Refund policy

Return & Refund Policy

Last Updated: September 2026

At TORENO, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help.

30-Day Money-Back Guarantee

We offer a 30-day return window from the date your order was delivered. If you're not satisfied with your product for any reason, you may request a return or refund within this period.

Eligibility for Returns

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

  • The item must be unused, in its original condition, and in its original packaging.
  • The return request must be submitted within 30 days of delivery.
  • Proof of purchase (order number or confirmation email) is required.

Items that cannot be returned:

  • Products that have been used, damaged by the customer, or altered in any way.
  • Items returned without prior authorization.

How to Request a Return

  1. Contact our support team at shoptoreno@gmail.com with your order number, the reason for the return, and a photo of the item (if applicable).
  2. Our team will review your request and respond within 24–48 hours with instructions.
  3. Once approved, you will receive return shipping details.

Please do not send items back without contacting us first. Unauthorized returns may not be processed.

Refunds

Once we receive and inspect your returned item, we will notify you by email. If approved:

  • Your refund will be processed to your original payment method within 5–10 business days.
  • Depending on your bank or card provider, it may take an additional 3–5 business days for the refund to appear on your statement.
  • Original shipping costs are non-refundable unless the return is due to an error on our part.

Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with:

  • Your order number
  • A clear photo of the damaged or defective item
  • A photo of the packaging (if applicable)

We will send a free replacement or issue a full refund — no need to ship the damaged item back.

Lost or Missing Orders

If your order has not arrived within the estimated delivery window (6–15 business days), please contact us. We will:

  • Investigate the shipment with our shipping partner.
  • If the package is confirmed lost, we will send a replacement at no cost or issue a full refund — whichever you prefer.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

  • Check your bank account or card statement again.
  • Contact your bank or credit card company, as processing times vary.
  • If you've done both and still haven't received your refund, contact us at shoptoreno@gmail.com and we'll look into it.

Exchanges

We do not offer direct exchanges at this time. If you'd like a different size, color, or variant, please return the original item for a refund and place a new order.

Return Shipping Costs

  • If the return is due to our error (wrong item, defective product): We cover the return shipping cost.
  • If the return is for any other reason (changed your mind, ordered the wrong size): The customer is responsible for return shipping costs.

Contact Us

If you have any questions about our Return & Refund Policy, reach out to us:

Email: shoptoreno@gmail.com Response Time: Within 24–48 hours

This policy is subject to change. Please check this page periodically for updates.

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