Inflexible and opportunistic
I have ordered numerous parts from Torqen over the past 2 to 3 years. All parts have been for a 240Z undergoing a complete re-build. Last year I purchased what I thought was a screen rubber for the car. The item was listed in the parts for the 240/260/280Z models (ie the S30). However, when I came to fit it several months later, it turned out to be for a Datsun 510, so not what I thought I had bought. The item was still in its original packaging but Torqen refused to take it back and refund me even though I was about to put in an order for further items. They maintained that they had no obligation to accept any items after 14 days (not true) and were totally inflexible. I returned the item anyway. So they have the part, which they can sell again and my money! What a ridiculous attitude to take. I am done with them.
The reply below is mostly wrong or misconceived. If the item had been clearly described I would not have bought it. The 14 day return period is irrelevant. That is a period in which an online purchaser has a right provided by the distance selling rules to return a purchase without any reason. My reason for returning the product was that it was purchased and sold in error. Torqen sold me one part when in fact I wanted to purchase another. We were at cross purposes. We did not reach any binding agreement and both parties were entitled to go back to square one. However, irrespective of the legal niceties, consider the following: 1. Torqen has the product they sold to me which they can sell again to someone who wants it. 2. If they make no recompense to me, the profit on the second sale will be a windfall. And the cost to me will be around £100 (the cost of the item and two shipping costs) which represents a pure loss. I am not sure how to describe that way of doing business but inflexible and opportunistic seems to cover it.
Reply from TORQEN
Hi Paul, we’re disappointed by your review given the full context.
The part in question was delivered to you in November 2024—nearly nine months before you attempted to return it in August 2025. Our returns policy, clearly stated on our website and at checkout, allows for returns within 14 days of delivery. This is standard practice across the industry and complies fully with UK consumer law, particularly for B2C transactions involving non-faulty goods.
You contacted us only after the part had been in your possession for almost a year. Despite this, we took the time to respond politely, explaining our policy and the reasons we could not accept the return. You then sent the item back to us anyway, ignoring our previous communication. Upon receipt, we reached out again to offer three clear options: 1) arrange your own return shipping, 2) pay £8.99 for us to send it back to you, or 3) allow us to dispose of it. You refused all three and suggested we simply resell the part for profit. That is not how we operate.
The part itself was listed accurately on our website as compatible with the Datsun 510. It is your responsibility as the buyer to confirm suitability before purchasing, particularly when working on a vehicle that’s been out of production for over 50 years. At no point did we misrepresent the item, and we received no request from you at the time of purchase to clarify fitment.
Your claim that we are “inflexible and opportunistic” is unfounded. We upheld a clear, reasonable policy, communicated transparently, and offered options even when the return was made far outside the acceptable timeframe.
We regret that you feel this way, but we stand by how this was handled.
Kind regards,
TORQEN Customer Service Team
