Return & Exchanges

Return & Exchanges Policy

At Tornza, we want you to feel confident and happy with every purchase. While we take great care in selecting and shipping our products, we understand that issues can occasionally arise. This policy outlines the conditions and process for returns and exchanges to ensure a fair and smooth experience.

Eligibility for Returns

We only accept returns under the following conditions:

• The item arrived damaged, defective, or not as described.

• You must notify us within 48 hours of receiving your order to be eligible.

• Items must be:

  • Unworn and unused

  • In their original condition

  • With all original packaging and tags intact

Unfortunately, we do not accept returns or refunds for reasons such as change of mind, wrong size selection, or dislike of color/style unless the product itself is faulty or misrepresented.

How to Initiate a Return or Exchange

To begin the return or exchange process:

1. Email us at tornza1997@outlook.com within 48 hours of delivery.

2. Include the following in your message:

   • Your order number

   • A brief description of the issue

   • Clear photos of the item (and packaging, if relevant)

Our customer support team will review your case and provide you with detailed instructions on how to proceed.

Processing Returns and Exchanges

Once we receive the returned item and confirm that it meets our return conditions:

• A refund will be issued to your original payment method (PayPal), typically within 5–10 business days.

• If you requested an exchange:

  • We’ll ship the replacement item as soon as possible.

  • If the requested item is out of stock, we will notify you and issue a refund instead.

You will be notified by email throughout the return or exchange process.

Return Shipping Costs

• If the return is due to our error (wrong item sent, defective product), we will cover the return shipping.

• If the return is due to other accepted issues, the customer is responsible for the return shipping cost.

• We strongly recommend using a trackable shipping service to ensure safe return of your package, as we cannot be held responsible for lost returns.

Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable unless defective:

• Earrings and other pierced jewelry

• Intimate apparel (e.g., underwear, bodysuits, swimwear)

• Final sale or clearance items

We encourage you to read item descriptions carefully before purchasing.