Refund Policy

Return & Exchange Policy

At TorchCool, your satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help you with exchanges or returns.

1. Return Window

• Our return policy is valid for 14 days from the date you receive your package.

• If 14 days have passed since delivery, we unfortunately cannot offer a full refund or exchange.

2. Return Eligibility & Conditions To be eligible for a return or exchange:

• Items must be in their original condition: unworn, unwashed, undamaged, and with all original tags and packaging intact.

• Items showing obvious signs of wear, makeup stains, or missing tags will not be eligible for a refund.

• Sale & Promotional Items: Only regular-priced items may be refunded. Final sale or promotional items are non-refundable unless defective.

3. How to Process a Return or Exchange

• Step 1: Email our support team at service@torchcool.com with your Order ID and reason for return.

• Defective or Incorrect Items: Please attach clear photos showing the defect or wrong item received. Our team will issue a replacement or full refund promptly.

• Step 2: Once your return is approved, our team will provide detailed instructions and the return shipping address.

• Return Shipping Costs: Customers are responsible for paying their own return shipping fees, except in cases where the item received was defective or incorrect.

4. Refund Process & Processing Time

• Once your returned package is received and inspected, we will notify you of the approval or rejection of your refund.

• Approved refunds will be processed back to your original payment method within 5–10 business days.

• Late or Missing Refunds: If you haven’t received your refund after 10 days, please check your bank account or contact your credit card issuer, as processing times may vary.

5. Return Shipping Address

Note: Please do NOT send your return to the address on the shipping label without contacting us first, as this may delay processing.

Recipient / Address:

Room 406, Huali Haoting, No. 10 Guangyayuan Road, Bantian Street, Longgang District, Shenzhen, Guangdong, China

Contact Email: service@torchcool.com