Refund policy

RETURN & REFUND POLICY

Last updated: 21.02.2025.

Torque Lab is committed to providing high-quality automotive performance parts. We understand that sometimes returns are necessary, and we aim to make the process as smooth as possible. Please read our return and refund policy carefully before making a purchase.

1. RIGHT OF WITHDRAWAL (EU CONSUMER RIGHTS)

Under the EU Consumer Rights Directive (2011/83/EU) and the Consumer Protection Act (Zakon o zaštiti potrošača, NN 19/22), customers in the European Union have the right to withdraw from a distance contract within 14 days of receiving their order without providing any reason.

Conditions for withdrawal:

  • The withdrawal period expires 14 days after you or a third party (other than the courier) receives the goods.
  • To exercise your right of withdrawal, you must inform us via email at info@torquelab.eu or by completing our online return form.
  • The product must be unused, in its original packaging, and in the same condition as received.

Refund:

  • Refund applies to product value only
  • Original shipping costs are non-refundable
  • Customer is responsible for all return shipping costs

⚠️ IMPORTANT – CONDITION-BASED REFUNDS

Due to the nature of performance parts, all returns are subject to inspection.

Refunds are calculated based on the condition of the returned item:

  • Unopened, original condition → up to 80% refund
  • Opened packaging → up to 50% refund
  • Used, installed, damaged, or incomplete → no refund

👉 Final refund amount is determined after inspection.

👉 The maximum refundable amount will not exceed the original product value (excluding any additional costs such as shipping or handling).

2. SPECIAL ORDER & NON-RETURNABLE ITEMS

The following items are non-returnable:

  • Special-order or non-stock items (ordered specifically for the customer)
  • Custom-made products
  • Electrical components (ECUs, sensors, tuning devices)
  • Installed, used, or modified products

🚫 These items are exempt from the standard right of withdrawal.

3. FITMENT RESPONSIBILITY

Customers are responsible for verifying compatibility before purchase.

While Torque Lab provides guidance where possible:

  • Incorrectly ordered items due to fitment issues are not considered defective
  • Such returns are processed under standard return conditions

4. DEFECTIVE OR INCORRECT ITEMS

If you receive a defective or incorrect product:

  • You must notify us within 14 days of delivery
  • You must provide clear photos and description of the issue

After review, Torque Lab will determine the appropriate resolution, which may include:

  • Replacement of the item
  • Partial or full refund
  • Return shipping support (at our discretion)

⚠️ Return shipping costs are not automatically covered and are assessed on a case-by-case basis.

5. RETURN PROCESS

To initiate a return:

  1. Contact us at: info@torquelab.eu
  2. Provide your order number and reason for return
  3. Wait for return approval and instructions
  4. Ship the item using a tracked shipping method

⚠️ Returns sent without prior approval may be refused.

📦 RETURN ADDRESS

Torque Lab
Savska 26
10372 Oborovo
Croatia

6. REFUNDS

  • Refunds are processed after inspection of the returned item
  • Refunds are issued via the original payment method
  • Processing time: 5–14 business days

6. CONTACT US

📧 Email: info@torquelab.eu
📞 Phone: +385 91 335 0200
🌍 Website: www.torquelab.eu

⚠️ Disclaimer:
This policy is in accordance with EU regulations and Croatian consumer law. We reserve the right to update this policy at any time, so please check this page periodically. Torque Lab reserves the right to refuse returns that do not meet the conditions outlined above.

🚀 Need help? We’re happy to assist!