or damaged). TORRO Cases cannot be responsible for any items that fail to reach us.

If we are unable to fulfil an exchange request a full refund will be provided on receipt of the returned item. Your refund will be credited to the original payment method i.e. credit card, Paypal account. 

*this may be extended over the Christmas period. 

 

Faulty Returns

It is very rare that we receive reports of faults on TORRO products but we do understand that faults can develop even following quality control inspection. As a wear and tear product, signs of everyday handling are expected. TORRO products are built to withstand day to day ‘normal’ use.

If within 6 months of purchase a manufacturing fault occurs we aim to repair or replace, if we are unable to fulfil, a refund will be provided on receipt of the returned item. Your refund will be credited to the original payment method i.e. credit card, Paypal account. 

To accept any return we require an email prior to returning to include the following:

-Proof of purchase i.e. receipt or name and order number.
-Details of fault and a photo of the fault is preferred.
 

If we have authorised the return we will provide you with a pre-paid returns label. The item does not need to be in original packaging but we expect for the item to be packaged in a way not to occur any further damage.

TORRO Cases cannot be responsible for any items that fail to reach us if the return policy has not been adhered to. 

By purchasing an item from our website you are agreeing to our returns policy as set out above.

Multiple item discount promotions

If your purchase is a part of a multiple order at an overall discount, for example a gift set containing various products, the FULL set can be returned for a refund as per 'refund/exchange' criteria cited above. If a single item from within the order has a manufacturing fault then the item will be repaired / replaced in line with the above 'faulty returns' policy. In the event a refund is applied for the product, the refund will be applied at the discount rate for which it was purchased. For example: a gift set containing 4 items was purchased for £100, two of the items retail at the time of purchase was £40 each, one was £50 and one at £20 making the total RRP of the items if bought separately £150. The overall discount for purchasing the gift set is 33%. If a refund was to be applied on the item with an RRP of £20 then the customer would receive £13.34 as recompense for the relative single item purchase price.

 *This policy is offered in addition to your legal rights. 

Company HQ

B.A.M Worldwide ltd
Unit 24B
Oakwood Trade Park
West Chirton North Industrial Estate
Oak Road
North Shields
NE29 8SF
tel: (0191) 2705143