Refund policy

Return and Refund Policy

This policy applies to online purchases made from Torque Collective.

We want customers to be confident when ordering from us. If you are unsure whether a product is suitable for your bike, please contact us before ordering and we will do our best to help with fitment advice.

Your statutory rights

Nothing in this policy affects your statutory rights.

Online order cancellations

For most online purchases, you have the right to cancel your order within 14 days of receiving your goods.

To cancel an order, you must contact us within 14 days of receiving the goods and tell us that you wish to cancel. You then have a further 14 days to return the goods to us.

Returned items must be unused, unfitted, undamaged and in their original packaging, unless the item is faulty.

How to request a return

Before returning any item, please contact us with:

- your name
- order number
- item you wish to return
- reason for return
- photos, where relevant

Please do not send items back without contacting us first.

Return condition

Returned items must be:

- unused
- unfitted
- undamaged
- clean
- in the original packaging
- complete with any labels, manuals, small parts or accessories supplied

We reserve the right to reduce the refund amount if the item has been handled, used, fitted, damaged or returned in a condition that reduces its value.

Return postage

Unless the item is faulty, damaged on arrival or incorrectly supplied, the customer is responsible for the cost of returning the item.

We recommend using a tracked and insured delivery service, as the item remains your responsibility until it reaches us.

Refunds

Once we have received and inspected the returned item, we will confirm whether the return has been accepted.

Approved refunds will be processed back to the original payment method.

We will refund eligible returns within 14 days of receiving the returned goods.

If standard delivery was paid on the original order, this will be refunded where required by law. If you chose a more expensive delivery option, we are only required to refund the cost of standard delivery.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible.

Please include:

- your order number
- a description of the issue
- clear photos of the item, packaging and any damage

We may need to inspect the item before confirming the next steps.

Where a product is confirmed to be faulty, damaged on arrival or incorrectly supplied, we will arrange an appropriate resolution. This may include repair, replacement, refund or support with a manufacturer warranty claim, depending on the circumstances.

Special order items

Some products may be ordered specially for a customer.

Special order items may be subject to different return limitations where they have been ordered specifically for you or are not normally stocked by Torque Collective.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Bikes and e-bikes

Bikes and e-bikes must be returned unused, undamaged and in the condition supplied, unless faulty.

Any bike or e-bike that has been ridden, damaged, modified, registered, fitted with accessories, or returned incomplete may be subject to a reduction in refund value.

Workshop labour and services

Workshop labour, servicing, fitting and diagnostic work are service-based and are not normally refundable once the work has been carried out.

If you have a concern about work completed by Torque Collective, please contact us and we will review the matter fairly.

To request a return or discuss an issue with an order, please contact Torque Collective using the contact details shown on our website.