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Torpol Knowledge base

I received a different product than the one I ordered. What should I do?

Last Updated: 12. Juni 2026 19:17

While this happens very rarely, if you have received a product different from the one you ordered, we will treat the matter as a priority. The exchange or correction process is straightforward and does not require any complicated formalities on your part.

What should I do immediately after opening the package?

If you notice that the product does not match your order:

• check your order number and purchase confirmation email,
• take photos of the product you received,
• keep the original packaging and any tags attached to the product.

Photo documentation helps us verify the issue more quickly and arrange the correct shipment as efficiently as possible.

How do I report an incorrect item?

Please contact us as soon as you notice the discrepancy:

• Email: shop@torpol.com
• Contact form available in the Contact / Help section

In your message, please include:

• your order number
• a brief description of the issue
• photos of the product you received, 
• information about the product that should have been delivered.

We usually respond within 1–2 business days, and in cases where the error is clear, often even sooner.

What happens next? How does the process work?

Once we have reviewed and verified your claim, we will:

• promptly dispatch the correct product
• provide instructions for returning the incorrect item\
• over all return shipping costs.

In many cases, we can arrange for a delivery company to collect the package from an address of your choice, making the process as simple and convenient as possible.

Do I need to return the product I received by mistake?

In most cases, yes. However, the process is straightforward and involves no cost to you. In certain situations, such as with small accessories, a return may not be required. If this applies, our customer service team will let you know when reviewing your case.

How do we minimise errors?

Every order goes through a multi-step verification process, including:

• product verification in the warehouse
• a final check before packing,
• verification of the shipping label against the contents of the package.

Although our quality control procedures are thorough, occasional mistakes can happen. That is why we have designed a correction process that is quick, transparent, and customer-friendly.