Refund policy
Return & Refund Policy
By placing an order, you confirm you have read, understood, and accepted our policies. This policy covers both returns (sending an item back) and refunds (getting your money back) for merchandise purchased on our store.
If an item is faulty due to an error on our end, a return or replacement applies. Send your evidence (photos/videos) and proof of purchase to info@torvollc.com and we will process it right away.
Return window
You may request a return within 30 days of the delivery date. To qualify, an item must be:
- a non-personalized item
- unused, in original condition and original packaging
- accompanied by proof of purchase (receipt or order number, photos of the product and packaging)
Personalized and made-to-order items
Because they are produced specifically for you, personalized items (custom name, engraving, sport, icon or quote) cannot be returned or exchanged for change of mind. This exception does not limit your rights if an item arrives damaged, defective, or does not match the specifications you provided — in those cases a free replacement or full refund applies within the same 30-day window.
Damaged, defective, or incorrect items
Contact info@torvollc.com within 30 days of delivery with your order number and clear photos of the item and packaging. Keep the item and packaging until the claim is resolved.
Replacement requests
Request a replacement within 30 days of receiving your item. To submit a request:
- Send a video or at least 3 high-resolution photos from different angles showing the fault (best taken on a flat surface with the error clearly visible).
- Email info@torvollc.com with your order number for a faster resolution.
Resolution may take up to 3 business days. Once approved, we process a free replacement at no additional cost — you do not need to ship the faulty item back unless we ask.
How to start a return
- Email info@torvollc.com with your order number and reason for return.
- We review within 1–2 business days and send return instructions and the return address.
- Ship the item back using a tracked service and share the tracking number.
Please do not send items back before receiving return instructions.
Return shipping costs
For change-of-mind returns on eligible non-personalized items, return shipping is the customer's responsibility. For items that are damaged, defective, or incorrect due to our error, we cover all return and replacement shipping costs.
Refunds
Once we receive and inspect your return, approved refunds are issued to the original payment method within 5 business days of approval. Depending on your bank or card issuer, it may take up to 10 business days for the credit to appear on your statement. Original shipping charges are non-refundable unless the return is due to our error.
If an item is out of stock, a full refund (product + shipping) applies.
Order changes and cancellations
You may change or cancel your order within 24 hours of purchase, before production begins. Once production has started, personalized orders cannot be cancelled. See our Cancellation Policy for details.
Contact
Torvo LLC · 30 N Gould St Ste N, Sheridan, WY 82801, United States · info@torvollc.com · +1 (307) 222-2555