Return Policy

This Return  Policy is formulated by torgenera.com in accordance with international cross-border e-commerce consumer protection laws, applicable to all eligible transaction orders on the official website. This policy systematically standardizes the return time limit, product qualification standards, non-returnable scope, freight liability division, refund cycle and exception handling rules to protect users’ legitimate consumption rights and interests.

 In terms of return time limit, torgenera.com implements a unified 30-day global standard return cycle, which takes effect from the official package signing date. Users can initiate return applications within 30 days for product quality problems, delivery errors and legitimate no-reason return demands. If the expiration date falls on holidays or rest days, the return time limit will be automatically extended. Return applications exceeding the valid cycle will not be accepted by the platform. In terms of return product qualification, all returned products must be brand-new, uninstalled and unused, without artificial scratches, stains, deformation and wear marks. The products must be complete with the original official packaging, product labels, certificates, accessories and instruction manuals of torgenera.com.

Products with installation traces, artificial damage, missing accessories and damaged original packaging are deemed unqualified and will be rejected for return and refund. In terms of non-returnable scope, customized lamps tailored according to user needs, clearance final-sale products, flash sale promotional products, and products damaged due to user personal reasons after signing are not eligible for return and refund. In terms of freight liability division, for quality problems, wrong delivery and missing accessories caused by platform responsibility, all return freight and handling fees shall be borne by torgenera.com, and the platform will provide free return labels or freight reimbursement services. For user-initiated no-reason returns, all return freight, customs fees and exchange rate losses shall be borne by the user, and the original shipping fee paid by the user is non-refundable. In terms of refund processing cycle, after the platform receives and inspects the returned products and confirms that they meet the return standards of torgenera.com, the refund will be processed within 3-7 working days. All refunds will be returned through the original payment channel. Bank handling fees and currency conversion fees arising from the refund process shall be borne by the user’s payment institution. In terms of exception handling, users who receive defective or wrong goods can submit after-sales applications with picture and video evidence within 7 working days after signing. After verification, the platform supports three solutions: free replacement, partial refund compensation and full refund. For minor defective products that do not affect use, users can choose partial refund to avoid unnecessary cross-border return costs. The platform has the right to reject after-sales applications for malicious returns, repeated false after-sales and abnormal transaction behaviors.

All return and refund disputes on torgenera.com shall be first resolved through official negotiation, and unresolved disputes shall be handled in accordance with international cross-border e-commerce dispute resolution rules. This policy is the sole valid after-sales service specification of the platform.