About these terms

These terms govern your use of torqen.uk and the supply of goods from torqen.uk to consumer customers in the United Kingdom and internationally. Please read them before you place an order. By placing an order you confirm that you accept these terms.

If you are a business, trade buyer, workshop, garage or reseller, these terms do not apply to you. Please request our separate Trade Account Agreement before placing an order.

Who we are

torqen.uk is operated by TORQEN Ltd, a company registered in England and Wales.

Throughout these terms, references to ‘we’, ‘us’ and ‘our’ mean TORQEN Ltd. References to ‘you’ and ‘your’ mean the customer placing an order or using the website.

When we use the words ‘writing’ or ‘written’ in these terms, this includes email.

Your key legal rights

This section is a short summary of your statutory rights. Nothing in these terms removes or limits these rights.

1. Placing an order

1.1 When you place an order on our website you make an offer to buy the goods. After checkout you receive an automatic email acknowledging your order. This acknowledgement is not acceptance of your order.

1.2 Our acceptance happens when we email you to confirm we have accepted your order, or when we dispatch the goods, whichever happens first. A contract between you and us exists from that point.

1.3 If we cannot accept your order we will tell you and refund any payment taken. Reasons may include the goods being unavailable from our suppliers, a pricing or description error, a supplier price change under clause 2.4, or our inability to meet a delivery date you have specified.

1.4 If you are buying goods on behalf of another person or organisation, you confirm that you have the authority to do so.

1.5 We may change these terms from time to time. The version in force when you place your order is the version that applies to that order.

2. Price and payment

Prices

2.1 All prices are in pounds sterling (GBP). Prices shown for UK delivery include VAT at 20%, unless we state otherwise.

2.2 For delivery outside the United Kingdom, including the European Union, we sell goods with UK VAT removed at checkout. You may have to pay import VAT, customs duty and courier handling or clearance fees in the destination country. You pay these directly to the courier or your local customs authority before delivery. We do not control these charges and cannot quote them at checkout.

2.3 We take reasonable care to show accurate prices. If we find a pricing error that is both material and obvious to a reasonable customer, we will contact you before we accept your order. You can choose to proceed at the correct price or cancel for a full refund. Where the error is not obvious, we will honour the advertised price.

2.4 We source many products from international manufacturers and suppliers, and their prices, shipping rates and exchange rates change. If the cost of an item changes after you order but before we accept your order, we will tell you the new price. You can proceed at the new price or cancel for a full refund. Once we have accepted your order, the price does not change.

2.5 Quotations given outside our standard website pricing are valid for seven days unless we state otherwise.

2.6 Delivery charges are shown at checkout before you place your order, or given by quotation for freight items.

Payment methods

2.7 You pay at the time you place your order, unless we agree otherwise in writing. We accept card payments (Visa, Mastercard, American Express) processed by PayPal, payment through your PayPal account, and bank transfer through Barclays for payments in GBP or Wise for other currencies.

2.8 For bank transfer orders, we hold the order until the funds reach our account. Lead times start from the date we receive cleared funds.

2.9 We only accept payment where the card or account has been verified. If verification fails we may cancel the order and refund any payment taken.

2.10 Your card issuer or bank may charge you foreign transaction or cross-border fees. These are set by your bank, not by us, and we have no visibility of them before you pay.

Import charges and non-payment

2.11 If your order ships outside the UK, you authorise the courier to act as your customs clearance agent. You are responsible for paying all import VAT, customs duty, clearance fees and local taxes required in the destination country.

2.12 If you fail to pay the courier or customs authority and the parcel is held, refused, abandoned or returned, you remain liable for outward shipping costs, return shipping costs, any storage or disposal charges, and any loss in value where customs have opened or handled the goods. We will refund only what the carrier returns to us, less these costs and any restocking fee that applies under clause 10.

