Refund policy
Return & Refund Policy
At TORSYRIX, customer satisfaction is our priority. We work with trusted fulfilment partners to ensure every order is delivered safely and efficiently.
Order Cancellation
Orders may only be cancelled before they have been purchased from our fulfilment partner or entered the fulfilment process.
Once an order has been purchased from our supplier, processed, or shipped, it can no longer be cancelled.
If you need to request a cancellation, please contact us immediately at support@torsyrix.com. We will do our best to assist if the order has not yet entered fulfilment.
Damaged, Defective or Incorrect Items
If you receive a damaged, defective, incorrect or incomplete order, please contact us within 48 hours of delivery.
To process your request, please provide:
• Your order number
• Clear photos or videos of the product and packaging
• A brief description of the issue
After verification, we will arrange a replacement or issue a full refund where applicable.
Lost Packages
If your shipment is confirmed lost by the shipping carrier, we will provide either a replacement or a full refund.
Returns
Most approved claims are resolved without requiring customers to return products internationally. If a return is required, our support team will provide return instructions before any item is sent back.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect. Approved claims are handled according to our fulfilment partner's after-sales policy.
Non-Refundable Situations
- Change of mind: Customer pays return shipping.
- Damaged/Wrong Item: TORSYRIX will review the claim and provide an appropriate resolution in accordance with our fulfilment partner's after-sales policy.
Refunds cannot be issued for:
• Incorrect shipping information provided by the customer
• Orders cancelled after fulfilment has started
• Normal delivery delays caused by customs, weather, holidays or courier operations
• Minor colour or appearance differences caused by screen settings
Refund Processing
Approved refunds are issued to the original payment method. Processing time usually takes 5–10 business days depending on your bank or payment provider.