Customer Support: Returns and 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 via the contact page 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.
 

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. 

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

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

Company HQ

B.A.M. Worldwide Ltd.
24B Oakwood Trade Park
West Chirton
North Industrial Estate
Oak Road
North Shields
NE29 8SF
tel: 0044191 2705143