3. Product information

3.1 Application lists, catalogues, descriptions, images and advice on our website are for guidance. Some images show a generic product rather than the exact version for your vehicle. You are responsible for checking that a part suits your vehicle and intended use before you order.

3.2 Goods will match their description in all material respects. Manufacturers may modify designs or specifications from time to time. We may supply the revised version provided its performance and suitability are not adversely affected.

3.3 Colours shown on screen may differ slightly from the actual product due to device settings and lighting.

3.4 We aim for accurate catalogue information but do not accept responsibility for honest errors or omissions. Check replacement parts against your original ones before fitting.

3.5 Left-hand (LH) and right-hand (RH) positions refer to the view from the driver’s seat.

3.6 Some products are designed and made by us under the TORQEN brand. For these products we act as both manufacturer and seller.

3.7 We are not liable for any infringement of patent, design right or copyright where we have supplied goods to a customer’s specification or design.

4. Off-road, race-use and emissions-related parts

4.1 Many parts we sell are intended for off-road, track or competition use only. These parts may not comply with Road Traffic Act requirements, the Road Vehicles (Construction and Use) Regulations 1986, or MOT standards, and may invalidate your vehicle insurance if fitted to a road-going vehicle.

4.2 Where a product is for off-road or competition use only, the product description will state this. You are responsible for checking the legal status of any modification in the country where you will use the vehicle.

4.3 De-cat pipes, test pipes and straight-through sections are sold for off-road and competition use only. Removing or replacing a catalytic converter on a road vehicle is not road legal in the UK and will cause an MOT failure. High-flow catalytic converters may not meet the emissions standard for your vehicle.

4.4 Turbo kits, supercharger kits, nitrous kits, engine management and tuning products increase power and change how your engine runs. These modifications can raise emissions, affect MOT results, void or limit your vehicle manufacturer’s warranty and increase mechanical stress. Nitrous kits include pressurised cylinders, which you must transport, store and fit in line with the manufacturer’s instructions.

4.5 Seats, harnesses and steering wheels sold as competition products may affect airbag function and seat-belt anchorage compliance. Body kits and aero parts may affect vehicle dimensions, tyre clearance and lighting compliance.

4.6 Any modification to a road vehicle should be declared to your insurer. You are responsible for correct installation by a competent specialist, for supporting modifications such as fuelling and engine management, and for the legality of the finished vehicle.

4.7 We accept no liability for fines, insurance refusals, MOT failures, warranty rejections, engine or drivetrain damage, or penalties resulting from fitting off-road or competition parts to a road vehicle, or from inadequate supporting modifications, incorrect tuning or improper installation.

5. Delivery

5.1 Our Delivery & Returns page explains lead times, delivery times, carriers and collection. Large items are sent by specialist freight carriers.

5.2 Delivery charges are shown at checkout. Risk in the goods passes to you when we deliver them to you or to a person you nominate, or when you collect them from our premises.

5.3 Any delivery date we give is an estimate. Where we fail to deliver, you may set an additional reasonable delivery period. If we still fail to deliver, you may treat the contract as ended and receive a full refund. Your rights under section 28 of the Consumer Rights Act 2015 are not affected.

5.4 For oversized items we will contact you before dispatch to agree unloading arrangements. Kerbside delivery is standard for freight consignments unless we have agreed otherwise in writing.

5.5 If you fail to take delivery or to collect goods by arrangement, and we are unable to reach you to rearrange, we may charge you for storage, redelivery or return, and may end the contract after reasonable notice.

5.6 Please tell us within a reasonable period, and in any event within 30 days of the expected delivery date, if goods have not arrived. Please tell us within a reasonable period, and in any event within 30 days of delivery, if goods arrive damaged, short-shipped or not as described. These timeframes help us investigate with the carrier. Your statutory rights under the Consumer Rights Act 2015 are preserved.

5.7 Customs clearance delays on international shipments are outside our control and do not count towards our delivery estimates.

