Refund policy

Returns, Refunds and Order Issues

1. General Return Policy: All Sales Final

Except where required by applicable consumer law, all sales are final. We do not accept returns, exchanges, or cancellations for customer convenience, including change of mind, sizing issues, or ordering the wrong item.

. We do not accept returns, exchanges, or cancellations for customer convenience, including but not limited to "change of mind," "sizing issues," or "ordering the wrong item." Please review the product descriptions, size charts, and photos carefully before making a purchase.

2. Damages and Issues (Defective Items)

We inspect all items before shipping. However, if you receive a defective, damaged, or incorrect item, please contact us immediately so we can evaluate the issue and make it right.

  • Reporting Period: Please contact us as soon as possible, preferably within 7 days of receiving your order. This does not limit any rights available under applicable consumer law.
  • How to Report: Email us at support@torchtorch.jp with your Order Number and Clear Photos of the defect or damage.
  • Resolution: If the defect is verified, we will offer a replacement or a full refund. In this specific case, we will cover the return shipping costs or arrange a refund without requiring a return.

3. European Union & United Kingdom: 14-Day Right of Withdrawal

Notwithstanding the above, if merchandise is being shipped into the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

Conditions for EU/UK Returns:

  • You must request a return within 14 days of receiving the item by contacting support@torchtorch.jp.
  • You may inspect the item as you reasonably would in a physical store. Items must be returned with their original tags and packaging where possible. We may reduce the refund to reflect any loss in value caused by excessive handling, where permitted by applicable law.
  • Return Shipping Costs: You (the buyer) are responsible for paying the shipping costs for returning your item to Japan.
    Where required by applicable law, we will also refund the original standard delivery charge. Additional costs for express or premium delivery are not refundable.
  • Shipping Method: You must use a trackable shipping service (e.g., DHL, FedEx, or tracked post). We cannot guarantee that we will receive your returned item.
  • Customs Declaration: Please follow the return instructions provided by us and accurately declare the shipment as returned goods on the customs documentation. Any customs charges resulting from incorrect return documentation may be deducted from your refund where permitted by applicable law.
  • Note on Taxes and Duties: Import duties, taxes, and brokerage fees paid directly to a carrier or customs authority are not collected by TORCH TORCH and generally cannot be refunded by us. Please contact the relevant carrier or customs authority regarding any possible refund.

4. Import Duties, Refused Deliveries and Unclaimed Packages

Import duties and taxes may be charged separately upon delivery and are the responsibility of the recipient unless otherwise stated at checkout.

If an order is returned or abandoned due to refusal, unpaid duties or taxes, an incorrect or incomplete shipping address, or failure to collect the package, reasonable costs incurred may be deducted from the refund, where permitted by applicable law.

These costs may include original shipping, return shipping, customs, storage, and disposal fees. Any refund will be determined on a case-by-case basis after the relevant costs have been confirmed.

5. Refunds

We will notify you once we have received and inspected your return. If approved, the refund will normally be issued to your original payment method within 10 business days. Where required by applicable law, refunds will be processed within the legally required period. Any applicable deductions will be explained to you.
Please remember it can take some time for your bank or credit card company to process and post the refund too.

Contact Information:

TORCH TORCH
support@torchtorch.jp
R7 Bldg., 4-29-5 Koenji-minami, Suginami-ku
Tokyo 166-0003, Japan