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Returns Policy

All information regarding exchanges, international returns or any other issues with an order or return can be found below. In the unlikely event you cannot find an answer to your query, please contact us.

Cancelling an order

Any cancellations must be requested as soon as possible but may not be possible in all circumstances.

Please note: Personalized orders are non-returnable and cannot be cancelled once processed on day of dispatch.

Returning an unwanted item

We are happy to arrange a return for a refund on new and unused items within 30 days** of purchase (minus original shipping costs, if applicable).

Customers are required to pay any return shipping costs unless otherwise agreed with the customer care team.

To start a return, please contact us and our team will guide you through the process.

  • We are unable to accept returns on personalized / customised TORRO products.
  • Sender must obtain proof of return postage.
  • We reserve the right to refuse a refund if goods are returned damaged or are not fit for re-sale.
  • On receipt of the item please allow 5 working days for a refund to be processed. 
  • Your refund will be credited to the original payment method i.e. credit card, PayPal account.
  • We cannot be held responsible for any returned items that fail to reach us. 
  • We cannot be held responsible for any orders that are made in error.
  • Returns on unwanted items are the responsibility of the customer. We are unable to arrange a shipment for your return.

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Returning for an exchange

We currently do not offer an exchange service. Please refer to the "Returning an unwanted item" section above for details on how to arrange a return.

We are unable to accept returns on personalized / customised TORRO products.

Returning a faulty item

We will only accept pre-authorised returns where the original proof of purchase has been provided and details of the issue has been described.

In most occasions we will ask for a photograph of the issue prior to authorising.  

To notify us of a fault, please contact us.

  • We offer a 6-month manufacturing warranty on all of our products.
  • Within the first 30 days you can return for a refund or a replacement.
  • After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

If we are unable to fulfil, a refund will be provided on receipt of the returned item. Your refund will be credited to the original payment method.

Once a return of a faulty item has been authorised, we will provide a Pre-paid return label to return the item to us.

The item does not need to be in original packaging, but we expect for the item to be packaged in a way not to occur any further damage.

Authorised returns must be returned within 10 days of authorisation, unless otherwise agreed.

Please request/retain your proof of postage receipt, as TORRO cannot be responsible for any items that fail to reach us if the return policy has not been adhered to.

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Returning a personalized item

Each product comes with a 6 month warranty against manufacturing fault. Returns cannot be accepted on personalized products unless the item has a manufacturing fault.

If a personalizsed item does have a manufacturing fault, our normal 6 month warranty applies. Please contact us at if you have any questions or wish to return an item.

What is not covered by our 6-month warranty

TORRO products are built to withstand day to day ‘normal’ use, however as a wear and tear product, signs of everyday handling are expected. Please understand that damage to a product incurred by the user is not covered in this six-month warranty. This includes but is not limited to:

  • general wear and tear.
  • puncture damage.
  • use of chemicals on the leather.
  • damage from overloading card slots/pockets.
  • leather discolouration.
  • staining.
  • leather tears.
  • leather cracking or splitting due to repeated folding of the case.
  • any user damage to the product

What items cannot be returned

The following products won’t be eligible for exchange or refund (unless faulty).

  • Where a product has been personalized for you, or made to your specific measurements.
  • Products received over 30 days ago
  • Products without original packaging or where it’s been returned in used condition·  
  • Cases that have compression indents in the leather caused by a MagSafe charger.    
  • Alterations made to the product or repair work made by purchaser or third party.
  • Products that contain your personal data or have been manufacturer-registered
  • Gift Cards

Please note: that if you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a full refund, so please keep your receipt or order confirmation. 

Returning a promotional item

If your purchase is a part of a multiple order at an overall discount, for example a gift set containing various products, the FULL set can be returned for a refund as per 'refund/exchange' criteria cited above.

If a single item from within the order has a manufacturing fault, then the item will be repaired / replaced in line with the above 'faulty returns' policy. In the event a refund is applied for the product, the refund will be applied at the discount rate for which it was purchased.

For example: a gift set containing 4 items was purchased for $100, two of the items retail at the time of purchase was $40 each, one was $50 and one at $20 making the total RRP of the items if bought separately $150. The overall discount for purchasing the gift set is 33%.

If a refund was to be applied on the item with an RRP of $20 then the customer would receive $13.34 as recompense for the relative single item purchase price.

If your purchase is in conjunction with a 'free' item and you wish to return the item which had the monetary value at the time of purchase, then you will receive a refund at the discounted rate.

For example: an item purchased at $24.99 and you receive another item 'free' that has the monetary value of $15.99 then you will only receive a refund for $9.

Compatibility issues

TORRO cases are designed to fit specific devices. The specified device for the product is listed within the product description.

TORRO cannot be held responsible for use of a TORRO product when the customer is attempting to use the product for an unspecified device.

TORRO cases are built to be used in conjunction with mobile electronic devices and a number of TORRO cases contain magnets, i.e. for case closure. This is outlined in the product description, so that the user can make an informed decision as to whether they wish to use a product which contains magnets.

TORRO cases have been tested and are safe to use with their specified device, however we are unable to test all software functionality and compatibility on all devices, particularly with all third-party apps.

For this reason, we cannot guarantee that there will not be occasions whereby magnets can interfere with certain aspects of software. The primary function of the case is to protect the hardware of the device and we do not consider minor inconveniences of software restriction to be a manufacturing fault of the case or cover.

Any questions?

If you have any questions that haven’t been covered, please contact us and we will be happy to help you:

This policy is offered in addition to your legal rights. 

By purchasing an item from our website, you are agreeing to our returns policy as set out above.

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