Retention of title

5.8 Title in the goods stays with us until we have received payment in full. Until then you must not sell, alter or encumber the goods. This clause does not affect your statutory rights as a consumer or the passing of risk on delivery under clause 5.2.

6. Your right to cancel (change of mind)

6.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive the goods to cancel your order for any reason, except where clause 6.6 applies. Where an order is delivered in instalments, the 14 days runs from the day you receive the last instalment.

6.2 To cancel, tell us clearly by email, phone or through the contact form on our website. You may use the model cancellation form at the end of these terms, but you do not have to.

6.3 You then have 14 days from the day you tell us you wish to cancel to return the goods. Return postage is your responsibility unless the goods are faulty, misdescribed or supplied in error.

6.4 We will refund the full price you paid plus the standard delivery charge we applied, within 14 days of receiving the goods back, or within 14 days of you showing proof of return, whichever is earlier.

6.5 You may handle the goods as you would in a shop to check their nature and function. If the reduction in value goes beyond that (for example, the goods have been fitted, modified, scratched or marked), we may deduct a reasonable amount from your refund to reflect the loss in value.

Goods exempt from the right to cancel

6.6 The right to cancel does not apply to goods made to your specification or clearly personalised, sealed audio or video recordings or computer software once unsealed after delivery, and other categories listed in Regulation 28 of the Consumer Contracts Regulations 2013. This includes items we order in or manufacture specifically for you, such as TORQEN-brand big brake kits and coilovers built to your specification.

6.7 For a made-to-order item, you may cancel for a full refund until we commit your order to production or place it with our supplier. We will tell you before that happens. After that point, clause 6.6 applies.

6.8 Standard aftermarket parts that have been test-fitted remain returnable under the cooling-off rules, subject to any deduction under clause 6.5.

7. Faulty or incorrectly supplied goods

7.1 Your rights in this section are in addition to your right to cancel under clause 6 and your rights under the Consumer Rights Act 2015. They apply to made-to-order items in full.

7.2 If goods are faulty, not as described or not fit for purpose, please tell us as soon as you can.

7.3 Within 30 days of delivery you may reject the goods for a full refund. Between 30 days and six months you may ask for a repair or replacement; if that is not possible or fails, you may reject and claim a refund (which may be reduced to reflect use). After six months the same rights apply but you may need to show the fault existed at delivery.

7.4 Please do not fit goods that you believe are incorrect or faulty. Once a part has been fitted, diagnosing the cause of a fault becomes much harder and may affect your remedies.

7.5 We pay for return postage where goods are faulty, misdescribed or supplied in error. Where goods are large or unsuitable for posting we will arrange collection.

7.6 We may need to inspect the goods, or send them to the manufacturer for inspection, before we can confirm a fault. A manufacturer’s report is useful evidence but does not override your rights under these terms or the Consumer Rights Act 2015.

8. Our guarantee and manufacturer warranties

8.1 Unless the product page states otherwise, goods sold by us come with a 12-month guarantee from the date of delivery. TORQEN-brand products marked as such on the product page come with a 24-month guarantee. Some products also carry a separate manufacturer’s warranty, set by that manufacturer and published with the product where available.

8.2 To make a guarantee or warranty claim, tell us in writing and complete the form we provide. Send the goods back for inspection unless we agree otherwise.

8.3 The guarantee does not cover damage caused by fair wear and tear, deliberate damage, accident, negligence, incorrect fitting, modification, motorsport or abnormal use, or failure to follow the manufacturer’s instructions.

8.4 Where we replace a product under guarantee, the remaining guarantee period on the original item continues; a new period does not start.

8.5 The guarantee is personal to you as the original buyer and cannot be transferred.

8.6 This guarantee is in addition to your statutory rights and does not limit them.

9. How to end the contract

9.1 You may end the contract in the following situations:

• We have told you about an upcoming change to the goods or these terms that you do not agree to.
• We have told you about an error in the price or description of the goods and you do not wish to proceed.
• There is a risk that supply of the goods will be significantly delayed because of events outside our control.
• We have suspended supply for technical or legal reasons.
• You have a legal right to end the contract because of something we have done or failed to do.

