Refund policy
We have a 40-day return policy, which means you have 40 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note that we do not accept change of mind returns; refer to the "Hygiene First (Change Of Mind) Return Policy".
To start a return, you can contact us at cs@torquevacuum.com
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at cs@torquevacuum.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Hygiene First (Change Of Mind) Return Policy
Due to the hygienic nature of our vacuum cleaners, we prioritise customer safety and do not accept change of mind returns. This ensures our products meet the highest standards of hygiene and safety from manufacture to delivery.
Acceptance of returns due to change of mind or items not returned in their original condition is at our discretion. Should we accept a return, a restocking fee will be charged at our discretion. This fee covers the costs associated with processing returns, including inspection, repackaging, and restocking.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Return Shipping
Customers are responsible for all return shipping costs. We do not cover return shipping costs.
In cases where a major fault is present, a replacement unit will be sent to you at no charge, without the need to return the original unit. A major fault is considered a significant defect that affects the item's ability to perform its main function or significantly detracts from the user's ability to utilise the item as intended.
This includes but is not limited to:
- Non-functionality out of the box.
- Safety hazards or issues that make the product unsafe for normal use.
- Cosmetic issues are not considered major faults.
In cases where a major fault is present, please contact our customer service team for assistance.
You may choose any carrier (e.g., USPS, FedEx, UPS) for your return. We strongly recommend using a trackable shipping service or purchasing shipping insurance for returns valued over $75, as we cannot guarantee that we will receive your returned item.
Product Markings
Please note that due to variations in our manufacturing process or during certain instances of product updates, the physical product you receive may not bear the "TORQUE" marking on its exterior. This variance is neither considered a minor fault nor a cosmetic issue but rather a characteristic of our product distribution at times. The absence of the "TORQUE" marking does not affect the product's functionality, quality, or eligibility for warranty and support services. All products, regardless of exterior marking, are manufactured to meet the high standards and specifications of the Torque brand. Customers can rest assured that receiving a product without the "TORQUE" marking does not signify a lack of authenticity or a decrease in product quality. By purchasing and accepting these terms, you acknowledge and agree that a product received without the "TORQUE" marking is not grounds for a return, exchange, or claim under the premise of minor faults or cosmetic issues, provided the product is otherwise in new condition and fully functional.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cs@torquevacuum.com
Cancellations
As we strive to process all orders within 24 hours, we send fulfilment and shipping information to our warehouse immediately after your order is placed. This means orders cannot be cancelled once submitted.
However, if you wish to make changes, such as modifying the shipping address or redirecting the package, you may request these changes within 12 hours of placing your order and before the order has been fulfilled.
Please note the following important details:
- All modification requests within the 12-hour window must be approved by us before taking effect.
- If your order has already been fulfilled or if it has left the warehouse, it cannot be modified.
- We cannot guarantee redirection or address changes after it has left our warehouse. Any changes at this stage are at your own risk and may cause delays.
- If an address change or redirection cannot be completed and the order is delivered to the original shipping address provided at checkout, it is the sole responsibility of the buyer to retrieve the package. We are unable to provide refunds or replacements in such cases.
- If an incorrect address is provided and the package is undelivered, a redelivery fee of $50 will be charged for reshipping the item to the correct address.
Any requests made after the order has been fulfilled or after the 12-hour window will be denied.