Returns Policy
TorchMonster Refund/Return Policy
If you would like to return a product for store credit, replacement, or refund, please email our customer support by email: sales@torchmonster for a return request. Please provide as many details as possible, including Order #, Full Name, Address, Phone Number, and Reason for the return. If the return is approved, you will get further directions on shipping the package back to us.
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 can present your TorchMonster receipt or other adequate proof of purchase.
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 by contacting TorchMonster at sales@torchmonster.co.nz. 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:
- Contact TorchMonster by email. Please get approval from the agent to send the item back before sending the item.
- 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.
- Include a copy of the original receipt in the package.
- 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 with proof 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. If you cannot present your TorchMonster receipt or other acceptable proof of purchase TorchMonster reserves the right not to offer a refund or exchange.
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.
