Returns & Refund Policy
Last updated: October 2026
Torry's Hardware and DIY is committed to your satisfaction. We comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your Legal Right to Cancel (Cooling-Off Period)
You have the right to cancel your online order within 14 days of receiving your goods without giving any reason.
To exercise this right, contact us at sue@torrys.com, providing your order number and confirming your intention to cancel. You then have a further 14 days to return the goods to us.
We will process your refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever happens first. Refunds will be made using your original payment method, unless otherwise agreed with you.
Our Extended Returns Window
In addition to your statutory rights, we accept change-of-mind returns within 30 days of the delivery date, provided:
-
The product is unused and in its original condition and packaging
-
All accessories, manuals and packaging are included
-
The product has not been damaged, modified or altered by you
Return shipping for change-of-mind returns is at the customer's expense.
Exclusions
Change-of-mind returns are not accepted for:
-
Products that have been installed, assembled or used
-
Perishable goods
-
Items clearly identified as non-returnable, where permitted by law
These exclusions do not affect your statutory rights if an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.
Faulty, Damaged, or Misdescribed Products
If your product arrives faulty, is damaged in transit or does not match its description, you are protected by the Consumer Rights Act 2015.
Depending on the circumstances and applicable legal requirements, you may be entitled to a repair, replacement or refund.
-
Within 30 days of delivery: You may generally exercise your short-term right to reject faulty goods for a refund.
-
Within the first six months: If a fault is discovered, it is generally presumed to have existed at delivery unless we can establish otherwise. We may first be entitled to offer a repair or replacement. If that is unsuccessful or cannot be provided within a reasonable time and without significant inconvenience, you may be entitled to a refund or other applicable remedy.
For damage during transit, please contact us as soon as possible so we can investigate and assist. Any request to report damage within a particular timeframe does not limit your statutory rights.
Email sue@torrys.com with your order number, a description of the issue and photographs where possible.
Exchanges
We accept exchanges for items of equal or greater value, subject to availability. If you would like an exchange instead of a return and refund, contact us to arrange it.
Your statutory rights remain unaffected by any exchange arrangement.
How to Return
-
Email sue@torrys.com with your order number and the reason for your return.
-
We will respond within 2 business days with return instructions.
-
Package the item securely and send it using the instructions provided.
Please do not send items back before contacting us for return instructions.
Refund Processing
Approved refunds will be made to your original payment method. For statutory cancellations, refunds will be issued within the legal timeframe described above. For other approved returns, we will process the refund within 14 days of receiving the returned item.
Your bank or payment provider may require additional time to make the funds available in your account.
Contact
For returns and refunds enquiries, please contact:
Business: Torry's Hardware and DIY
Owner: RUB NAWAZ
Email: sue@torrys.com
Phone: 01926 492249
Return Address: 30–34 West Street, Warwick, CV34 6AN, United Kingdom
Website: https://torryshardware.shop