Refund policy

Cancellation, Return & Replacement Policy

At Torals, we strive to provide a seamless shopping experience and hope you never need to cancel, return, or replace a product. However, we understand that exceptional situations may arise, and we are committed to assisting you whenever necessary. Please review our policy below for details regarding cancellations, returns, replacements, and refunds.

1. Order Cancellation Before Dispatch

Orders cannot be cancelled once an Air Waybill (AWB) has been generated and the shipment has been prepared for dispatch.

2. Order in Transit

Orders that are already in transit cannot be cancelled.

3. Damaged Product Received

We take great care in packaging our products to ensure they reach you in perfect condition. However, in rare cases, products may be damaged during transit due to circumstances beyond our control.

If you receive a damaged product, please contact our support team promptly. After verification, we will arrange a replacement at no additional cost.

Replacement Process

  • Report the damage through our whatsapp.

  • Provide clear photographs or videos showing the damage.

  • Upon verification, a replacement order will be processed.

4. Incorrect Item Received

While we make every effort to ensure the correct product is delivered, mistakes may occasionally occur.

If you receive an incorrect item:

  • Contact our support team through the whatsapp.

  • Share relevant photographs of the product received.

  • Upon verification, we will arrange a pickup of the incorrect item and dispatch the correct replacement.

5. Return Policy

Please note that Torals does not offer returns for change of mind, preference, or personal reasons.

Orders placed through third-party marketplaces such as Amazon, Flipkart, and similar platforms are eligible only for replacement in cases of damaged or incorrect products. Refunds will not be issued under such circumstances.

6. Refund Policy (RTO & Eligible Cancelled Orders)

Refunds are applicable only for eligible Return-to-Origin (RTO) shipments or approved cancelled orders.

Refunds to Credit Cards, Debit Cards, UPI, Wallets, or Bank Accounts are generally processed within 3–5 business days after approval.

Please note:

  • A convenience and handling fee of ₹70 will be deducted from the refundable amount.

  • Shipping charges are non-refundable.

7. Replacement Policy

Yes, Torals offers replacements for:

  • Damaged products received upon delivery.

  • Incorrect products delivered due to an error on our part.

Replacement requests are subject to verification and approval by our support team.

8. Claims Within 7 Days

If a product is found to be damaged upon delivery, the issue must be reported within 7 days of receiving the order.

This enables us to investigate the matter promptly and arrange a replacement where applicable.

Applicable only to eligible products, including Beauty Appliances where specified.

9. Shipping Charges

All shipping and handling charges are non-refundable unless otherwise stated.

10. Delivery Confirmation

Once your order is marked as delivered, you will receive confirmation via:

  • WhatsApp

  • Email from Torals

  • Notification from the courier partner (where applicable)

a) If You Have Not Received the Order

If your order status shows "Delivered" but you have not received the package, you must report the issue within 48 hours of the delivery update.

Courier partners generally accept delivery disputes only within this timeframe.

b) Escalating the Issue

To report a non-delivery issue:

  • Visit our whatsapp within 48 hours.

  • Provide your order details and a description of the issue.

  • Our team will coordinate with the courier partner to investigate the matter.

11. Proof of Delivery (POD)

Upon receiving a delivery dispute request, Torals will obtain and provide the courier's Proof of Delivery (POD) within approximately 72 hours, subject to courier partner availability.

Contact Support at whatsapp

For all cancellation, replacement, refund, or delivery-related concerns, please contact our customer support team through the official support page. We are committed to resolving your concerns as quickly and efficiently as possible.