Refund policy
Return & Refund Policy
Last updated: October 9, 2026
Standard catalog items ordered in a size, finish or configuration listed on the product page are eligible for returns, including catalog items produced after ordering. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. The 30-day return period starts from the date of delivery confirmed by the carrier tracking system. Requests submitted after this period will not be accepted.
To be eligible for a return, your item must be in the same condition that you received it — new, uninstalled, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, contact us at support@torvenne.com. If your return is accepted, we will send you a return shipping address in the United States, as well as instructions on how and where to send your package. Please do not ship items back to the address on the original parcel — use only the return address we provide with your return authorization. Items sent back to us without first requesting a return will not be accepted.
HOW TO CANCEL AN ORDER
1. You may cancel your order free of charge at any time before production starts and receive a full refund. Once production has started, costs already incurred will be deducted from the refund. We will tell you the exact amount before you confirm the cancellation. This rule applies to standard catalog and custom orders. To request cancellation, email support@torvenne.com.
2. Once the product has been dispatched, the order can no longer be canceled. Eligible items may be returned after delivery under the terms below.
DON'T NEED A FULL RETURN? WE CAN REPLACE BROKEN OR DAMAGED PARTS
If any part is damaged during shipping, or a defect is found during installation, we will replace that part free of charge and we pay the shipping. Email us at support@torvenne.com with photos and/or videos of the item and your order number.
CAN I RETURN AN ITEM I SIMPLY DON'T LIKE?
Yes. Returns are accepted as long as all of the following conditions are met:
1. The product is not custom-made to your specific requirements.
2. The return request is submitted within 30 days after receiving the package.
3. The product is packed in its original packaging.
4. The product is new and has not been installed.
5. If there are crystals inside the package, the crystals must be wrapped.
DAMAGES AND ISSUES
Please inspect your order upon delivery. If the item arrived damaged in transit, a part is missing, or you received the wrong item, contact us within 7 days of delivery so that we can evaluate the issue and make it right. Please send your order number together with photos of both the item and the outer packaging or crate, and keep all packaging until the matter is resolved.
A manufacturing fault that appears later is covered separately by our one-year limited warranty — see our Warranty Policy. The 7-day window above applies to transit damage, missing parts and wrong items only.
EXCEPTIONS / NON-RETURNABLE ITEMS
1. Non-standard custom fixtures made to a size, finish or configuration that is not one of the options listed on the product page, once production has started. Standard catalog items ordered in a listed option remain eligible for the 30-day return policy, even when produced after ordering.
2. Products damaged or lost by the customer.
The custom-order return exception does not remove support for defective, damaged or incorrect items, or the one-year limited warranty.
EXCHANGES
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item. If your item arrived damaged or defective, you do not need to do this — see the part replacement section above.
GENERAL RETURN PROCESS
1. Initiate a return: email us at support@torvenne.com with photos and/or videos of the item and your order number.
2. We will handle your request within 3 business days and instruct you on how to begin the return process. Make sure the products are packed unused, undamaged, and in the original packaging — we will inspect the condition of the returned products.
3. Ship the item back: if your return is accepted, we will send you a return address in the United States and instructions on how and where to send your package. (Items returned without authorization will not be accepted.) We recommend using a shipping method that provides tracking information and a signature, as we are not responsible for returns lost in transit.
4. Refund or exchange: we will inspect the item within 3 business days after receiving your return and then provide a replacement or issue a refund.
RETURN SHIPPING COSTS
1. If the return is due to our mistake (such as an incorrect item shipped, a product quality issue, or a wrong delivery address caused by us), we will provide a full refund, including the return shipping cost.
2. If the return is due to the buyer's reasons (such as not liking the product, ordering the wrong item or size, or providing an incorrect or incomplete shipping address), the buyer is responsible for the return shipping cost.
3. We do not charge a restocking fee.
4. Standard shipping is free on all US orders, so there is no original shipping charge to deduct from your refund.
REFUNDS
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, we issue the refund to your original method of payment within 5–7 business days of that notification.
How long it then takes to appear, counted from the day we issue it:
1. PayPal: funds are usually returned to your PayPal balance or original funding source within 3–5 business days.
2. Credit and debit cards: your bank or card issuer may need a further 5–10 business days to post the refund to your statement.
We issue every refund to the original method of payment only. We cannot refund to a different account, card, or payment provider.
If the refund has not appeared 10 business days after we notify you that it has been issued, please check your bank account again, then contact your bank or card provider — it often takes some time before a refund is officially posted. If you have done both and still have not received your refund, contact us at support@torvenne.com.
Contact Us
If you have any questions, feel free to contact us:
- 📧 Email: support@torvenne.com
- 📞 Phone: (240) 798-2494
- 🕒 Service Hours: Mon-Fri 9 am to 5 pm MST
Torvenne is operated by torvenne inc., a company registered in Colorado, United States. Contact our customer service team for help with returns and refunds.