9.2 Where you end the contract for any of these reasons, we will refund you in full for any goods not provided, and compensate you for any direct foreseeable loss that results from our breach.

9.3 To end the contract, contact us using the details in the ‘Who we are’ section above. If goods have already been sent, please return them under clause 10.

10. Returns

10.1 Before sending anything back, request a return through My Account, Order history, or contact us. We will approve the return and give you an RMA reference and the correct return address. Some items return to a supplier warehouse rather than our own premises. Unannounced returns delay processing.

10.2 Return the goods in their original packaging where possible, with any accessories, fittings and documentation they came with, using a tracked service.

10.3 We refund to the original payment method. Bank transfer payments are refunded to the account they came from.

10.4 Where we agree at our discretion to accept the return of a special order item that is not faulty, misdescribed or supplied in error, a restocking fee of up to 20% may apply. We will tell you the amount before you send it back.

10.5 Return goods clean and safe to handle. We may refuse returns where the condition presents a risk to our staff, such as fuel or oil contamination, chemical residue or sharp damage.

10.6 International customers: import VAT, customs duty and clearance fees are not a reason to cancel an order or to reject goods. Consider these before ordering.

10.7 Our Delivery & Returns page explains the return process step by step.

11. Limitation of liability

11.1 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, breach of your statutory rights in relation to goods, defective products under the Consumer Protection Act 1987, or any other liability that cannot be excluded or limited by law.

11.2 Subject to clause 11.1, we are responsible for foreseeable loss and damage caused by our breach of these terms or our failure to use reasonable care and skill.

11.3 We are not responsible for loss or damage that is not foreseeable. Loss is foreseeable only if it was obvious it would happen, or if at the time of contract both you and we knew it might.

11.4 If you are buying for any business, commercial or resale purpose, we accept no liability for loss of profit, loss of business, business interruption, loss of opportunity or similar losses. Business customers should use our Trade Account Agreement.

11.5 Advice given by our staff by phone, email, WhatsApp or through the website is based on the information you give us, without inspecting your vehicle, and is indicative only. Where we inspect a vehicle or part, any advice is our opinion. You remain responsible for checking compatibility before you order.

11.6 Goods are supplied for the purpose for which goods of that kind are normally supplied. We are not liable for failure, damage or unsuitability arising from other uses, modification of the product after it leaves us, or fitting to a vehicle that has itself been modified in ways that affect compatibility.

11.7 Subject to clauses 11.1 and 11.2, our total liability in connection with any single order is limited to the price you paid for the goods in that order.

12. Events outside our control

12.1 We are not responsible for delays or failures caused by events outside our reasonable control, including supplier and manufacturing delays, strikes, lockouts, civil unrest, war, acts of terrorism, fire, flood, pandemic, and shipping or customs delays.

12.2 If such an event happens and it materially affects our ability to deliver, we will tell you as soon as we can. If the delay is substantial, you may cancel the affected order and receive a full refund for any goods not delivered. This clause does not affect your statutory rights under section 28 of the Consumer Rights Act 2015.

13. Complaints and dispute resolution

13.1 If you have a complaint, contact us first using the details above. We will acknowledge your complaint within five working days and aim to resolve it within 30 days.

13.2 If we cannot resolve your complaint to your satisfaction, you may refer it to a certified Alternative Dispute Resolution provider. We do not currently agree in advance to submit to a specific ADR scheme, but we will engage in good faith with any certified ADR body you choose. Details of certified ADR providers are available from the Chartered Trading Standards Institute at tradingstandards.uk.

13.3 Nothing in this clause affects your right to take court proceedings.

14. Promotions

14.1 Promotions (including discount codes, free gifts, prize draws and competitions) are subject to the rules published with them and to this clause.

