Return & Refund Policy
Return & Refund Policy
Here is how to request a return, report an order issue, and follow an approved refund.
Return window for eligible products after confirmed delivery.
First, contact us
Before shipping an item back, email service@torvellafg.com with your order number, the product, why you are requesting a return, and photos or video if they help explain a product or fulfillment issue. Wait for approval and instructions; the return destination will be provided by customer support.
Do not automatically send a parcel to our registered office. An unauthorized return or a parcel sent to the wrong destination may be delayed or not accepted.
For a preference-based return
Except for items with a confirmed issue or rights protected by law, an eligible item should generally be:
- Unused and in its original condition.
- Unaltered and not intentionally damaged.
- Returned with included parts, accessories, and manuals.
- In its original packaging where reasonably possible, with proof of purchase or order number.
Some items may be excluded
Personalized goods, gift cards, items clearly identified as final sale or non-returnable before purchase, and items materially altered, misused, or damaged after delivery for reasons unrelated to a defect may not qualify for preference-based returns. Specific products may also have disclosed health, safety, or product-integrity limitations. Nothing here removes rights that cannot lawfully be excluded.
If the order has a problem
If an item arrives damaged, defective, incomplete, incorrect, or materially different from its description, contact us promptly. Include the order number and clear supporting images where appropriate. Once reviewed and confirmed, we will arrange an appropriate replacement, reshipment, refund, or return solution without additional costs caused by an error attributable to us.
Who covers shipping?
| Reason for return | General cost handling |
|---|---|
| Change of mind, personal preference, or incorrect customer selection | The customer is generally responsible for return shipping. Original shipping charges are generally not refunded unless applicable law requires otherwise. |
| Confirmed damage, defect, wrong or incomplete item, or other error attributable to us | We provide an appropriate solution without requiring the customer to bear additional costs caused by that error. |
Refunds, exchanges, and cancellations
An approved return may be inspected after it reaches the designated facility. Once received, inspected, and approved, an eligible refund is initiated to the original payment method within 5–10 business days. Your bank or payment provider may need additional time to post the credit. If the original payment method cannot accept it, customer support will work with the provider on an alternative where permitted.
Exchanges depend on stock. If a direct exchange is unavailable, we may ask you to complete an approved return and place a new order. For cancellations, contact us as soon as possible. We will make reasonable efforts before fulfillment starts, but cannot guarantee cancellation once processing or shipment preparation has begun. There is no cancellation fee when a cancellation succeeds before fulfillment.
Operator: Xuzhou Zhixunfu Network Technology Co., Ltd. · Legal representative: Li Dechao · Unified Social Credit Code: 91320303MAEF83NE96
L16-73, Yunlong E-commerce Technology Industrial Park, No. 21 Qingfeng Road, Yunlong District, Xuzhou, Jiangsu, China · torvellafg.com