Refund policy
Last Updated: October 16, 2026
At TOUROA, customer satisfaction is our priority. We want you to feel confident when purchasing safety shoes from our online store. If you are not completely satisfied with your purchase, you may request a return or refund in accordance with the policy below.
1. Return Period
You have 14 days from the date you receive your order to notify us that you wish to return an item.
For eligible UK online purchases, once you notify us of your decision to cancel, you have an additional 14 days to send the item back.
To request a return, please contact us at:
Email: contact@touroa.co.uk
Please include your full name, order number, and the item you wish to return.
2. Return Conditions
To qualify for a change-of-mind return, products should be handled only as necessary to inspect their nature, characteristics, and functionality.
For safety shoes, we recommend trying them on indoors on a clean surface to avoid unnecessary wear or damage.
Where possible, please return products with their original packaging and accessories.
Excessive handling that reduces the product's value may result in a deduction from the refund where permitted by law.
These conditions do not affect your statutory rights regarding faulty, damaged, or incorrectly described products.
3. Return Shipping Costs
For returns due to a change of mind or incorrect size, customers may be responsible for direct return shipping costs, provided this responsibility was communicated before purchase and is permitted by applicable law.
If you receive a defective, damaged, or incorrect product, please contact us before returning it.
Where required by applicable law, TOUROA will cover reasonable return shipping costs for faulty or incorrectly supplied items.
4. Damaged, Defective, or Incorrect Products
Please inspect your order upon delivery.
If your item arrives damaged, defective, or different from what you ordered, contact us as soon as possible at contact@touroa.co.uk.
Please provide:
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Your order number
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A description of the issue
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Clear photographs of the product and packaging, if available
Our customer support team will review your request and offer an appropriate resolution, which may include a replacement, repair, or refund in accordance with applicable consumer protection laws.
5. Size Exchanges
If you ordered the wrong shoe size, please contact our customer support team.
We will inform you whether an exchange is available depending on the product and stock availability.
If an exchange is not possible, you may request a return in accordance with this policy and your applicable consumer rights.
6. Refund Process
Once we receive your returned item, we will inspect it and notify you of the status of your return.
For eligible UK statutory cancellations, refunds will be issued within 14 days of receiving the returned goods or receiving acceptable evidence that they have been sent back, whichever occurs first.
Where required by law, refunds will include the original standard delivery charge. Any lawful deductions will be explained.
Refunds will normally be issued through the original payment method used at checkout.
The time required for the refund to appear in your account may vary depending on your bank or payment provider.
7. Right of Withdrawal
For eligible UK online purchases, customers have a statutory right to cancel within 14 days after receiving their goods, without providing a reason.
After notifying us of cancellation, the products must be returned within the applicable legal period.
For international orders, local consumer protection laws may provide different or additional rights.
This policy does not restrict any mandatory consumer rights.
8. Orders Not Received
If your order has not arrived within the expected delivery timeframe of 3–5 business days, please contact us so we can investigate the shipment.
Delivery estimates may vary depending on the destination, customs clearance, carrier operations, and other logistical circumstances.
Where an order is lost or not delivered, we will work toward an appropriate resolution in accordance with applicable consumer protection laws.
9. How to Request a Return
To start a return or request a refund, please email:
Include your order number and the reason for your request, if applicable. You do not need to give a reason when exercising an applicable statutory right to cancel.
Our customer support team will provide return instructions and the applicable return address.
Please contact us before sending your return to ensure it is directed to the correct location.
10. Contact Information
For any questions regarding returns, exchanges, or refunds, please contact us:
TOUROA
Website: https://touroa.co.uk
Email: contact@touroa.co.uk
Phone / WhatsApp: +44 7478 079293
We are committed to helping our customers resolve order-related concerns fairly and efficiently.