At Toreno Shop, we take pride in offering premium bathroom products to our discerning clientele—homeowners, interior designers, and renovation enthusiasts worldwide. We are committed to ensuring your complete satisfaction with every purchase. If you are not entirely satisfied with your order, we are here to help.

1. Returns & Exchanges Eligibility

You have 15 calendar days from the date of delivery to request a return or exchange for most items. To be eligible for a return or exchange, your item must be:

  • Unused and in the same condition as when you received it.
  • In its original packaging, including all tags and accessories.
  • Accompanied by the original proof of purchase.
Please Note: Due to hygiene and safety reasons, the following products are non-returnable and non-exchangeable unless they arrive damaged or defective:
  • Basin Taps & Bath Taps
  • Bath Wastes & Plugs
  • Back To Wall Toilet Units
  • Any product that has been installed, used, or removed from its original packaging.

2. The Returns & Exchanges Process

Follow these simple steps to initiate a return or exchange:

  1. Contact Us: Within 15 days of delivery, email us at [email protected] with your order number and details about the product you wish to return or exchange. You may use the template provided below.
  2. Wait for Instructions: Our customer service team will respond within 2 business days with a Returns Authorisation (RA) number and detailed instructions on where to send your package. Please do not ship anything back without an RA number.
  3. Ship the Item: Carefully pack the item in its original packaging and ship it to the address we provide. We recommend using a trackable shipping service and purchasing shipping insurance, as you are responsible for the item until it reaches our warehouse.
  4. Inspection & Processing: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund or exchange. This process typically takes 3-5 business days after we receive your return.

3. Refund Timelines and Methods

Upon approval of your return:

  • Timeline: Your refund will be processed within 5-7 business days of approval. The time it takes for the refund to appear in your account will depend on your original payment method:
    • Credit/Debit Card (Visa, MasterCard, JCB): 5-10 business days.
    • PayPal: 3-5 business days.
  • Method: Refunds will be issued to the original payment method used for the purchase. Shipping costs are non-refundable, except in cases where the return is due to our error (e.g., you received a damaged or incorrect item).

For exchanges, we will ship the replacement item via Standard Shipping once the return is approved. You will be notified with a new tracking number.

4. Returns & Exchanges Request Template

To expedite the process, please use the following template when emailing us your request:

Subject: Returns & Exchanges Request – Order #[Your Order Number] Dear Toreno Shop Customer Service, I would like to request a [return / exchange] for my recent order. Order Number: [Your Order Number] Product Name: [e.g., 8mm Glass Shower Enclosure, Model X] Reason for Return/Exchange: [Please provide a detailed reason] Please provide me with the Returns Authorisation number and further instructions. Thank you, [Your Full Name] [Your Phone Number]

5. Contact Us

If you have any questions about our Returns & Exchanges policy, please do not hesitate to contact our dedicated support team.

Email: [email protected]
Postal Address: 92 Dalston Rd, Carlisle, GB CA6H 6MX