Refund policy

Statutory Rights

Customers in the UK have the right to cancel their order without giving any reason within 14 days from the day you receive your goods (Consumer Contracts Regulations 2013). This is in addition to your statutory rights.

Returns Process

To start a return, please contact us at sales@torbaymx.co.uk. Once your return request is approved, we'll provide you with a returns form, address label, and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Returns Eligibility

To be eligible for a return under your statutory right to cancel:

  • Your item should be returned in its original packaging where possible
  • You have the right to inspect the goods as you would in a shop
  • The item should not be damaged beyond what's necessary to establish its nature, characteristics, and functioning
  • You're entitled to handle the goods to the same extent as you might in a store
  • You may be liable for any diminished value resulting from handling beyond what's necessary to establish the nature, characteristics, and functioning of the goods

For hygiene-sealed products, the right to cancel may be lost if the seal is broken after delivery.

Cancellation Period

You have 14 days after receiving your item to notify us of your intention to return. Once you've notified us, you have a further 14 days to return the item to us.

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. Faulty items may be repaired, replaced or refunded as appropriate under the Consumer Rights Act 2015.

Exceptions / Non-returnable Items

Certain types of items cannot be returned:

  • Custom products (such as special orders or personalised items)
  • Personal care goods (such as muscle balms, oils, and health products)
  • Hazardous materials, flammable liquids, or gases
  • Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery

Please contact us if you have questions about your specific item. Unfortunately, we cannot accept returns on gift cards.

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.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 14 days of us receiving the goods back or evidence that you've returned them.

Please note it can take additional time for your bank or credit card company to process and post the refund.

Complaints

If you are not satisfied with how we have handled your return or complaint, you can:

  1. Contact your local Citizens Advice Bureau for guidance on your consumer rights
  2. Report the issue to your local Trading Standards office, which can investigate businesses for breaches of consumer law