About this page

This page explains how we dispatch and deliver your order, how to return an item, and how refunds work. It sits alongside our Terms and conditions, which set out your full legal rights. Where this page is silent, the Terms and conditions apply.

1. Stock and lead times

1.1 We work with a large number of international manufacturers, distributors and suppliers. This lets us offer competitive prices, but it means we do not hold every product shown on torqen.uk in UK stock. Items we source from suppliers are dispatched once they reach us, or sent to you direct where we tell you so.

1.2 We also make our own TORQEN-brand products. Some, such as wheel spacers, undertrays, de-cat pipes and high-flow catalytic converters, are usually held in our UK warehouse and available for same-day dispatch. Others, such as big brake kits and coilovers, are made to order.

1.3 Where an item has a lead time, we give you the best estimate available once the supplier confirms it. Supplier lead times can change after you order. If you need a part urgently, contact us before ordering and we will check current availability.

1.4 If your order includes items with different lead times, we may send them separately and will tell you when we do.

2. Delivery

2.1 Once dispatched, UK orders normally arrive within 2 to 3 working days and international orders within 5 to 10 working days. These are estimates, not guaranteed dates.

2.2 Most parcels need a signature on delivery. If nobody is available, the courier will leave instructions for redelivery or collection.

2.3 Large items such as body kits, exhaust systems, bonnets and wheels travel by specialist freight carrier. We will contact you before dispatch to agree delivery. Kerbside delivery is standard, so please arrange help to unload.

2.4 Delivery charges are shown at checkout, or given by quotation for freight items.

2.5 Give us a complete and accurate delivery address. If a parcel is delayed or returned because the details were wrong, you may have to pay extra delivery or return costs.

2.6 We email tracking details once the carrier has accepted your parcel, where tracking is available.

3. International delivery

3.1 For delivery outside the UK, including the European Union, we remove UK VAT at checkout. Your order may attract import VAT, customs duty and courier clearance fees in your country. You pay these to the courier or your customs authority before delivery. We cannot quote them at checkout.

3.2 Customs processing can delay delivery. These delays are outside our control.

3.3 If you do not pay import charges and the parcel is held, refused or returned, clauses 2.11 and 2.12 of our Terms and conditions apply.

4. Collection from our premises

4.1 Collection is available by prior arrangement only. Confirm with us first by WhatsApp, email or phone, and do not travel until we confirm in writing that your order is ready.

4.2 We may ask for photo ID and proof of purchase before handing over goods. We only release goods to the person who placed the order, unless you tell us in advance that someone else will collect.

5. Delivery problems

5.1 Check your parcel on arrival and keep all packaging until you are happy with the goods.

5.2 Tell us within a reasonable period, and in any event within 30 days of delivery, if goods arrive damaged, short or not what you ordered. For non-delivery, tell us within 30 days of the expected delivery date. Photos of the outer box, labels, internal packaging and any damage help us resolve the claim with the carrier. These timeframes do not reduce your statutory rights.

6. When you can return an item

Change of mind

6.1 You have 14 days from the day you receive the goods to tell us you want to cancel, then 14 days from that point to send the goods back.

6.2 Items must be unused, unfitted and in resaleable condition, in original packaging, with all parts and documentation. You can open the box to check the part as you would in a shop. Fitting, marking or modifying it reduces your refund.

Faulty, damaged or incorrect items

6.3 You can reject faulty, misdescribed or unfit goods within 30 days of delivery for a full refund, and you have further rights after that. These are set out in clause 7 of our Terms and conditions and on gov.uk. Please do not fit a part you believe is faulty or incorrect.

What we cannot take back for change of mind

• Items ordered in or made specifically for you, including TORQEN-brand big brake kits and coilovers built to your specification, once in production or ordered from our supplier.
• Parts that have been fitted, modified, painted, drilled or otherwise altered.
• Sealed electrical or software items where the seal has been broken after delivery.
• Items returned outside the 14-day cancellation window, unless faulty.

6.4 Where we agree at our discretion to accept one of these items back, a restocking fee of up to 20% may apply. We will tell you the amount before you send it.

7. How to return an item

1. Request a return through My Account, Order history, or contact us with your order number and the reason for return.
2. Wait for us to approve it. We will send your RMA reference and the correct return address. Some items go back to a supplier warehouse rather than our own premises.
3. Pack the item in its original packaging with all parts, fittings and documentation.
4. Write the RMA reference clearly on the outside of the parcel.
5. Send it by a tracked service and keep your proof of postage until your refund arrives.

7.1 Unless we give you a different address, returns go to:

7.2 We are not responsible for change-of-mind returns lost or damaged on the way to us. If a tracked parcel goes missing, claim with the courier you used.

7.3 For large items we can arrange a courier collection. It is free for faulty, damaged or incorrect items. For change-of-mind returns we charge the collection cost and tell you the amount before booking.

7.4 We only accept returns from the person who bought the item.

8. Refunds

8.1 We email you when your return arrives and tell you the outcome of our inspection.

8.2 Approved refunds go back to your original payment method within 14 days of us receiving the goods, or within 14 days of you showing proof of return, whichever is earlier. Bank transfer payments are refunded to the account they came from.

8.3 For change-of-mind returns, we refund the price of the goods plus the standard outbound delivery charge. Any premium delivery upgrade is not refunded.

8.4 We may reduce a change-of-mind refund to reflect handling beyond what is needed to inspect the goods, such as fitting, marks or missing parts.

8.5 Your bank or card issuer may take a few extra days to show the refund on your statement.

8.6 The fastest way to get a different item is to return the original for a refund and place a new order.

9. International returns

9.1 If you return goods from outside the UK, mark the customs declaration "Returned goods - relief claimed". This helps the parcel clear UK customs without attracting duty again.

9.2 Import VAT, duty and clearance fees you paid on the original delivery are not refundable by us. You may be able to reclaim them from the carrier or your local customs authority.