Return & Refund Policy

Return & Refund Policy

RETURN & REFUND POLICY

At Torentovexila, we want you to feel confident when shopping with us. If there is an issue with your order, we are here to help and will do our best to make the return process clear and straightforward.

1. 30-DAY RETURN WINDOW

We accept return requests within 30 days of the delivery date.

To be eligible for a return, the item must meet the following conditions:

  • the item must be unused and in its original condition

  • the item should be returned in its original packaging whenever possible

  • all included accessories, parts, inserts, and manuals should be returned with the item

  • proof of purchase, such as your order number or order confirmation, is required

We reserve the right to deny returns that do not meet these conditions.

2. HOW TO START A RETURN

To request a return, please contact our support team before sending anything back.

Please email us at support@torentovexila.com and include:

  • your order number

  • the item(s) you would like to return

  • the reason for the return

  • photos, if the item is damaged, defective, or incorrect

If your return is approved, we will provide return instructions.

Please do not send items back without contacting us first, as unauthorized returns may not be accepted.

3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • your order number

  • a brief description of the issue

  • clear photos showing the item and the problem

If the issue is confirmed, we will provide an appropriate resolution, which may include a replacement, refund, or store credit, depending on the situation.

4. RETURN SHIPPING

If the return is approved because the item was damaged, defective, or sent in error, we may cover the return shipping cost where appropriate.

For returns requested for other reasons, including change of mind, the customer may be responsible for return shipping costs unless otherwise stated.

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

5. NON-RETURNABLE ITEMS

The following items are generally not eligible for return:

  • items that have been used, damaged, or altered after delivery

  • final sale or clearance items

  • gift cards

  • personalized or custom-made items

  • personal-use items where return is not suitable for hygiene or safety reasons after opening or use

If you are unsure whether your item is eligible for return, please contact us before initiating the process.

6. REFUNDS

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to be processed after approval. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

7. LATE OR MISSING REFUNDS

If you have not received your refund after the expected processing time, we recommend first checking with your bank or payment provider.

If you still need assistance, please contact us at support@torentovexila.com.

8. ORDER CANCELLATIONS AND CHANGES

If you need to cancel or modify your order, please contact us as soon as possible.

We will do our best to accommodate your request, but once an order has been processed or shipped, changes or cancellations may no longer be possible.

9. EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

If your order is being delivered to a country within the European Union, you may have the right to cancel or return your order within 14 days of delivery for any reason and without justification, subject to applicable law.

To be eligible, the item must still be returned in unused condition and, whenever possible, in its original packaging with all included contents.

This right may not apply to certain items, including custom or personalized products, sealed goods that are not suitable for return once opened, or other items excluded under applicable law.

10. CONTACT INFORMATION

Torentovexila is owned and operated by:

Pacific International Trading Co.
8618 S Sepulveda Blvd, Suite 200
Los Angeles, CA 90045
United States

Email: support@torentovexila.com
Text / SMS: +1 (213) 555-6732
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (PST)