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Returns Policy

Returning an unwanted item

We are happy to refund an item within 30 days of purchase*. We would request that you complete an authorisation form and enclose with the returned item and a copy of the original proof of purchase.

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 on personalised / customised TORRO products.

We reserve the right to refuse a refund if goods are returned damaged or are not fit for re-sale. Alternatively, if the item is not returned in saleable condition, then we reserve the right to deduct up to 50% from your refund.

Free postage is not provided for returns unless the return is due to our error.

Your refund will be credited to the original payment method i.e. credit card, PayPal account. 

TORRO cannot be responsible for any items that fail to reach us.

We cannot be held responsible for any orders that are made in error.

International Returns

Any international order made in error by the customer will be liable to a 30% restocking fee that will be deducted from the total refund amount.  (The 30% restocking fee is calculated from the total price paid for the item by the customer). In these circumstances the cost of return shipping will be paid by the customer. We cannot be held responsible for any international returned items that fail to reach us. 

*This may be extended over the Christmas period or during exceptional events.

Returning for an exchange

If you have ordered an incorrect item or changed your mind about your purchase we are unable to offer an exchange service. The unwanted item will need to be returned for a refund and the correct item ordered as a new purchase.

Please see 'Returning an unwanted item' for details on how to arrange a return.

Returning a faulty item

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.  

- We offer a 6-month manufacturing warranty on all off our products.

- Within the first 30 days you can either return for a refund or exchange*

- After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

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 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 ensure you request free ‘proof of posting’ certificate, TORRO cannot be responsible for any items that fail to reach us if the return policy has not been adhered to. 

 *please refer to ‘Returning for an exchange section’.

What is not covered by our 6-month warranty

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:

- general wear and tear.

- puncture damage.

- use of chemicals on the leather.

- damage from overloading card slots/pockets.

- leather discolouration.

- staining.

- leather tears.

- leather cracking or splitting due to repeated folding of the case.

What items cannot be returned

The following products won’t be eligible for exchange or refund (unless faulty).

- Products received over 30 days ago

- Products without original packaging or where it’s been returned in poor condition·      

- Alterations made to the product or repair work made by purchaser or third party.

- Products that contain your personal data or have been manufacturer-registered

- Gift Cards

- Where a product has been personalised for you, or made to your specific measurements

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. 

Returning a promotional item

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.

Compatibility issues

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.

TORRO Outlet

TORRO outlet products may be ex-display, previously be used in the production of marketing material or have a slight imperfection. They may also by manufacturing prototypes that do not currently exist within the TORRO range.

All products will be in full working order and finished to our usual high standards. An example of a slight imperfection would be a very small blemish to the leather which excludes it from regular sale.

We are happy to refund any outlet purchase within 30 days of purchase*. We would request that you complete an authorisation form and enclose with the returned item and a copy of the original proof of purchase.

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.  

Free postage is not provided for returns unless the return is due to our error.

TORRO cannot be responsible for any items that fail to reach us.

Your refund will be credited to the original payment method i.e. credit card, PayPal account. 

Exchanges are not available on items purchased from the TORRO Outlet.

Outside of the 30 day return period we do not offer a warranty period on purchases from the TORRO outlet. (This does not affect your statutory rights.)

*This may be extended over the Christmas period or during exceptional events.

Any questions?

If you have any questions that haven’t been covered, please contact our Customer Care team who will be happy to help you:

Contact us below or 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.

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