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Torpol Knowledge base

What is your return policy?

Last Updated: 12. Juni 2026 19:46

We understand that a purchase may not always be the perfect choice, which is why our return policy is designed to be simple, clear, and convenient.

You have the right to cancel the order and return the product without giving a reason, provided that certain criteria regarding the condition and completeness of the item are met.

How long do I have to return a product?

You have 14 calendar days from the date of receiving your order to return products.

Within this period, you should either:

·         inform us of your intention to return the item, or

·         send the parcel back together with the return form to the following address:
Torpol, Rzemieślnicza 10, 83-300 Łapalice

If you first notify us by email and send the parcel shortly afterwards, the return period is still considered valid

What condition must the products be in?

For a return to be approved:

• Products must be unused
• They should include all tags, parts, and accessories
• They must be complete, with no signs of use, dirt, tampering, or odors
• It is best to return them in their original packaging

If a product shows signs of use or is incomplete, we reserve the right to reduce the refund amount or refuse the shipment—we will always notify you of this before making a decision.

What about personalized products?

Custom-made products with personalization (e.g., embroidery, custom sizes, special finishes) are non-returnable, provided they match the order and are free of defects.

A return is possible only if:

• the product has a manufacturing defect
• there is a technological defect
• the order was completed incorrectly or not in line with the agreed specifications

Information regarding the non-returnable nature of personalized items is displayed in the shopping cart and in the terms and conditions.

Who covers the return shipping cost?

The cost of returning a product is covered by the customer, except in cases where:

·         the product is defective,

·         you received an item that does not match your order,

·         the item was damaged during transport.

In these situations, we cover the return shipping costs and, in many cases, we also arrange carrier to pick up the item.

When will I receive my refund?

Once your return has been delivered:

·         we check the contents and condition of the package,

·         we send you a confirmation of receipt,

·         we initiate the refund process.

The full process usually takes 5–12 business days (including verification and payment processing). Refunds are issued using the same payment method used for the original purchase, unless agreed otherwise.

How do I properly prepare a return package?

To ensure the process goes smoothly and without delays:

·         secure the product, preferably in its original packaging,

·         include the return form and proof of purchase (receipt or invoice),

·         seal the package carefully, especially if it contains textiles or protective components.

Damage resulting from improper packaging may affect the acceptance of the return.

How can I contact customer support?

If you have questions about your order, products, delivery, returns, or need technical assistance, our customer service team is here to help.

You can contact us in several ways:

·         by email: shop@torpol.com

·         by phone: +48 605-555-576

·         via the contact form available on our website

To speed up the handling of your request, please include:

·         your order number,

·         the full name used when placing the order,

·         a brief description of the issue or question,

·         photos of the product or shipment (if the case involves a complaint or damage).

We always do our best to respond as quickly as possible. Most inquiries are handled within 1–2 business days, although response times may be longer during peak periods.

If your request concerns delivery, returns, or complaints, providing key details in your first message will significantly speed up the process.