Refund policy

We have a 30-day return policy, which means that you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as you received it, unused and in its original packaging. You will also need proof of purchase.

To initiate a return, you can contact us at sales@torena.be. Please note that returns must be sent to the following address:

Kleine Molstenstraat 9
8780 Oostrozebeke
Belgium

The return costs are always for the consumer/customer. If the consumer/customer wishes, we can provide a return label, but these costs will be deducted from the refund. The costs for this will be equal to the agreement of the order.

Items that are returned to us without first having submitted a return request will not be accepted.

For any return question, you can always contact us at sales@torena.be.

Damage and Issues
Please check your order upon receipt and contact us immediately if the item is faulty, damaged or if you receive the wrong item so we can assess and resolve the issue.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as custom made products (such as special orders or personalized items) and personal care items (such as beauty products). Please contact us if you have any questions or concerns about your specific item.

Unfortunately, we are unable to accept returns on pre-orders specifically for the customer/consumer, sale items and gift cards.

European Union 14 Days Returns Period
Notwithstanding the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As above, your item must be in the same condition as you received it, unworn or unused, with tags and in its original packaging. You will also need the receipt or proof of purchase.

Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved or not. If approved, you will automatically be refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at sales@torena.be.

Withdrawal Form