Refund policy
Updated October 2026
The Short Version
- Wrong size? Send it back within 30 days — you pay the postage to our returns address and we ship your new size free. No restocking fee.
- Defective or wrong item? Replaced or refunded in full, including original shipping.
- Not delivered within 30 days of dispatch? Full refund.
- Unworn, unwashed, tags on, original packaging — RMA first.
30-Day Returns and Exchanges
Request your return within 30 days of delivery (per carrier tracking). Items must be unworn, unwashed, unaltered, free of odors or marks, with all tags attached and original packaging. Email us for an RMA first — unapproved returns cannot be processed.
Sizing Exchanges and Change of Mind
Accepted within the 30-day window. You pay the postage to send the item back to our returns address. For an exchange, we ship the replacement size free once the original is received and inspected. There is no restocking fee. Change your mind within 14 days and we refund the item plus the standard delivery you paid. Express upgrades aren’t refunded.
Damaged, Defective, or Incorrect Items
Contact us within 30 days of delivery with your order number and photos (item, issue, packing slip if available). Once verified we repair, replace, or refund in full — including original shipping.
30-Day Non-Delivery Protection
If tracking confirms your order was not delivered within 30 calendar days of dispatch, you receive a full refund. This is delivery protection, not a separate return window. If tracking shows delivered but the parcel is missing, please check with neighbours and the carrier first, then email us — we will open a carrier investigation and help.
Orders That Include Extended Cover
Extended Cover was an upgrade sold on earlier orders. If your order includes it, your non-delivery cover runs for 90 days from dispatch instead of 30. Everything else on this page applies to every order either way.
How to Start a Return or Exchange
- Email support@torazencollective.com with your order number, reason, and photos.
- We confirm eligibility and send your RMA plus instructions.
- Pack securely with tags and original packaging.
- Keep proof of postage until completion is confirmed.
Condition Requirements
Items must be unworn, unwashed, unaltered, free of odors or marks, with all tags attached and original packaging. Items failing inspection are returned to you without refund.
Who Pays Which Leg
Defects and our errors: we cover the return or send a prepaid label, and the replacement ships free. Sizing exchanges: you pay the return postage to our returns address and we ship the new size free. Change of mind: you pay the return postage.
Refund Processing
Approved refunds are returned to the original payment method within 10 business days.
Gift Cards
Torazen gift cards never expire. An unused gift card can be refunded to the original payment method within 30 days of purchase; once any of its balance has been spent, it can no longer be refunded. Gift cards are not redeemable for cash except where the law requires it. If you paid for an order with a gift card, any refund on that order goes back onto the gift card.
Your Statutory Rights
Nothing in this policy limits any non-waivable statutory rights you hold under the consumer laws of your country of residence, including the rights of consumers in the UK and EU to a statutory cooling-off period.