Refund Policy
At TORMOR, customer satisfaction is important to us. We want every customer to feel confident when purchasing from our store. This Refund Policy explains how returns, refunds, damaged products, and order cancellations are handled.
Returns
Customers may request a return within 14 days of receiving their order, subject to applicable consumer protection laws.
To be eligible for a return, the product should be returned in its original condition, together with its original packaging and accessories, where reasonably possible.
Products that have been damaged due to misuse, improper handling, or customer-caused damage may not be eligible for a refund.
How to Request a Return
To request a return, please contact our customer support team and provide:
- Your order number
- The name and email address used for the order
- The reason for the return
- Photos or videos of the product, if the request relates to damage or a defect
Our support team will review your request and provide the appropriate return instructions.
Please do not return products without first contacting our customer support team.
Damaged or Defective Products
If you receive a product that is damaged, defective, or significantly different from what was ordered, please contact us as soon as possible after receiving your order.
We may ask you to provide photographs or videos so that we can review the issue.
After the issue has been verified, we may offer a replacement, refund, or another appropriate solution depending on the circumstances.
Refunds
Once an approved return has been received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will generally be issued to the original payment method used for the purchase.
Please note that banks and payment providers may require additional processing time before the refunded amount appears in your account.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
If the order has not yet been processed or shipped, we will make reasonable efforts to cancel it and issue a refund.
Once an order has already been dispatched, it may need to be handled as a return instead.
Return Shipping
Responsibility for return shipping costs may depend on the reason for the return.
If the product is confirmed to be defective, damaged upon arrival, or incorrectly supplied, TORMOR may cover the reasonable return shipping costs.
For returns based on a change of mind, return shipping costs may be the responsibility of the customer, subject to applicable law.
Non-Returnable Items
Certain items may not be eligible for return where permitted by law, including products that have been materially damaged, modified, or misused by the customer.
Nothing in this policy limits any rights customers may have under applicable consumer protection laws.
Contact Us
If you have any questions about a return, refund, or your order, please contact our customer support team.
TORMOR
Operated by RODERSOUL LIMITED
Hong Kong