Returns Policy
TorchMonster Refund/Return Policy
If you would like to return a product for store credit, replacement, or refund, please use our customer support page found here:
For customers who have created an account with us, rest assured that our support system automatically links your purchases to the email address. This means that we can easily see your purchase history and provide tailored assistance based on your past transactions.
However, we understand that some customers may have opted to check out as a guest without creating an account. If you find yourself in this scenario, don't worry! Simply registering an account with us will enable our support system to link any previous purchases made with your email address to our records.
We understand that registering an account may seem like an extra step, but it's a quick and easy process that ensures you receive the best possible support experience.
TorchMonster will accept product returns and provide you with a refund or repair where:
- The product is faulty or is not of acceptable quality; or
- The product is not fit for its intended purpose; or
- The product does not match the sample or our description; and
- You or we have your proof of purchase from TorchMonster.
Any Cosmetic Damage Must Be Reported Within 48 Hours of Delivery.
Please note that we may request for you to email/send pictures of damaged or defective merchandise prior to sending the items back. We may also email you with troubleshooting steps in an attempt to save you the time of returning the items.
Return of unused and unopened products:
You have the right to withdraw from the Order with TorchMonster and to return any new unused item purchased from us for a refund without giving any reason up to fourteen (14) days following the receipt of the item purchased. To exercise the right of withdrawal, you must inform us of your decision to withdraw from the Order. If you withdraw, TorchMonster will reimburse to you all payments received from you, excluding the costs of shipment, within fourteen (14) days from the day you inform us of your decision to withdraw.
If you elect to withdraw, you must return the new, unused item purchased to TorchMonster within fourteen (14) days of notifying us of your election. We may withhold reimbursement until we have received the purchased item. No refunds will be issued for items not returned within fourteen (14) days of notifying TorchMonster that you would like to return the items for a refund. You agree that you will be responsible for the cost of return shipment in the event you elect to withdraw from the purchase agreement and to return an item for a refund.
Because of the nature of the products sold by us, for safety reasons, TorchMonster will not accept returns of batteries. TorchMonster will issue refunds only for new and unused devices and products (excluding batteries).
If you decide to return a product and originally received free shipping, you will be responsible for the shipping cost associated with initial delivery. For example, if you received free shipping, but it costs us $5.99 to ship the product to you, we will deduct $5.99 from your refund. This may be higher or lower depending on the weight. ALL SHIPPING COSTS ARE NON REFUNDABLE.
Here are the steps you will want to take:
- Initiate a dispute through the returns part of your TorchMonster log in.
- Repackage the item including all original parts, packing materials, instructions, etc. Within reason this means that everything must be returned exactly as it was sent to you. If you do not have the original packaging we will NOT accept this as a return. Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item. DO NOT send items back in regular envelope, this is not sufficient packaging and can cause items to be lost in the mail as the envelopes are not tracked. Padded parcel bags are a must.
- If you are to receive a refund, it will be issued by TorchMonster when the returned item has been received in satisfactory condition. Refunds will be processed within 10 business days of receiving the items.
- Usually refunds can take up to 5 business days to completely process after the refund has been initiated. Refunds are only issued to the original form of payment on the corresponding order. If you have any questions on our return/refund process, feel free to use the contact us links.
Price Adjustment Disclaimer:
TorchMonster will honour price adjustment within 14 days from the date of purchase.. Holiday specials, promotional sales, and clearance sales may be exempt. Price adjustment will be issued via store credit.
Please note TorchMonster may elect to return the product to the manufacturer's repair agent to determine the nature of the problem. If the product is determined to be faulty, not of merchantable quality, not fit for purpose or not matching a description or sample TorchMonster will offer a repair, exchange or refund.
Where you seek a refund for any item that was purchased as part of a 'deal', TorchMonster may refund the price in accordance with deal eligibility. No refund will be given on free items and any refund amount may be recalculated if your return results in deal eligibility no longer being met.
We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.
