RETURN & REFUND POLICY – TORVEX

1. Return Window

Customers may request a return within 14 days of delivery.

Requests submitted after this period may not be accepted.

2. Eligibility for Returns

To qualify for a return, the item must meet all of the following conditions:

  1. Item must be unused
  2. Item must be in its original condition
  3. Item must include original packaging
  4. Item must show no signs of installation, wear, or damage

Torvex reserves the right to reject returns that do not meet these conditions.

3. Non-Returnable Items

The following items are not eligible for return:

  1. Custom-made or made-to-order products
  2. Pre-order items
  3. Installed or used products
  4. Electrical components after installation
  5. Clearance or final sale items

4. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item:

  1. You must contact us within 48 hours of delivery
  2. You must provide photo or video evidence
  3. Do not install or use the item

After verification, we will offer one of the following:

  • Replacement shipment
  • Full refund

5. Return Process

To initiate a return:

  1. Contact us at support@torvexprime.com
  2. Provide your order number and reason for return
  3. Wait for return approval and instructions

Important:
Returns sent without prior approval may not be accepted.

6. Return Shipping

  1. Customers are responsible for return shipping costs unless:
    • The item is defective
    • The item is incorrect
    • The error is caused by Torvex
  2. Original shipping fees are non-refundable, unless due to our error

7. Refund Process

  1. Returned items will be inspected upon arrival
  2. If approved, refunds will be issued to the original payment method
  3. Processing time: 5–10 business days after approval

8. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again
  2. Contact your payment provider (Stripe/PayPal/bank)
  3. If the issue persists, contact us for support

9. Order Cancellation

  1. Orders can be canceled within 24 hours of purchase
  2. Once the order has been processed or shipped, cancellation is no longer possible

10. Chargebacks & Disputes

We encourage customers to contact us first before opening a dispute with Stripe or PayPal.

We are committed to resolving issues quickly and fairly.

Unnecessary chargebacks may result in account restrictions.

11. Contact Information

For all return and refund requests, please contact:

Email: support@torvexprime.com