Refund policy
Warranty, Returns & Refund Policy
At TORQ, we're committed to building premium products that are made to last. Every product we sell is backed by New Zealand consumer law and our own product warranty.
If something isn't right, we'll work with you to make it right.
Warranty
All TORQ products are covered against manufacturing defects for the warranty period listed below.
Your order confirmation email acts as your proof of purchase, so there's no need to register your warranty.
Warranty periods vary depending on the product.
Current Warranty Periods
- TORQ Bonnet Mounts – Lifetime Structural Warranty
- TORQ UHF Antennas – 12 Month Warranty
- TORQ Accessories – 12 Month Warranty
If a product develops a manufacturing fault during its warranty period, we'll repair, replace or refund the product where appropriate.
What Our Warranty Covers
Our warranty covers manufacturing defects including:
- Manufacturing faults
- Material defects
- Structural failures during normal use
- Incorrect assembly from manufacture
- Hardware failures caused by manufacturing defects
What Our Warranty Does Not Cover
Our warranty does not cover damage caused by:
- Incorrect installation
- Incorrect wiring
- Vehicle accidents
- Misuse or abuse
- Product modification
- Improper maintenance
- Normal wear and tear
- Cosmetic scratches or fading
- Corrosion caused by environmental conditions
- Damage caused by impacts or collisions
- Damage caused by using products outside their intended purpose
Products that have been modified or incorrectly installed may void warranty coverage.
Installation
TORQ products must be installed correctly and used for their intended purpose.
Failure to follow supplied installation instructions may affect warranty eligibility.
Professional installation is recommended where appropriate.
Returns
We accept returns only where:
- You received the wrong item.
- Your product arrived damaged.
- Your product has a manufacturing fault.
- We have otherwise approved the return.
Unfortunately, we do not accept change-of-mind returns.
To be eligible for a return, products must:
- Be returned in their original condition.
- Include all supplied accessories and hardware.
- Be returned in the original packaging where reasonably possible.
Starting a Return
To request a return, please email:
Include:
- Your order number
- Your full name
- A description of the issue
- Photos of the product
- Photos of the installation (if applicable)
We'll assess your claim and provide return instructions if required.
Items returned without prior approval may be refused.
Damaged or Incorrect Orders
Please inspect your order as soon as it arrives.
If you receive:
- the wrong item,
- shipping damage,
- missing parts,
- or a manufacturing defect,
contact us as soon as possible so we can resolve the issue quickly.
Where required we may ask for photos of:
- the packaging
- the shipping label
- the product
- the fault
Refunds
If a refund is approved, it will be issued back to your original payment method.
Refunds are generally processed within 5–10 business days after approval, although your bank or payment provider may take additional time to process the transaction.
Shipping Costs
If the return is due to:
- a manufacturing defect,
- an incorrect item,
- or our error,
TORQ will cover reasonable return shipping costs.
If a return is approved for another reason, return shipping may be the customer's responsibility unless required otherwise under New Zealand consumer law.
Consumer Guarantees Act
Nothing in this policy excludes or limits your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand legislation.
Where the Consumer Guarantees Act applies, you are entitled to the remedies provided by law.
Contact
TORQ
Email: torqnz@gmail.com
Website: www.torqnz.com