Legal
Returns
Policy
At Torque Engine Parts, we strive to provide high-quality products and exceptional service. If you are not satisfied with your purchase, we offer a straightforward return policy to ensure a hassle-free experience. This policy applies when you wish to return goods for any reason, with specific conditions depending on the nature of the return, as detailed below.
Eligibility for returns
- Returns must be initiated within 14 days of the purchase date.
- All returned items must match the original products sent to you, remaining unused and in their original condition, complete with all packaging and accessories.
- Proof of purchase — a receipt or order confirmation — is required.
What “original condition” means
To be accepted, a returned item must be:
- Completely unused.
- Free from any substances such as grease, petrol, diesel or oil on the product or packaging.
- Free of stickers, labels or markings on the branded box.
- In intact packaging with the original seals unbroken.
- Showing no visible signs of attempted installation.
Return process
- Request a return — email our customer support team at sales@torqueengineparts.co.uk to start the process. Include your order details and the reason for the return.
- Approval & instructions — once your request is approved, we will send instructions on how to return the item, including shipping details.
- Ship the item — return shipping costs are the customer’s responsibility, unless the item arrived damaged or defective.
- Inspection & refund — once we receive the item we inspect it and process your refund within 3–5 business days, issued to the original payment method.
Damaged goods
If your order arrives with visible damage, please do not accept the delivery — this ensures the item is returned to us. Contact us promptly at sales@torqueengineparts.co.uk to let us know.
If you discover damage after opening the package, contact our customer service team immediately after delivery with your order number and the reason for the return. To process your claim efficiently, we require clear photographic or video evidence of the damage.
Faulty goods
We aim for a seamless experience with your order, but if any issue arises we are here to help. Contact our customer service team at sales@torqueengineparts.co.uk or call +44 20 8081 9586, and we will work to resolve the matter as soon as possible.
Depending on the nature of the defect, we may offer a repair, replacement or refund in accordance with our Terms and Conditions (see clause 4). The final decision on the appropriate remedy is at our sole discretion.
Change of mind returns
If you decide to return a product because you have changed your mind, the following applies:
- A 25% handling fee will be deducted from your refund amount.
- The product must be unused, in its original packaging, and returned within 14 days of purchase.
- Shipping costs and any associated customs charges are the customer’s responsibility.
Customer support
For any questions about returns, refunds or exchanges, get in touch with our support team. We value your satisfaction and are committed to a smooth return process — thank you for choosing Torque Engine Parts.
Elizabeth Way, Harlow
CM19 5TL, England