Refund Policy

 

This Return & Exchange Policy applies to the online store operated by Toronivla (hereinafter referred to as “we” or “us”). Please read the following terms carefully before submitting a return or exchange request.

1. Return & Exchange Validity Period

You may apply for a return or exchange within 45 days from the date of receipt of the product, provided the conditions outlined in this policy are met.

2. Return & Exchange Conditions

Within the validity period, you may request a return or exchange under any of the following circumstances:

1. The product has appearance defects;

2. The product has quality-related issues;

3. The product has an unusual odor or significant color difference;

4. The product received does not match the order details;

5. Return or exchange without providing a reason.

3. Return & Exchange Process

The return and exchange processes are the same and are outlined below:

1. Please contact us via email or phone to submit a return or exchange request. You are required to provide:

   • Order number

   • Proof of payment

   • Reason for return or exchange

   • Relevant photos or videos

2. Our customer support team will review your request. If the request is approved, we will notify you through your contact details and provide the return address.

   Return Address:
   Address: 13209 Dairymaid Dr Apt 202, Germantown, MD 20874, US

3. Please send the product back to the provided address with proper packaging and wait for us to receive it.

4. After we receive the returned product, we will inspect it to verify whether the condition matches your description.

   • If the inspection is approved:

     • For returns: we will proceed with the refund process;

     • For exchanges: we will arrange shipment of the replacement product to your address within 1-5 business days.

For more details regarding refunds, please refer to the Refund Policy.

4. Refund Information

Once the return request is confirmed and the returned product passes inspection, we will process the refund within 1-5 business days.
The refund will be issued to your original payment method (such as bank card, Visa, MasterCard, etc.).
If you experience any issues or delays, please contact us for assistance.

5. Cost Rules

1. If the return or exchange is due to appearance defects, quality issues, odor, significant color differences, or receiving an incorrect product, the shipping costs will be covered by us;

2. If the return or exchange is requested without a specific reason, the shipping costs will be borne by you.

6. Responsibility Statement

• We will handle all return and exchange requests in a fair and reasonable manner in accordance with this policy;

• We reserve the right to refuse requests if the returned product does not meet the stated conditions;

• Please ensure the returned product matches the reported condition and retain your shipping records.

7. Return Label

Each package includes a return label to facilitate the return process when needed.

8. Contact Us

If you have any questions regarding this Return & Exchange Policy or the related procedures, please contact us using the information below:

Address: 13209 Dairymaid Dr Apt 202, Germantown, MD 20874, US
Phone: +1 (516) 754-8852
Email: info@toronivla.com
Business Hours: Business Hours: Monday to Friday, 9 AM – 6 PM (Australia/Sydney, AEST/AEDT)