All information regarding exchanges, international returns or any other issues with an order or return can be found below. In the unlikely event you cannot find an answer to your query, please visit the 'contact us' page. We do not offer free returns (unless otherwise agreed with the customer care team). Any/all returns costs are the responsibility of the customer.
All orders placed before 1:30pm (UK time) are dispatched on the same working day. As a small business we aim to process your order as quickly and efficiently as possible.
Any cancellations must be requested as soon as possible but may not be possible in all circumstances.
Please note: Personalised orders are non-returnable and cannot be cancelled once processed on day of dispatch.
We are happy to arrange a return for a refund on new and unused items within 30 days** of purchase (minus original shipping costs, if applicable).
Customers are required to pay any return shipping costs unless otherwise agreed with the customer care team. Failure to apply correct postage, may result in any related charges deducted from your refund.
To start a return, please contact us and our team will guide you through the process.
** This may be extended over the Christmas period or during exceptional events.
We are happy to accept a return for a refund (minus original shipping costs) on new and unused items within 30 days* of purchase.
To start a return, contact us and our team will guide you through the process.
* This may be extended over the Christmas period or during exceptional events.
We currently do not offer an exchange service. Please refer to the "Returning an unwanted item" section above for details on how to arrange a return.
We are unable to accept returns on personalised / customised TORRO products.
We will only accept pre-authorised returns where the original proof of purchase has been provided and details of the issue has been described.
In most occasions we will ask for a photograph of the issue prior to authorising.
To notify us of a fault, please contact us.
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.
Once a return of a faulty item has been authorised, we will provide a Pre-paid return label to return the item to us.
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.
Authorised returns must be returned to us within 10 days of authorisation, unless otherwise agreed.
Please request/retain your proof of postage receipt, as TORRO cannot be responsible for any items that fail to reach us if the return policy has not been adhered to.
Each product comes with a 6 month warranty against manufacturing fault. Returns cannot be accepted on personalised products unless the item has a manufacturing fault.
If a personalised item does have a manufacturing fault, our normal 6 month warranty applies. Please contact us at customercare@torro.co.uk if you have any questions or wish to return an item.
We're sorry to hear that. While our cases provide impact protection from drops, we can't guarantee that they will prevent any and all damage to the device.
Our manufacturer's limited warranty does not cover damage to any device or personal property. TORRO is not liable for any damage or destruction to consumer electronic devices or other personal property.
TORRO products are built to withstand day to day ‘normal’ use, however as a wear and tear product, signs of everyday handling are expected. Please understand that damage to a product incurred by the user is not covered in this six-month warranty. This includes but is not limited to:
The following products won’t be eligible for exchange or refund (unless faulty).
Please note: that if you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a full refund, so please keep your receipt or order confirmation.
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.
If your purchase is in conjunction with a 'free' item and you wish to return the item which had the monetary value at the time of purchase, then you will receive a refund at the discounted rate.
For example: an item purchased at £24.99 and you receive another item 'free' that has the monetary value of £15.99 then you will only receive a refund for £9.
TORRO cases are designed to fit specific devices. The specified device for the product is listed within the product description.
TORRO cannot be held responsible for use of a TORRO product when the customer is attempting to use the product for an unspecified device.
TORRO cases are built to be used in conjunction with mobile electronic devices and a number of TORRO cases contain magnets, i.e. for case closure. This is outlined in the product description, so that the user can make an informed decision as to whether they wish to use a product which contains magnets.
TORRO cases have been tested and are safe to use with their specified device, however we are unable to test all software functionality and compatibility on all devices, particularly with all third-party apps.
For this reason, we cannot guarantee that there will not be occasions whereby magnets can interfere with certain aspects of software. The primary function of the case is to protect the hardware of the device and we do not consider minor inconveniences of software restriction to be a manufacturing fault of the case or cover.
EVRi
EVRi will attempt to deliver your items 3 times. If they are unable to complete the delivery, your order will be returned to sender and additional charges will apply.
Charges will be paid by the customer if the following circumstances apply and will be deducted from the final refund amount on receipt of the returned item.
In the event a refund is not applied, the above charges must be paid prior to the item(s) being re-shipped.
These charges are in addition to any further outward postage costs.
DHL Domestic Express
DHL will attempt to deliver your items 3 times. If they are unable to complete the delivery, your order will be returned to sender and additional charges will apply.
Charges will be paid by the customer if the following circumstances apply and will be deducted from the final refund amount on receipt of the returned item.
In the event a refund is not applied, the above charges must be paid prior to the item(s) being re-shipped.
These charges are in addition to any further outward postage costs.
UPS/DHL charges will be paid by customer if the following circumstances apply and will be deducted from the final refund amount on receipt of the returned item.
If multiple reasons are established from the below points then a cumulative total will be deducted.
These charges are in addition to any outward postage costs.
Please allow 30 working days for the refund to be processed, in the event the courier has applied delivery refusal or other return fees.
Some returns may have additional fees/charges to the above.
If you have any questions that haven’t been covered, please contact us and we will be happy to help you:
Alternatively, write to us at:
B.A.M Worldwide ltd,
Unit 4b, New York Way, New York Industrial Park,
Newcastle Upon Tyne,
NE27 0QF
This policy is offered in addition to your legal rights.
By purchasing an item from our website, you are agreeing to our returns policy as set out above.
We currently don't ship to the USA through this store.