14.2 Promotions apply to website orders only, unless we state otherwise. One promotion per customer per transaction. Promotions cannot be combined.

14.3 Promotions are non-transferable and have no cash alternative.

14.4 We may end a promotion early with reasonable notice, except where ending it is needed for legal, operational or security reasons.

14.5 If you cancel an order that included a free gift, return the gift in its original condition along with the main item. If the gift is not returned we may deduct its RRP from your refund.

15. Age restriction

15.1 You must be at least 18 to place an order on our website. We will not knowingly sell to anyone under 18.

15.2 If our couriers doubt the age of the recipient on delivery, they may ask for photo ID before releasing the parcel.

16. Data protection

16.1 We process your personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our Privacy Policy explains what data we collect, how we use it, how long we keep it and your rights.

16.2 We only use your data for marketing where you have given specific and separate consent, or where UK rules allow us to email existing customers about similar products. You can opt out at any time.

17. Account registration

17.1 When you register for an account you confirm that the information you provide is accurate, current and complete, and that you are not impersonating anyone else.

17.2 You are responsible for keeping your account password confidential. Tell us immediately if you believe your account has been accessed without authority.

17.3 Please update your account with any changes to your contact or delivery details.

18. Intellectual property and use of the website

18.1 The content of our website, including text, images, product photography, fitment data, logos, trade marks, database structures and code, is protected by copyright, database right, trade mark and other intellectual property rights. These rights belong to us or to our licensors.

18.2 You may view our website and print or download extracts for your personal reference. You must not copy, scrape, reproduce, republish, distribute or commercially exploit our content without our written permission.

18.3 TORQEN is our trade mark. Other brand names on our website are the trade marks of their respective owners and are used under licence or authorised distribution arrangements, or to identify the products we sell.

18.4 You must use the website lawfully. You must not introduce viruses or other harmful code, attempt unauthorised access to our systems, or upload material that is defamatory, offensive or unlawful.

18.5 You may link to our website provided the link is fair, does not damage our reputation and does not suggest any association or endorsement that does not exist.

18.6 We may update, suspend or withdraw any part of the website without notice. Our Disclaimer explains the limits of the information on the website.

19. Sanctions and export controls

19.1 We do not ship to destinations or persons subject to UK, EU, UN or US sanctions. By placing an order you confirm that you are not a sanctioned person and that your order does not breach any export control law.

19.2 We may refuse or cancel orders that we believe would breach any sanctions or export control regime, and we will refund any payment taken.

20. Chargebacks

20.1 If you dispute a card or PayPal payment, please contact us first so we can resolve the issue directly. Raising a chargeback without contacting us often delays a resolution.

20.2 Where a chargeback is raised incorrectly (for example, goods were delivered and accepted, or a made-to-order item was correctly placed into production), we will defend the dispute with evidence and may pursue the outstanding amount through the courts.

21. General

21.1 These terms form the whole agreement between you and us for the supply of goods from torqen.uk. They replace any earlier terms.

21.2 We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens. Your rights under these terms are not affected.

21.3 If any clause in these terms is found to be unenforceable, the rest of the terms remain in force.

21.4 Our failure to enforce any right under these terms is not a waiver of that right.

21.5 These terms are governed by the law of England and Wales. You and we agree that the courts of England and Wales have non-exclusive jurisdiction over any dispute. Nothing in this clause affects your right, as a consumer resident in Scotland, Northern Ireland or an EU member state, to bring proceedings in the courts of the country where you live.

21.6 Nobody other than you and us has any rights under these terms under the Contracts (Rights of Third Parties) Act 1999.

22. Model cancellation form

To cancel your order, you may fill out this form and return it to us. You do not have to use this form; any clear statement of your decision to cancel will do. This form cannot be used to cancel a made-to-order item once it is in production or ordered from our supplier, see clause 6.7.