Return and Refund Policy for Toranvexo

Quick Summary Table

This table provides a brief overview of our standard procedures for returns and refunds within Hong Kong.

Damaged or Incorrect Items

At Toranvexo, we are dedicated to providing footwear that meets the professional standards expected by our Hong Kong customers. In accordance with the Sale of Goods Ordinance (Cap. 26), specifically Section 16, we ensure that our products are of merchantable quality and fit for their intended purpose.

If you receive a product that is physically compromised or does not match the description of the item you ordered, please take the following immediate actions:

1. Notification: Send an email to shoes@toranvexo.com within the 30-day window.
2. Documentation: Briefly describe the issue and provide your order details.
3. Pickup Arrangement: We will schedule a courier to collect the item from your Hong Kong address at a time that is convenient for you. We cover all logistics costs for these returns.

Once the item reaches our facility, we conduct a professional inspection within 24 hours. Our priority is to arrange a replacement so you can enjoy your purchase. If a replacement is unavailable or the item is beyond repair, we will proceed with a full refund of the amount paid at your doorstep.

Refund Timeline and Legal Compliance

We operate exclusively through a Cash on Delivery (COD) model to ensure a straightforward transaction for the Hong Kong community. Because we do not store your fiscal details during the initial purchase, we require your cooperation to process a refund.

• Data Collection: Upon a successful inspection of a returned item, we will contact you via email to request your bank account details. This collection is performed in strict adherence to the Personal Data (Privacy) Ordinance (Cap. 486). We use this information solely for the purpose of completing the bank transfer.
• Processing Time: Once we receive your banking information, we initiate the transfer immediately.
• Refinement Period: It typically takes 5 to 6 business days for the funds to reflect in your account. This duration depends entirely on the internal processing times of your specific banking provider.

**Please be aware that our policy does not include returns or refunds for a change of mind. We encourage all shoppers to be certain of their choice before finalizing an order. This approach allows us to maintain an efficient and reliable service for everyone in the region. **

Support and Regulatory Transparency

We believe in clear and transparent communication. Our business practices are designed to be fully compliant with the Trade Descriptions Ordinance (Cap. 362), ensuring that every interaction you have with Toranvexo is honest and professional.

If you have questions regarding your return status or need assistance with the refund process, our support team is available during the following hours:

• Active Hours: 10:00 AM to 5:00 PM (HKT)
• Days: Monday to Friday
• Primary Contact: shoes@toranvexo.com

We aim to provide helpful and direct responses to all inquiries within one business day. By focusing our operations solely within Hong Kong, we ensure that our local team can provide the attention and reliability you deserve.