Refund policy

Last updated: March 2026

At Torvane, customer satisfaction is our priority. This Return & Refund Policy is designed in accordance with standard U.S. eCommerce practices and Shopify platform guidelines to ensure a fair and transparent shopping experience.

Return Window

Customers may request a return within 30 days of delivery.

To be eligible, the return request must be submitted within this timeframe.

Eligibility for Returns

To qualify for a return, items must meet the following conditions:

  • Item must be unused, unworn, and in original condition

  • Product must be returned with original packaging, tags, and accessories

  • A valid order confirmation or proof of purchase is required

Torvane reserves the right to refuse returns that do not meet these conditions.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Final sale or clearance products

  • Gift cards

  • Personalized or custom-made products

  • Items showing signs of wear, damage, misuse, or alteration

  • Hygiene-sensitive items where applicable

How to Start a Return

To initiate a return:

  1. Contact our support team at support@torvane.store

  2. Include your order number and reason for return

  3. Our team will provide return authorization and instructions

Returns sent without prior authorization may not be accepted.

Return Shipping

  • Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect.

  • We recommend using a trackable shipping service, as Torvane is not responsible for lost return shipments.

Refund Process

Once your return is received and inspected:

  • You will receive an email notification regarding approval status

  • Approved refunds will be issued to the original payment method

  • Refund processing time: 5–10 business days after approval

Original shipping fees are non-refundable unless the return is due to our error.

Exchanges

We currently do not offer direct exchanges.

If you require a different item, size, or color, please return the original item and place a new order.

Damaged, Defective, or Incorrect Items

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

  • Contact us within 48 hours of delivery

  • Provide clear photos of the item and packaging

After verification, Torvane will offer either:

  • A free replacement, or

  • A full refund, including applicable shipping costs

Order Cancellations

Orders may be cancelled within 12 hours of purchase if they have not yet been processed or shipped.

Once an order has entered fulfillment, cancellation may no longer be possible.

Late or Missing Refunds

If you have not received your refund:

  1. Recheck your bank or credit card account

  2. Contact your payment provider or bank

  3. If the issue persists, contact us at support@torvane.store

Fraud Prevention & Compliance

Torvane reserves the right to:

  • Refuse returns showing excessive or abusive return behavior

  • Deny refunds where fraud, chargeback abuse, or policy misuse is suspected

  • Comply with applicable U.S. consumer protection laws and Shopify platform requirements

Note:

If an order is identified as high-risk, suspicious, or fraudulent based on payment verification, billing mismatch, chargeback history, or security review:

  • The order may be canceled or restricted
  • A partial refund may be issued after deducting processing fees, payment gateway charges, and operational handling costs
  • Full refunds are not guaranteed for orders flagged as fraudulent or abusive transactions

This policy helps protect both customers and our business from payment fraud and unauthorized purchases.

Contact Information

Torvane
Email: support@torvane.store
Phone:+1 970-784-7812

Warehouse Address:
1456 Redbird Creek Dr, Jacksonville, FL 32221, United States