At Torch Direct we're confident you'll be extremely pleased with any purchase you make from us. However, we also offer a 14 day 'no quibble' returns policy, meaning you can return your purchase for a full refund should you be unhappy with it in any way once received. Full details and terms and conditions of this policy are outlined below, and are non-negotiable.
If returning an order, unless otherwise instructed by us, all items must be sent to:
Torch Direct Limited
You are responsible for the return of any items to us, so please use a service which you know to be reliable or one which can be fully tracked and traced.
Returns Terms & Conditions
No right of full refund exists under the EU Consumer Rights Directive IP/08/1474 once you have used your product, unless the product is defective and you are returning it for this reason. We can reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected.
Please notify us in writing, (email or letter) within 14 calendar days from the day after you receive your goods.
We cannot refund for engraved products once the engraving process has been completed, because the product has been personalised.
If you are returning your product because it is defective, please state the defect or defects.
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately, we will be unable to issue a full refund where the product is in an incomplete state.
If the original packaging surrounding the product has been damaged or destroyed we will only issue a full refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
You are responsible for paying any postage or shipping costs incurred when returning the product. However, if the product is faulty we will issue you with a free returns address.
We recommend that all returns be sent by Royal Mail signed for delivery, so that a record of the return is available for you.
We will not issue refunds for any items lost or stolen in transit to us.
Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
Unused products may be returned by notifying us in writing, (email or letter) within 14 calendar days from the day after you receive your goods.
Subject to the above, we will refund the purchase price of a returned product within fourteen days of receiving the returned product. We will also refund the standard delivery cost that you paid at the time of ordering if applicable, however we will not refund postage for an upgraded delivery service which includes guaranteed next day (including Saturday) service that you specified and paid for at the time of ordering.
We will also refund the cost of standard or recorded postage incurred returning a product to us, only if it was incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.