REFUND/RETURN POLICY

At TORU, we are committed to providing high-quality products, precise order handling, and safe, reliable delivery to our customers worldwide. Due to the nature of our products, the high costs associated with international shipping, and global health & safety considerations, all sales are final.

Upon receipt of your order, we work hard to get it out the door, making it unlikely to cancel before it ships. We only have a 2-hour window once the order is placed to cancel. Please double-check your shopping cart and info before checking out. If you’re still sure you want to cancel the order, you can reach out to us at info@toruclo.com for a refund for anything that meets our return guidelines.

By placing an order with TORU, you acknowledge and agree to the following terms:

1. No Returns or Exchanges

  • All items are sold as final sale — we do not accept returns or exchanges for reasons including (but not limited to) change of mind, ordering the wrong size/color, or finding the item elsewhere at a lower price.

  • This policy applies to all products and all regions where TORU ships.

2. Health & Safety Regulations

  • In compliance with international health and hygiene standards, we cannot accept returned products once they have left our facility.

  • This policy was reinforced during the COVID-19 pandemic and remains in effect to protect our customers and staff from any potential contamination risks.

  • Returned items, especially luggage and travel goods, cannot be resold due to strict hygiene protocols.

3. Shipping Costs & International Logistics

  • Our products are shipped globally and often involve high international courier costs.

  • Accepting returns would require the customer to cover both the return shipping and the original shipping fees, which can exceed the value of the product in some cases.

  • To keep prices fair and avoid passing unnecessary costs to our customers, we have adopted a strict no-return policy.

4. Damaged or Defective Items

  • If your item arrives damaged or defective, you must contact TORU within 48 hours of delivery with clear photos of:

    1. The item defect or damage

    2. The packaging (inside and outside)

    3. The shipping label with tracking number

  • We will review each case individually and may, at our sole discretion, offer:

    • A replacement product

    • Store credit

    • Other appropriate resolution

  • Any claims made after the 48-hour window will not be eligible for review.

5. Order Accuracy

  • Customers are responsible for ensuring their shipping address is accurate and complete at checkout.

  • TORU is not liable for orders delayed, lost, or returned due to incorrect/incomplete address details provided by the customer.

  • If an order is returned due to an invalid address, TORU may offer to reship the order at the customer’s expense.

6. By Purchasing, You Agree to These Terms

By completing a purchase from TORU, you confirm that you have read, understood, and accepted our No Return Policy in full.

 

IN CASE OF A REFUND, THE PROCESS TAKES 1-3 BUSINESS DAYS.
ERRORS MUST BE IDENTIFIED WITHIN 7 DAYS OF RECEIPT, OTHERWISE YOUR ORDER WILL NOT QUALIFY FOR A REFUND OR EXCHANGE. (REFUNDS DO NOT INCLUDE SHIPPING FEE)

For any other information do not hesitate to contact us at info@toruclo.com