Return & Refund Policy
Return Eligibility
- Return request must be submitted within 30 calendar days upon delivery of your item.
- Products must be unused, undamaged, complete with original retail packaging, tags and accessories for resale condition.
- Used, scratched units cannot be accepted for non-defect returns.
Who Pays Return Shipping
Non-defect Returns
For non-defect / change-of-mind returns: The customer is responsible for return-shipping cost. Original outbound shipping cost is non-refundable.
Defective Items
For defective, damaged or wrong-item delivered by our mistake: We will cover valid return-shipping expense. You need to provide unboxing photos to verify defect.
How To Start Return
Do NOT send goods back without prior approval.
Please email service@torgenera.com with your order number, item name and reason for return. We will send return instructions and return address within 2 business days.
Refund Process
After we receive and inspect returned goods, we will send you approval or rejection notice.
Approved refunds will be issued back to your original payment method within 7-14 business days.
Please allow extra bank processing time; banks may take additional 3-10 working days to show funds on your statement.
Exchanges
We only offer replacement services for defective products.
Non-Returnable Situation
Items damaged by customer misuse, self-disassembly are not eligible for return or free replacement.