Refund policy

RECEIPTS & RETURNS INFORMATION

VERY IMPORTANT

1) In the event that the goods are damaged, incorrect or there is any other problem with the order upon arrival, the customer needs to notify us by email at kenton_john@torrey.co.uk within 48 hours.

2) If the goods do not arrive within 10 days after our "Shipped" notification email is received, the customer must inform us via email at kenton_john@torrey.co.uk, by  phone on 0800 772 0892, or 1st class post.

We will assist by communication with the postal service used and provide the customer with proof of posting.

In most cases we will make a claim against the postal company concerned to re-cover costs of the goods, once received we will despatch a replacement to the customer.

*With standard First & Second Class Royal Mail postal services, reimbursement of postage cost will not be made, only the value of goods is reimbursed if they are less than £20. We recommend tracked, tracked/signed for or special delivery as they provide reimbursement over and above £20. Please note we reserve the right to charge postage and any excess goods cost to resend goods when customer did not originally select a service fully covering the value of goods and postage.

Occasionally packages requiring a signature are returned to us, sometimes several weeks after being originally despatched. This occurs when the postal service staff have attempted to deliver on more than one occasion but no-one was available to sign for the package. On these occasions, a refund for the cost of the products will be made to the customer, postal costs cannot be refunded as postal services do not make refunds in these cases. Before selecting a signed for or special delivery service,  please make sure someone is available to receive and sign for the order when it arrives.

E&OE 2025/2