Refund policy

Returns & Refunds

We want you to shop with confidence. This policy explains how to request a return, report a product issue and receive a refund.

1. 30-Day Voluntary Returns

In addition to your statutory consumer rights, you may request a voluntary return within 30 days of delivery.

For this voluntary return option, the product should:

  • Be unused, uninstalled and in resalable condition.

  • Include its original packaging, manuals, accessories and included promotional items.

  • Be free from modifications or damage caused by misuse or improper installation.

  • Be accompanied by proof of purchase from TORPUX.

These voluntary return conditions do not restrict your statutory rights concerning cancellation, defective products or goods that do not match their description.

2. Damaged, Defective or Incorrect Items

Please inspect your order upon delivery. If an item arrives damaged, appears defective or is different from what you ordered, please contact us promptly, preferably within 7 days of delivery.

Include your order number, product name or SKU, a description of the issue, and supporting photos or video where available.

The 7-day reporting request does not limit any statutory rights or applicable warranty coverage.

After reviewing the issue, we will arrange an appropriate remedy, such as troubleshooting, replacement parts, a replacement product or a refund. Store credit will only be provided with your agreement.

3. Return Shipping & Costs

For confirmed defective, damaged or incorrectly supplied products that are our responsibility, TORPUX will cover reasonable return shipping costs using an agreed shipping method.

For change-of-mind returns or customer ordering errors, the customer is responsible for return shipping costs. Please contact us for the designated return address and shipping instructions before arranging a return.

Our original standard shipping and DDP import charges are covered by TORPUX. We will not retrospectively charge you those costs when processing an eligible refund.

4. Refunds

We will notify you after receiving and inspecting your return.

Approved refunds are normally issued to the original payment method within 5–10 business days after inspection. Where applicable law requires an earlier refund, that legal deadline takes priority.

Your bank or payment provider may require additional time to display the refund.

Where permitted by law, a reasonable deduction may apply for diminished value caused by handling beyond what is necessary to inspect the product. We will explain any proposed deduction.

5. UK & EU Statutory Cancellation Rights

Where applicable, customers in the United Kingdom and European Union may cancel an online purchase without giving a reason by notifying us within 14 days after delivery. You then have a further 14 days to send the goods back.

You may handle the goods as necessary to establish their nature, characteristics and functioning. Original packaging is not a condition for exercising a statutory cancellation right.

Refunds will be made without undue delay and within the applicable statutory deadline. Where legally permitted, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first.

Any refundable original standard delivery charges will also be reimbursed.

6. Order Changes & Cancellations

Contact us as soon as possible to request an order change or cancellation. We will try to assist, but changes may not be possible once processing or dispatch has begun.

This does not affect any statutory cancellation rights available after delivery.

7. Customized & Commercial Orders

Customized or personalized products may be excluded from change-of-mind returns where permitted by law. Rights relating to defective or incorrectly supplied products remain unaffected.

Wholesale, OEM/ODM and other commercial orders may be subject to separately agreed written terms.

8. How to Request a Return

Email support@torpux.com or contact us through our Contact page.

Please provide:

  • Your order number.

  • The product name or SKU.

  • A description of your request.

  • Supporting photos or video, where relevant and available.

Our team will provide the appropriate return address and instructions. Please pack returned products securely and use a suitable, trackable shipping method.

Contacting us for return instructions does not make a statutory cancellation subject to our approval.

9. Your Consumer Rights

This policy does not exclude or limit any mandatory consumer rights, guarantees or remedies that apply in your country or region.

Customer Support

Email: support@torpux.com

Phone: +86 137 2379 0966