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Returning your board

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Within 1 month of delivery

Brand new & unused

Unwanted / changed mind – Please contact customer service team by email service@torq-e.com to inform us of the return. We recommend using an online parcel delivery company such as Parcel2Go to return it to us. If you would like us to provide a returns label, there is a charge of £12.95 which we will deduct from any refund. When we receive the board, we will inspect and assess it and, provided it is in new condition, we will issue the appropriate refund. Please ensure the board is appropriately packaged and protected for the return journey.

Faulty / defective – Please take a look at our troubleshooting guides here as there may well be a simple fix for your issue.

If you have followed this and definitely need to return your board, please contact us with as much detail as you can about the fault. The technical team may ask you a few questions to understand the fault, and will then create a returns label for you to print and attach to the return.

Please package the board back in the original packaging and, if that is not possible, please put in a suitable box with plenty of protection. There should be a collection point near you, so once the item is packaged up,  just take it down to your nearest or most convenient outlet. Once received, we will asses the board in our workshop.

If you require a refund, provided the problem is not due to user damage, we will issue the refund back to your original payment method.

If you still want your board, we will repair if it is a simple fix and return to you as quickly as possible. If the problem is more involved, we will issue you with a new board provided we have stock available, if there is no like for like stock available, we will offer a suitable alternative.

Wrong item received – If you have received the wrong item, please accept our apologies. Please contact customer service team by email service@torq-e.com We will send you a return label with full instructions of how to return and once the item has been sent, we will send the replacement board out straight away.

Used Boards

Unwanted / changed mind – Once used, we are unable to accept a return as unwanted.

Faulty / defective – Please take a look at our troubleshooting guides here as there may well be a simple fix for your issue.

If you have followed this and definitely need to return your board, please contact us with as much detail as can about the fault. The technical team will then issue a returns label for you to print and attach to the return parcel.

Please package the board back in the original packaging and, if that is not possible, please put in a suitable box with plenty of protection. There should be a collection point near you, so once the item is packaged up,  just take it down to your nearest or most convenient outlet. Once received, we will assess the board in our workshop.

Once assessed, provided the problem is not due to user damage and is definitely a manufacturing defect (covered by our warranty), we will repair if it is a simple fix and return to you as quickly as possible. If the problem is more involved, we may issue you with a new board provided we have stock available, if there is no like for like stock available, we will offer a comparable alternative.

If the issue is due to user error or has been damaged while in use, we will provide a quote for the repair and return delivery. Once the repair invoice has been paid, we will carry out the repair and return to you within 1 week. At this point, if you do not require repair, you can either collect from our workshop in Cornwall, or pay a one off delivery cost of £12.95 to have us return the board to you in the same condition it arrived with us. Provided you agree to the repair, once paid, we will commence the work, fully test the board and return to you as soon as possible.

If you require a refund, provided the problem is not due to user damage and is definitely a manufacturing defect, we will issue the refund back to your original payment method. N.B. For any refund, the board must arrive back at our workshop with in 1 month of delivery.

If the issue is due to user error or has been damaged while in use, we will not be able to issue a refund, but will provide a quote for the repair and return delivery. At this point, if you do not require repair, you can either collect from our workshop in Cornwall, or pay a one off delivery cost of £12.95 to have us return the board to you in the same condition it arrived with us. Provided you agree to the repair, once paid, we will commence the work, fully test the board and return to you as soon as possible.

After 1 month of delivery

For faulty or damaged boards, please take a look at our troubleshooting guides here as there may well be a simple fix for your issue.

If you have followed this and definitely need to return your board, please contact us with as much detail as can about the fault / damage. We recommend using an online parcel delivery company such as Parcel2Go to return it to us. We can provide a returns label, but there would be a charge of £12.95 for this service which will be payable before we issue the label.

Once the board arrives back at our workshop, we will assess it and provide a report detailing what the problem is and whether or not the issue is covered by our warranty.

Once assessed, provided the problem is not due to user damage and is definitely a manufacturing defect (covered by our warranty), we will repair if it is a simple fix and return to you as quickly as possible without charge. At this point we would also refund the return postage to you.

If the issue is due to user error or has been damaged while in use, we will provide a quote for the repair and return delivery. Once the repair invoice has been paid, we will carry out the repair and return to you within 1 week. At this point, if you do not require repair, you can either collect from our workshop in Cornwall, or pay an additional delivery cost of £12.95 to have us return the board to you in the same condition it arrived with us.

N.B. Once the board has been with the purchaser for more than 1 month (30 days), there is no option for refund only repair.

After 1 Year of delivery

After owning a Torq-e Board for over one year, it is no longer covered by our standard warranty. There are times when we have offered an extended warranty, which is clearly stipulated at time of purchase and will be noted on your purchase file with us. We only started offering extended warranties from November 2017 so, if you purchased your board prior to this, it will only have the standard 1 year warranty as outlined in our warranty information here.

For faulty or damaged boards, please take a look at our troubleshooting guides here as there may well be a simple fix for your issue.

If you have followed this and definitely need to return your board, please contact us with as much detail as can about the fault / damage. We recommend using an online parcel delivery company such as Parcel2Go to return it to us. We can provide a returns label, but there would be a charge of £12.95 for this service which will be payable before we issue the label.

Once the board arrives back at our workshop, we will assess it and provide a report detailing what the problem is and whether or not the board / issue is covered by our warranty. If the repair is not covered by warranty, we will provide a quote for the repair and return delivery. Once the repair invoice has been paid, we will carry out the repair and return to you within 1 week. At this point, if you do not require repair, you can either collect from our workshop in Cornwall, or pay an additional delivery cost of £12.95 to have us return the board to you in the same condition it arrived with us.

Warranty / repair notes

Examples of our current prices for repair and delivery / collection are as follows: New battery £30 – New main circuit board £25 – New gyro circuit board £9 – 1 x New wheel (inc motor) £20 – New complete shell – £35 – UK mainland collection £12.95 – UK mainland delivery £12.95 – Labour £15 / hour (we can usually fix most issues within the first hour).

As an example, a board that has been ridden through water or mud will often have multiple short circuits, which can damage the battery, main circuit board and one or both wheels. So including shipping this can often cost over £100 to fix.