Terms and Conditions

Module: The Brand & The User

This document functions as a formal agreement between you, the visitor, and Toranvexo, a dedicated footwear provider based in Hong Kong. Our website is designed to facilitate the sale of shoes exclusively to residents within the Hong Kong Special Administrative Region. By accessing our platform, you agree to interact with our services in a manner that is lawful and respectful of our digital property.

All transactions and interactions are governed by the local laws of Hong Kong, including the Sale of Goods Ordinance (Cap. 26) and the Trade Descriptions Ordinance (Cap. 362). These regulations ensure that the items we provide meet professional standards and are described accurately. Users must be of legal age to enter into a binding agreement or have parental supervision.

We reserve the right to limit access or cancel orders if we detect any activity that violates these terms or appears to be fraudulent. Our goal is to maintain a professional and transparent marketplace for the local community.

Module: Logistics

We have structured our logistics to ensure clarity regarding when your package will arrive. Our shipping process is divided into two distinct phases to keep you informed of your order's progress.

Processing Phase: Every order requires exactly 1 business day for our warehouse team to pick, pack, and prepare the footwear for shipment.
Transit Phase: Once the package is with our logistics partner, it takes a maximum of 2 days to reach your designated address within Hong Kong.
Total Expected Wait: You will receive your order within 2 to 3 business days.

Please note that we operate on a Cash on Delivery (COD) basis. This means the full payment is collected at your doorstep. There are no shipping costs, no restocking fees, and absolutely no hidden charges added to your total at any point.

Regarding cancellations: you may cancel an order as long as the product remains in our possession. However, once the item is dispatched and handed over to our logistics partner, the delivery must be completed, and the cancellation window is closed.

Module: Returns

We maintain a professional 30-day return policy starting from the date of delivery. This policy is strictly reserved for instances where a customer receives an incorrect item or a product that is damaged.

Eligibility: Returns are only accepted for damaged or wrong and misfit products. We do not accept returns, exchanges, or refunds if a customer has a change of mind after the purchase.
The Process: To initiate a return, email us at shoes@toranvexo.com. We will arrange a pickup from your location at no cost to you.
Inspection & Resolution: Once the item returns to our facility, we conduct a detailed inspection within 24 hours. If the claim is validated, we will arrange a replacement. If a replacement is unavailable, we will issue a full refund.
Refund Method: Since we do not collect payment details during the COD process, we will contact you via email for your bank details. Refunds are issued via bank transfer and typically take 5 to 6 business days to reflect in your account, depending on your banking provider’s internal processing times.

Module: Support

We are committed to being available for our customers to ensure a smooth shopping experience. If you have questions regarding your order, our products, or our policies, our team is ready to assist you.

Availability: Our support team is live from 10:00 AM to 5:00 PM (HKT).
Operating Days: Monday through Friday (excluding Hong Kong public holidays).
Contact Information: All inquiries should be directed to shoes@toranvexo.com.

We aim to respond to all emails with clear and helpful information within our active working hours. We prioritize direct communication to resolve any issues quickly and efficiently, ensuring your experience with Toranvexo remains professional and reliable. We operate only in Hong Kong and focus our resources on providing the ultimate possible service to our local customers within this specific region.

Entity Name: Toranvexo

Live Hours: 10 AM to 5 PM, HKT, Monday to Friday

Contact Information: shoes@toranvexo.com