Skip to content
Need assistance? Call us at (202) 539-6797 | Or Start a Live Chat
(202) 539-6797 | Live Chat
t: 202-539-6797 Track My Order Return Policy Hours: Mon-Sat, 8am - 10pm EST Trade Professionals

Return & Refund Policy

It’s important to us that you are happy with your purchase. If, for whatever reason, a product doesn’t fit your needs, our team is here to assist. 

Cancellations

You may cancel your order any time before it ships free of charge (exceptions do apply for custom orders & made-to-order products). 

To cancel an order, please contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797. 

Custom Orders and Made-to-Order Products 

We take pride in your ability to customize & personalize our products. Our goal is for you to find the exact product to suit your needs. Given that custom orders & made-to-order products are put into production specifically for your order, these items are not eligible for cancellation or refund. 

All sales are final for custom made & made-to-order products. 

Return Process

Items Eligible for Return

Most unused items can be returned within 30 days of delivery. To schedule a return please follow the steps below:

  1. Contact our customer support team via live chat or call us (202) 539-6797. You can email: support@thetorchguys.com as a first step, but our team will need to speak with you to gather information about your return.
  2. You will receive an email confirming your return request has been accepted or denied within 1 business day. If approved, your email will also include detailed return instructions. ***From the date you receive this email you have 30 days to return the product. 
  3. Any items returned outside of this process are not eligible for refund. 

Items Not Eligible for Return

  • Custom made and made-to-order products
  • Items marked “non-returnable” in the item description
  • Used items, or items that have been installed or assembled
  • Bundled kits sold at discounted rate - the entire kit must be returned. 

Refunds

  1. Your refund will be processed back to the original form of payment. Most banks process refunds within 3-5 business days. 
  2. Checks will be mailed for bank wire or check transactions. Refund checks are valid for 90 days from the date they are issued. 
  3. If the product you’ve returned is ineligible for refund, we will notify you as soon as possible. 
  4. Shipping costs (to and from) will be deducted from the refund. 
  5. In some cases, a restocking fee may apply. This is completely up to the manufacturer. If a restocking fee does apply, we will let you know during the return review process. 

Exchanges

If you would like to exchange your product, you may do so. You are responsible for any shipping fees throughout the returns & exchange process. To schedule an exchange please contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797. 

Damages

We aim to ensure your product is delivered in excellent condition. In the rare event that your order does sustain damage during shipping, we are here to assist you. Our team will assume responsibility for any items damaged while shipping as long as you follow the steps and timeline outlined below:

For Freight/Signature Required Deliveries:

  • Any damage or missing pieces must be noted on the delivery receipt. 
  • The order must be opened and inspected in the presence of the delivery driver. 
  • If you sign for the delivery without noting any damage or missing items on the receipt, you are accepting that your full order has arrived in excellent condition. 
  • Do not discard any damaged items or the original packaging. 
  • For severe damage, we recommend noting on the delivery receipt, “refused due to damage” and contact us immediately. 
  • Contact us within 1 business day via live chat, email: support@thetorchguys.com or call us (202) 539-6797 to report the damage. Please have delivery details & photos illustrating the damage ready. 
  • Damaged items are required to be returned within 30 days. 

For Standard Shipments:

  • Any damage or missing pieces must be reported within 30 days of receipt. 
  • Do not discard any damaged items or the original packaging. 
  • Contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797 to report the damage. Please have delivery details & photos illustrating the damage ready.

Warranty

In the unlikely event your product experiences a defect, our technical team will guide you through the manufacturer’s warranty process. Here is a general outline of what to expect:

Due to the technical nature of our products, troubleshooting is required by the manufacturer to process a warranty claim. Your installer will need to troubleshoot and diagnose the problem on-site while working in tandem with our technical team. If troubleshooting leads to what The Torch Guys deems as a defective part, we will submit a warranty claim to the manufacturer on your behalf. Before we submit the claim, we will ask you to review the terms to proceed.

Once the claim is submitted, the manufacturer will review and approve or deny the claim. If they have all the information and accept the claim, your warranty replacement part(s) will begin processing for shipment. If for any reason, the claim is denied, or we need more information, we will notify you as soon as possible.

All warranties are processed as exchanges. You can expect to receive a pre-paid return label for the defective part(s), which will need to be returned within 30 days of receiving the warranty replacement(s).

Warranty claims can take anywhere from 1-4 weeks to process, depending on the season. Due to the length of time claims can extend, we recommend that you fire up your unit in the late summer/early fall to ensure it’s in good working condition for the winter season.