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Refund Policy

 

We want every shopping experience at Toronalvi (hereinafter “we”) to be relaxed, reassuring, and enjoyable.
If a product does not fully meet your expectations upon receipt or use, rest assured that we provide a clear and convenient return and exchange process to help you handle after-sales matters without stress.

1. Return & Exchange Period

You may request a return or exchange within 45 days from the date you successfully receive your order.
Please contact us within this timeframe to ensure your request can be processed smoothly.

2. Eligible Return & Exchange Situations

During the valid return period, the following conditions are eligible for returns or exchanges:

  • Noticeable product appearance defects
  • Quality issues or defects affecting normal use
  • Unpleasant odors, severe color differences, or conditions inconsistent with product display
  • The received product does not match the order
  • Requests for returns or exchanges without a specific reason, provided policy requirements are met

3. How to Request a Return

To ensure a smooth return process, please follow these steps:

  • Contact us via email or customer service phone, and provide:
    Order number, proof of payment, reason for return/exchange, and relevant photos or videos.
  • Our customer service team will review your request promptly. Once approved, we will send confirmation and the return address through your provided contact information.
  • Please pack the product together with all accessories and materials in the original packaging, and use the return label included in your package to send it back to the designated address.
  • Once we receive and inspect the returned item, if it matches the reported issue, we will promptly process your refund.

4. Exchange Procedure

If you wish to exchange an item, please follow these steps:

  • Contact us via email or phone with your order number, proof of payment, reason for exchange, and relevant photos or videos.
  • After approval, we will provide the return address. Send back the product with all accessories, materials, and the included return label in its original packaging.
  • After receiving and inspecting the returned item, if it meets the described condition, we will arrange the shipment of the replacement item within 1–3 business days.
  • For delivery time and logistics details, please refer to the Shipping Policy.

5. Refund Information

  • Method: Refunds will be returned to the same bank card used for payment, supporting JCB, Mastercard, VISA, etc.
  • Timeframe: Refunds are expected to reach your account within 7–10 business days, depending on the processing speed of the bank.
  • If the refund does not arrive within this timeframe, please contact us for assistance.

6. Shipping Cost Responsibility

  • For returns or exchanges due to product appearance defects, quality issues, unpleasant odors, severe color differences, or wrong items, shipping costs are covered by us.
  • For returns without a specific reason, shipping costs are the responsibility of the customer.

7. Responsibility Statement

Please pack returned items carefully and use the included return label. Improper packaging may cause damage during transit and affect processing outcomes.
We will handle requests reasonably based on the actual inspection of the returned item.

8. Contact Us

If you have any questions regarding returns or exchanges, feel free to contact us:

Address: 1905 TOPAZ RD, PFLUGERVILLE, TX 78660, United States
Phone: +1 (973) 891-3053
Email: team@toronalvi.com
Online Hours: Monday to Friday, 9:00 AM – 6:00 PM (Australia/Sydney, AEST/AEDT)