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Return and Exchange Policy

 

This Returns & Exchanges Policy applies to Toraliven (hereinafter referred to as “we” or “us”) online store and covers all orders placed through this website. Please review the following information before submitting a request.

1. Eligibility Period

You may request a return or exchange within 45 days from the date of delivery, provided the request meets the conditions outlined in this policy. Requests submitted after this period may not be accepted.

2. Acceptable Reasons for Returns or Exchanges

Within the eligibility period, you may apply for a return or exchange if any of the following situations apply:

  • The item has visible appearance defects;

  • The item has quality-related issues affecting normal use;

  • The item has a noticeable odor or significant color difference;

  • The item received does not match the order details;

  • A return or exchange is requested without reason, provided the item remains complete and suitable for further use.

3. Returns & Exchanges Process

To request a return or exchange, please contact us using the details below:

  • Email: team@toraliven.com

  • Phone: +1 (213) 663-8856

When submitting your request, please provide your order number, proof of payment, the reason for the return or exchange, and relevant photos or videos.
We will review your request and notify you of the result using your contact information. If approved, we will provide return instructions and the designated return address. Please send the item back as instructed and wait for confirmation of receipt.

After the returned item is received and inspected:

  • If the request qualifies for a return, a refund will be arranged;

  • If the request qualifies for an exchange, a replacement item will be shipped within 1–3 business days.

4. Refund Method and Processing Time

Refunds will be issued to the original payment card used at checkout (such as Visa or MasterCard).
Depending on the processing time of the card issuer, refunds are typically credited within 1–3 business days. If the refund is not received within this timeframe, please contact us for assistance.

5. Shipping Costs and Return Labels

  • For returns or exchanges caused by appearance defects, quality issues, noticeable odor, significant color differences, or incorrect items, return shipping costs will be covered by us;

  • For no-reason returns or exchanges, return shipping costs are the responsibility of the customer;

  • A return label is included in each package to make the return process more convenient.

6. Responsibility Notice

Please ensure returned items are properly packaged before shipment. Damage caused by improper packaging or personal handling may affect the eligibility of the request. We are responsible only for requests that meet the conditions stated in this policy.

7. Contact Us

If you have any questions about this Returns & Exchanges Policy or your order, please contact us:

Address: 11595 CANDYTUFT CIR, FOUNTAIN VLY, CA 92708, United States
Telephone: +1 (213) 663-8856
Email address: team@toraliven.com
Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (Europe/London, GMT/BST)