Returns & support

14-day returns

You have 14 days from receiving your goods to tell us you wish to cancel an eligible online purchase. You do not need to give a reason. For an order delivered in separate parts, the withdrawal period generally begins when you receive the last item.

Email support@torelhome.com with a clear statement that you wish to cancel. Include your order reference and the items you are returning so we can identify your purchase. You must send the goods back within 14 days after notifying us.

Condition and packaging

You may open the packaging and inspect a piece to establish its nature, characteristics and function. Opening the packaging alone does not remove your right to cancel.

Handle the furniture carefully. You may be responsible for a reduction in value caused by handling beyond what is necessary to inspect it, such as avoidable damage or use beyond inspection.

Repack the piece securely, including its parts and accessories. Use the original protective packaging where possible, or suitable equivalent packaging. Contact us for return instructions and the correct destination before dispatch; our reply is not a condition of giving a valid cancellation notice.

Return transport costs

You pay the direct transport costs for a change-of-mind return. For furniture that cannot normally be returned by post, the applicable return cost or estimate is provided before purchase. Contact us for help arranging suitable transport.

Tørel covers the necessary return transport costs for faulty, damaged or incorrect items. Contact us so we can arrange the appropriate return process.

Damaged, faulty or incorrect items

Contact support@torelhome.com with your order reference and a description of the issue. Photographs of the item and packaging can help us assess it. Do not use furniture that appears unsafe.

We will help resolve the issue in accordance with your statutory rights. Those rights are separate from change-of-mind returns and are not limited to the 14-day withdrawal window.

Refunds

For a valid withdrawal, we refund the item price and the cost of standard outbound delivery within 14 days of receiving your cancellation notice. We may withhold the refund until we receive the goods or evidence that you sent them back, whichever comes first, unless we have offered to collect them.

Refunds use the original payment method unless you agree otherwise, without a refund fee. Additional charges for a delivery service above our least expensive standard option are not refundable under the withdrawal right.

Exceptions

The statutory change-of-mind right can exclude goods made to your specifications or clearly personalised. Any applicable exception is identified before you order. Your rights if an item is faulty or does not match its description remain unaffected.

Tell us you wish to cancel

You can use your own wording or this email format: “I wish to cancel my purchase of [item], ordered on [date] and received on [date]. My order reference is [reference]. My name and address are [details].” Send it to support@torelhome.com.