Return Eligibility

Return eligibility depends on the condition of the product, the reason for the return, the time elapsed since delivery, and any product-specific restrictions.

To be considered for a return, please contact us before sending any item back.

Unauthorized returns may not be accepted or processed.

How to Request a Return

To request a return, contact our customer service team at:

service@torenlo.com

Please include the following information:

• Your order number
• Your full name
• The email address used for the order
• The item you would like to return
• The reason for the return
• Photos where relevant

Our team will review the request and provide further instructions where the return is eligible.

Return Condition

Unless the item is defective, damaged, incorrect, or otherwise covered by applicable consumer law, returned products should generally be in suitable condition for inspection.

Where reasonably applicable, products should be returned with original accessories, components, packaging, and documentation.

Items showing excessive use, intentional damage, alteration, misuse, or missing components may not qualify for a full refund, subject to applicable law.

Non-Returnable Items

Certain items may not be eligible for return where permitted by applicable law.

This may include:

• Items damaged through misuse or improper care
• Products altered or modified after delivery
• Items missing essential parts or components
• Items returned without prior authorization where required
• Products specifically identified as non-returnable

This section does not limit any mandatory consumer rights that apply in your jurisdiction.

Damaged or Defective Items

If your item arrives damaged, defective, or materially different from what you ordered, please contact us as soon as reasonably possible.

To help us review the issue, please provide:

• Your order number
• Clear photos of the product
• Photos of the packaging
• Photos of the shipping label where available
• A short description of the problem

Depending on the circumstances, we may offer an appropriate remedy such as replacement, refund, partial refund, or other resolution consistent with applicable law.

Incorrect or Missing Items

If you receive the wrong product or part of your order is missing, please contact us with your order number and details of the issue.

We may ask for photos of the received package and its contents so that we can review the shipment.

Once verified, we will work with you to provide an appropriate resolution.

Refunds

Once an eligible return or refund request has been reviewed and approved, the refund will generally be issued to the original payment method used for the order unless another method is required or agreed upon.

The amount refunded may depend on the reason for the return, the condition of the item, any applicable shipping charges, and other relevant circumstances.

Original shipping costs may not always be refundable, except where required by applicable law or where the return results from an error on our part.

Refund Processing Time

After a refund is approved and processed by us, additional time may be required for your bank, card issuer, or payment provider to post the refund to your account.

Processing times vary by payment provider and financial institution.

Return Shipping

Return shipping responsibility depends on the reason for the return and the circumstances of the order.

Where the return results from a damaged, defective, or incorrect item, we will review the appropriate return or replacement arrangement.

For other eligible returns, return shipping costs may be the customer's responsibility where permitted by applicable law.

Do not send a return to the company address listed on this page unless our customer service team specifically instructs you to do so.

Exchanges

Exchange availability may depend on product availability, destination, and the circumstances of the request.

If you would like a different product, size, version, or replacement, please contact us before returning the item.

In some cases, the simplest solution may be to complete a return and place a new order.

Order Cancellations

If you want to cancel an order, please contact us as soon as possible after placing it.

We cannot guarantee cancellation after an order has entered processing, fulfillment, or shipment.

If cancellation is no longer possible, you may request a return after delivery, subject to this policy.

Lost Return Packages

If you are instructed to return an item, we recommend using a shipping method that provides tracking where available.

We are not responsible for return packages that are lost, misdirected, or undeliverable before they reach the designated return destination, except where applicable law provides otherwise.

Please retain your shipping receipt and tracking information until your return has been fully resolved.

Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or reduce any consumer rights that cannot lawfully be excluded or limited.

Depending on your location, you may have additional rights regarding defective goods, cancellations, cooling-off periods, or refunds under applicable consumer protection laws.

Contact Us

If you have questions about a return, refund, damaged item, incorrect order, or cancellation request, please contact us.