Refund policy
Updated September 2026
The Short Version
- Wrong size? Exchange within 14 days — your first exchange ships back to you free, and there is 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.
14-Day Returns and Exchanges
Request your return within 14 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 14-day window. You cover the return leg; we ship your first exchange back to you free once the original is received and inspected. There is no restocking fee. Refunds exclude original shipping.
Damaged, Defective, or Incorrect Items
Contact us within 14 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 + Free First Exchange
Extended Cover + Free First Exchange 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, and we send a prepaid label for your first size exchange instead of you covering that leg. Everything else on this page applies to every order either way — the upgrade adds cover, it never removes any.
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 and change of mind: you cover the return leg, and we cover the leg back to you on your first exchange.
Refund Processing
Approved refunds are returned to the original payment method within 10 business days.
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.