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Torpol Knowledge base

My products arrived damaged. What should I do?

Last Updated: June 12, 2026, 7:28 p.m.

Receiving a damaged product is rare, but it can happen despite our careful packaging. We understand that this can be frustrating, which is why our claims process is designed to be simple and fast.

What should I do first?

If you notice that a product is damaged:

·         Do not dispose of the packaging or protective materials, as they may be required for the claims process and damage assessment.

·         Take photos from different angles:

o    the product and the area of damage,

o    the packaging,

o    shipping labels,

o    the inside of the parcel (showing how the product was secured).

·         Keep your order number and proof of purchase.

Photo documentation will help us verify the situation more quickly and provide the appropriate support.

How do I report a damaged product?

Please contact us via one of the following channels:

·         email: shop@torpol.com

·         contact form in the Contact section

In your message, please include:

·         your order number,

·         a short description of the damage,

·         photos documenting the condition of the product and packaging.

This is enough to start the claims process.

What happens next?

After receiving your claim:

·         We review the documentation (in most cases, you will not be required to return the product at this stage).

·         We will contact you within 1–3 business days with a decision and further instructions.

Depending on the case, we offer:

·         replacement with a new product,

·         repair, if it is possible and agreed upon,

·         a refund.

In most cases, we arrange a replacement as quickly as possible—we do not want you to wait longer than necessary.

Do I need to return the damaged product?

In some cases we may ask you to return the product, but not always. If a return is required, we will cover the full cost of the return shipping.

Damage during transport

If you suspect that the damage occurred during delivery:

·         Take a photo of the parcel before opening it, especially if you notice dents, tears, or any other signs of handling damage.

·         You may ask the delivery person to prepare a damage report. This is not mandatory, but it can speed up the claims process with the carrier.

How do we pack products to prevent damage?

Every order is:

·         properly secured,

·         filled with protective materials,

·         packed in accordance with shipping standards for equestrian and textile products.

Despite this, occasional damage may occur due to transport conditions or external factors. For this reason, our claims process is clear and does not require unnecessary formalities.