Refund policy

Refund Policy - torqan

Refund Policy

Thank you for shopping with torqan. We are committed to providing high-quality natural oral care products, including our handmade eco-friendly Miswak Siwak wooden toothbrushes with handles. We understand that on occasion you may need to return a product, and this Refund Policy outlines the terms under which refunds may be issued.

Eligibility for Refunds

Refund requests are evaluated carefully to ensure fairness and transparency. To be eligible for a refund, the following conditions must be met:

  • The item must have been purchased directly from torqan.
  • The refund request must be submitted within 14 days from the date of delivery.
  • The product must be returned in its original packaging and condition, unused, and with all accompanying components intact.

Non-Refundable Items

Please note that due to the nature of our products and hygiene considerations, we cannot accept returns or offer refunds for the following:

  • Products that show signs of use or damage.
  • Items returned after the 14-day refund window.
  • Any products damaged due to customer misuse or improper storage.

How to Request a Refund

If you believe your order qualifies for a refund, please contact us promptly by email or phone to initiate the process:

When contacting us, please provide your order number, the product name, and a detailed reason for your refund request. This information helps us process your case efficiently.

Return Shipping

If your refund request is approved, you will be provided with instructions for returning the product. Please note the following regarding return shipping:

  • Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong or defective item).
  • We recommend using a trackable shipping method to ensure your return is received.
  • Returns must be sent to the following address:
torqan
7 Penn Street
Bristol, BS1 3RB
United Kingdom

Refund Processing

Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be processed through your original payment method via PayPal.

Please note the following:

  • Refunds may take up to 7-10 business days to appear in your PayPal account, depending on PayPal’s processing times.
  • Shipping costs, including original and return shipping fees, are non-refundable except where legally required.

Exchanges

We do not offer direct exchanges. If you wish to receive a different product, please request a refund first and then place a new order.

Damaged or Incorrect Items

If you receive a damaged or incorrect product, please notify us as soon as possible at torqan@wshu.net or by phone at 0117 428 2231. We may request photos or other evidence to assist with your claim. In such cases, we will guide you through the appropriate steps to resolve the issue.

Important Notes

  • Refunds and returns are subject to applicable consumer protection laws.
  • This Refund Policy does not affect your statutory rights.
  • torqan reserves the right to amend or update this policy at any time. Any changes will be effective immediately upon posting to this page.

Contact Information

If you have any questions or concerns about your order or this Refund Policy, please do not hesitate to contact us:

  • Email: torqan@wshu.net
  • Phone: 0117 428 2231
  • Address: 7 Penn Street, Bristol, BS1 3RB, United Kingdom

Thank you for choosing torqan. We appreciate your business and strive to deliver exceptional natural oral care products with integrity and respect for our customers.