Refund policy

Start a return

Tell us what you need.

1. Requesting a return

Email admin@rubbertorch.com before sending anything back. Include your order number, the item you want to return and whether you changed your mind or there is a problem. For damage or a fault, photographs can help us resolve it more quickly.

We will confirm the return instructions. Items sent without contacting us first may take longer to identify and process.

2. Return address

Rubber Torch / DSOLOMON LTD
Office A13, Champions Business Park
Wirral, CH49 0AB
United Kingdom

Please do not send a return until we have confirmed the instructions. Keep proof of posting and use a tracked service where practical.

Changed your mind

A fair 30-day return window.

3. Our 30-day goodwill policy

You may request a return within 30 days after receiving your order. To qualify under this goodwill policy, the item should be unused, complete and returned with its accessories, instructions and original packaging where reasonably possible. Proof of purchase is required.

You may inspect an item as you would in a shop. We may reduce a refund if handling beyond that needed to check the item has caused a loss in value.

4. Your statutory right to cancel

For most goods bought online, UK consumers may cancel without giving a reason by telling us within 14 days after the goods are delivered. After telling us, you normally have a further 14 days to send the goods back. If one order arrives in separate deliveries, the cancellation period normally runs from receipt of the final item.

For a change-of-mind return, you are responsible for the direct cost of return postage unless we agree otherwise. Your legal rights are not replaced by our longer 30-day goodwill window.

Problems with an order

Faulty, damaged or incorrect goods.

5. Tell us as soon as possible

Check your order when it arrives. If an item is faulty, damaged in transit, incomplete or not what you ordered, contact us with your order number and a clear description of the problem. We will arrange an appropriate repair, replacement or refund.

Where goods are faulty, damaged or incorrect, we will cover reasonable return costs using the method we confirm. Do not dispose of an item unless we ask you to.

6. Your rights for faulty goods

Goods must be as described, fit for purpose and of satisfactory quality. UK consumers may have a short-term right to reject faulty goods and further rights to repair, replacement, price reduction or refund depending on the circumstances. These rights are separate from change-of-mind returns and are not limited by this policy.

Refunds

How and when money is returned.

7. Inspection and approval

We will let you know when the return has arrived and whether anything else is needed. Approved refunds are made to the original payment method unless we agree another method with you.

8. Refund timing

For a statutory cancellation, we will refund without undue delay and normally within 14 days after we receive the returned goods or you provide evidence that they were sent back, whichever is earlier. For other approved returns, we aim to process the refund promptly after inspection. Your bank or card provider may take additional time to show the credit.

9. Delivery charges

When the statutory right to cancel applies to the whole order, we refund the standard outbound delivery charge. Any extra amount paid for express or another enhanced delivery service is not refundable. Partial-order returns do not normally include the original delivery charge.

Exchanges and exceptions

The right solution for the order.

10. Exchanges

Contact us if you need a different product. Depending on availability and the circumstances, we may arrange a replacement or ask you to return the original item and place a new order. Faulty or incorrect items will be handled at no extra cost to you.

11. Items that cannot be returned for a change of mind

The statutory cancellation right may not apply to goods made to your specification or clearly personalised, and to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. Gift cards are not returnable for change of mind. This does not remove rights where an item is faulty, misdescribed or not supplied as agreed.

12. Sale items

Sale and promotional items have the same statutory cancellation and faulty-goods rights as full-price items. They are also covered by our 30-day goodwill policy unless a lawful exception stated above applies.

Contact

We are here to help.

13. Returns support

Email: admin@rubbertorch.com
Telephone: 0151 542 5026
Business: DSOLOMON LTD, company number 09840279
VAT: GB443546687

14. Simple cancellation notice

You can cancel by emailing us a clear statement. Include your name, address, order number, the goods being cancelled, the date ordered, the date received and the date of your notice. You do not have to use any particular wording.