Legal
Refund Policy
Last updated 8 August 2026 · This is placeholder content pending final legal review.
1. The escrow protection
For an order, your payment sits in Torvan Stores' escrow — not the seller's account — until the order is confirmed delivered. If something goes wrong, that money has not left Torvan Stores yet, which is what makes a fair refund possible.
2. Requesting a refund
You can request a refund on a delivered order within 7 days of delivery, from your order's page in your account. Tell us the reason — our team reviews every request and you will get an email once there is a decision.
3. What you get back
An approved refund reverses what you have actually paid — the full amount for a completed order, or the installments paid so far for a "Split Pay" order still in progress (any remaining installments are cancelled, not charged). A returned item may carry a 10% restocking fee, deducted from the refund. The refund is sent back to your original payment method; banks typically post it within a few business days.
4. Reseller commission
If an order that earned a reseller commission is refunded, the commission is reversed (clawed back) along with the sale.
5. Order cancellation
An order you haven't paid for yet can be cancelled directly from your account with no refund process needed — nothing was charged. Once any payment has been made, cancelling becomes a refund request instead.
6. Contact
Questions about a specific order — start from your orders page, or write to support@torvanstores.com.