Refund policy
Returns and Refunds
This policy applies to purchases made from Torimaru Ltd. It does not affect your statutory rights.
Ready-made products
For non-personalised, ready-made products, you may cancel your order within 14 days of receiving it. Email info@torimaru.co.uk with your order number and a clear statement that you wish to cancel. After telling us, you must send the item back within 14 days.
Items should be returned unused and, where reasonably possible, in their original condition and packaging. You may handle an item only as you would in a shop to establish its nature, characteristics and function. We may make a deduction if unnecessary handling reduces its value.
Return address
Torimaru Ltd
12 Jubilee Mews
NN3 8JT
United Kingdom
Please obtain proof of postage. For change-of-mind returns, you are responsible for the return postage cost. If an item is faulty, damaged, incorrect or not as described, Torimaru will cover reasonable return costs.
Refunds
We will refund eligible returned products and the cost of our least expensive standard delivery option. Any extra amount paid for an upgraded or express delivery service is not refundable unless the order was faulty, damaged, incorrect or not as described.
Refunds will be made to the original payment method within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier. Your bank or payment provider may take additional time to show the refund.
Custom and personalised products
Products made to your specifications or clearly personalised—including Custom Stainless Steel and Custom Carbon Fibre keyrings—cannot normally be returned or cancelled for a change of mind. If production has not begun, contact us as soon as possible and we will try to help, but we cannot guarantee that changes or cancellation will be possible.
This exclusion does not apply where a custom product is faulty, damaged, incorrect or not as described. Your statutory rights still apply.
Problems with an order
Please inspect your order when it arrives. If an item is faulty, damaged, incorrect or not as described, email info@torimaru.co.uk as soon as reasonably possible with your order number, a description of the problem and photographs where helpful. We will arrange an appropriate repair, replacement or refund in accordance with your legal rights.
Order changes and cancellations
Contact us immediately if you need to change or cancel an order. Ready-made orders can be cancelled before dispatch, or under the cancellation rights above after delivery. Custom work may begin shortly after design approval, so changes cannot be guaranteed once production has started.
Model cancellation form
UK distance-selling rules provide a 14-day cancellation right for eligible ready-made products. You may use the form below to tell us that you wish to cancel, but you do not have to use it—you can simply email info@torimaru.co.uk with a clear cancellation request.
This cancellation right does not apply to products made to your specifications or clearly personalised, including Custom Stainless Steel and Custom Carbon Fibre keyrings. This does not affect your rights where any product is faulty, damaged, incorrect or not as described.
To: Torimaru Ltd, 12 Jubilee Mews, NN3 8JT, United Kingdom
Email: info@torimaru.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Order number:
Goods:
Ordered on / received on:
Customer name:
Customer address:
Customer signature (only if this form is submitted on paper):
Date:
Contact
Email: info@torimaru.co.uk
Postal address: Torimaru Ltd, 12 Jubilee Mews, NN3 8JT, United Kingdom