Frequently Asked Questions

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number. You can use this number on the carrier’s tracking portal to follow your parcel.

Please allow 2–5 business days after dispatch for tracking information to appear, as parcels move through international sorting facilities. If your tracking has not updated after 7 business days, contact us at support@thorzy.com.

Occasional delays can occur due to customs clearance, carrier disruptions, or peak-season volume. If your order has not arrived within 25 working days of your dispatch confirmation, please contact us at support@thorzy.com and we will investigate immediately.

We will arrange a replacement or full refund if your order is confirmed lost.

This depends on the value of your order:

• Orders under £135: No UK customs duty applies. VAT may be collected at checkout or on arrival.
• Orders over £135: Your order may be subject to UK import duty and VAT, assessed by HMRC upon arrival. Any charges are the buyer’s responsibility.

For full details, see our Shipping Policy.

If you notice an error immediately after placing your order, email us at support@thorzy.com as soon as possible. We will do our best to update the address before dispatch.

Once an order has been dispatched, we cannot guarantee changes can be made. Thorzy is not responsible for non-delivery resulting from an incorrect address provided by the customer.

We offer a 30-day return window on all Thorzy head torches, counted from the date your order is delivered. This exceeds the 14-day statutory minimum required under UK consumer law.

Items must be returned in their original condition with all packaging and accessories included. For full details, see our Returns & Refund Policy.

Email us at support@thorzy.com with your order number and reason for return. Do not send anything back without contacting us first — we will issue a Return Merchandise Authorisation (RMA) number and provide return instructions.

Once we receive and inspect your returned item, we will process your refund within 5 business days. Funds are returned to your original payment method. Depending on your bank, it may take a further 3–10 business days for the amount to appear in your account.

• Faulty, damaged, or incorrect items: Thorzy covers all return shipping costs. We will provide a prepaid label or reimburse reasonable tracked postage.
• Change of mind returns: Return shipping is the buyer’s responsibility. We recommend using a tracked, insured service.

Yes. If you would prefer a replacement rather than a refund, let us know in your initial email and we will arrange an exchange subject to stock availability. Follow the same return process as a standard return.

Every Thorzy head torch includes a 12-month manufacturer’s warranty from the date of delivery, covering defects in materials and workmanship under normal use conditions.

For a full breakdown of what is and is not covered, visit our Warranty page.

Email support@thorzy.com with your order number, a description of the fault, and photos or a short video showing the issue. We will assess your claim within 1–2 business days and confirm your options.

First, check the following:

• Ensure the battery is fully charged or the batteries are correctly installed and not depleted.
• Clean the battery contacts with a dry cloth to remove any corrosion or debris.
• Check that the mode switch or button is not stuck or obstructed.

If the issue persists, contact us at support@thorzy.com with your order number and a description of the problem. If the fault is covered under warranty, we will arrange a repair, replacement, or refund.

IP stands for Ingress Protection. It is an international standard (IEC 60529) that rates how well a device is protected against solid particles and liquids. For head torches, the most relevant ratings are:

• IPX4: Splash-resistant from any direction — suitable for rain and light wet conditions.
• IPX5: Protected against low-pressure water jets from any direction.
• IPX6: Protected against powerful water jets.
• IPX7: Waterproof — can be submerged up to 1 metre for 30 minutes.
• IPX8: Waterproof beyond 1 metre — suitable for diving and full submersion.

We accept the following payment methods at checkout:

• Credit and debit cards (Visa, Mastercard, American Express) — processed securely by Stripe.
• PayPal — including PayPal Pay Later where available.

All transactions are encrypted and processed securely. We do not store your card details.

Payment is taken in full at the time your order is confirmed. You will receive an order confirmation email immediately after your payment is processed successfully.

If you need to cancel or amend your order, please email us at support@thorzy.com as soon as possible. We will do our best to make changes before your order is dispatched.

Once dispatched, we are unable to cancel your order — however our 30-day returns policy applies.

Please check your spam or junk folder first, as confirmation emails occasionally get filtered. If you still cannot find it, contact us at support@thorzy.com with the name and email address used at checkout and we will look into it for you.

Lumen output determines how bright your head torch is. Here is a general guide:

• 50–150 lumens: Suitable for close-up tasks such as reading, camp cooking, and tent use.
• 150–400 lumens: Good for general hiking on well-marked trails and moderate-speed trail running.
• 400–1000+ lumens: Ideal for fast trail running, technical terrain, and situations where you need to see far ahead at speed.

Higher lumens generally means shorter battery life on full power. Most Thorzy head torches offer multiple brightness modes so you can balance performance and battery life depending on conditions.

Thorzy head torches are designed for outdoor use and can handle typical UK weather conditions. However, cold temperatures can temporarily reduce battery performance — this is normal for all lithium-based batteries and is not a defect.