Refund policy

This GReddy UK refunds policy explains how returns and refunds work when you buy from TORQEN online. It covers change-of-mind returns, faulty or incorrect items, and special order parts. Your legal rights as a consumer stay the same, even if this policy says something different.

1) Who this policy applies to

  • Consumers (personal purchases): You have rights under UK consumer law.
  • Business customers (trade purchases): We handle returns under the terms agreed at purchase. If you need help, contact us.

2) Change-of-mind returns (online consumer orders)

If you are a consumer buying online, you can cancel most orders within 14 days of receiving your goods. You then have another 14 days to send the goods back after telling us you want to cancel.

Condition of goods

You can inspect an item as you would in a shop. If you handle it beyond what is needed to check it, we may reduce your refund to reflect any loss in value. This usually applies if an item has been fitted, used, marked, damaged, or returned incomplete.

  • Return items unused and unfitted.
  • Return all parts, fixings, accessories, instructions, and any included paperwork.
  • Return in the original packaging where possible, packed securely for transit.

Return shipping for change-of-mind returns

You pay return shipping for change-of-mind returns. You are responsible for the parcel until it reaches us. Use a tracked service and keep proof of postage.

What we refund for a valid cancellation

  • The item price.
  • Our standard outbound delivery cost (if you paid extra for an upgraded delivery option, we refund up to the standard rate only).

When you receive your refund

If your cancellation is valid, we refund you within 14 days of receiving the returned goods. Refunds go back to your original payment method.

3) Faulty, damaged, or incorrect items

Please check your order as soon as it arrives and contact us straight away if anything is faulty, damaged in transit, missing, or incorrect. Photos help us resolve issues faster.

If the item is faulty

If you are a consumer and an item is faulty, not as described, or not fit for purpose, you have remedies under UK law. In many cases you can reject a faulty item within 30 days for a refund, or ask for a repair or replacement. If we need to inspect the item, we will explain the next step quickly.

Return shipping for faults or our error

If the return is due to a fault, damage in transit, or our picking error, we will cover reasonable return costs or arrange collection.

4) How to return an item

  1. Contact us to request a Returns Authorisation Reference (RAR). Please include your order number and the item(s) you want to return.
  2. Pack securely to prevent damage in transit. Include your name, address, order number, and RAR inside the parcel.
  3. Send to:
    GReddy UK
    TORQEN
    Unit 3 Quarry Court
    Quarry Road
    Pitstone
    LU7 9GW
    United Kingdom

Collection service

If you want us to arrange collection, contact us. This is a paid service for change-of-mind returns. If the item is faulty or we made an error, we cover collection costs.

5) Exchanges

We do not run a standard exchange programme. The quickest option is normally to return the item once approved and contact us and we will confirm what we can do based on stock and lead time.

6) Special order parts (made-to-order body kits and large parts)

Some body kit parts (front/rear bumpers, wings/fenders, bonnets/hoods, lips, spoilers, roofs, doors, rear quarters) may be supplied as special order. Please contact us prior to purchase if you're unsure if an item is special order.

Lead times

Any production and shipping times we give are estimates. International freight, customs processes, and port handling can affect timing. The total estimated timeframe from order confirmation to delivery is approximately 12–16 weeks. This timeframe is an estimate and may vary due to factors outside our control.

Cancellations for special order items

Your 14-day cancellation right can be limited for goods that are special order items. If a product falls into that category, cancellation after production starts will not be available.

If a special order item is not a special order item, your usual cancellation rights apply once the goods are delivered. If you ask us to cancel before dispatch, we will help where we can, but we may need to recover non-recoverable costs if the supplier will not accept cancellation.

Returns for special order items

Special order items are still covered if they are faulty, damaged, or not as described. If there is a problem, contact us promptly and we will put it right.

7) Contact

If you need help with a return, contact our Customer Support team via the Contact Us page. Please include your order number and clear details of the item(s).

8) Important Notice

By placing an order, you acknowledge and agree to the manufacturing and shipping timelines outlined above, and you accept that delays may occur due to international shipping, customs processing, or logistical factors beyond our control.