Cancellation, Return and Refund Policy

Last updated: 23 August 2026

This Cancellation, Return and Refund Policy applies to orders placed through the official TORE website.

1. Seller information

Legal seller: Mr. Jaimin Mavjibhai Solanki, Proprietor of TORE
Trading name: TORE
Business address: 3, Shri Nand Nagar, Vejalpur, Ahmedabad, Gujarat 380051, India
Customer-support email: support@torekart.com
Customer-support phone: +91 99985 48868

2. Order cancellation

A customer may request cancellation before the order has been dispatched or marked as fulfilled.

To request cancellation, contact TORE promptly and provide the order number and registered contact details:

Email: support@torekart.com
Phone: +91 99985 48868

Submitting a cancellation request does not automatically cancel the order. TORE will confirm whether cancellation remains possible.

No arbitrary cancellation charge will be imposed for an eligible cancellation completed before dispatch.

3. Cancellation after dispatch

Once an order has been dispatched, it generally cannot be cancelled.

The customer may request an eligible return after delivery in accordance with this policy.

Refusal of a confirmed order after dispatch may result in return-to-origin handling under the Shipping and Delivery Policy. Where legally permissible, actual and reasonable forward-shipping or return-to-origin costs may be deducted from any applicable refund.

4. Cancellation by TORE

TORE may cancel an order for a legitimate reason, including:

• Product unavailability;

• Incorrect pricing or product information;

• Failed or unverified payment;

• Incomplete or inaccurate customer information;

• Unserviceable delivery address;

• Suspected fraud or unauthorized payment;

• Abuse of COD, discounts or promotions;

• Legal or regulatory restrictions; or

• Circumstances beyond TORE’s reasonable control.

If TORE cancels a prepaid order, TORE will initiate a refund of the applicable amount to the original payment method.

TORE will not impose a cancellation charge where TORE cancels an order.

5. Refund for a cancelled prepaid order

Where an eligible prepaid order is cancelled before dispatch, the refund will ordinarily be initiated to the original payment method.

TORE may require reasonable time to verify the order and cancellation status.

After TORE initiates the refund, the bank, card network, UPI provider or payment gateway may require additional time to credit the customer’s account.

6. General return window

An eligible return request must be submitted within seven calendar days after delivery.

The return window begins on the date the order is recorded as delivered to the customer or authorized recipient.

Submitting a request within the return window does not automatically approve the return. TORE will review the request against this policy.

7. Preference-based return eligibility

A preference-based return—including a change of mind, fragrance preference or ordering preference—is eligible only when all the following conditions are satisfied:

• The return is requested within seven calendar days after delivery;

• The product is unopened;

• The product is unused and untested;

• The original seal is fully intact;

• The product has not been altered or tampered with;

• The original packaging, labels and included components are retained;

• The product remains in a clean and resalable condition;

• Valid proof of purchase is available; and

• TORE approves the return before the product is sent.

Products returned without prior authorization may not be accepted or processed.

8. Opened and used cosmetics

For hygiene, health and safety reasons, opened, used, tested or unsealed cosmetic and personal-care products are not eligible for preference-based returns.

This restriction does not prevent a customer from reporting a product that was:

• Damaged in transit;

• Leaking when received;

• Defective;

• Contaminated;

• Expired when supplied;

• Incorrectly supplied; or

• Materially different from the product ordered or advertised.

Individual results, fragrance preference, texture preference or a change of mind after opening or using a product do not ordinarily qualify it for return.

9. Non-returnable circumstances

Subject to mandatory consumer rights, TORE may decline a preference-based return where:

• The return window has expired;

• The product has been opened, used, tested or unsealed;

• The seal, label or packaging has been altered;

• The product is missing packaging or included components;

• The product has been damaged after delivery;

• The product was improperly stored or misused;

• The product is different from the item originally supplied;

• The product was purchased from an unauthorized seller;

• Proof of purchase is unavailable; or

• The return otherwise fails to satisfy this policy.

This section does not exclude a remedy required for a defective, unsafe, incorrect or legally non-conforming product.

10. Damaged, leaking, defective or incorrect products

A product received in a visibly damaged, leaking, defective or incorrect condition must ordinarily be reported within 48 hours after delivery.

The customer should provide:

• Order number;

• Description of the problem;

• Clear photographs of the product;

• Photographs of the outer and inner packaging;

• Photograph of the shipping label;

• Batch and label information where relevant; and

• An unboxing video, where available.

An unboxing video is helpful supporting evidence but is not an absolute condition where other credible evidence establishes the claim.

The customer should retain the affected product and all relevant packaging until TORE completes its review. The product should not be discarded without TORE’s instructions unless retaining it would create a genuine safety risk.

11. Latent defects and safety concerns

The 48-hour reporting period is intended for concerns reasonably identifiable at or shortly after delivery, such as visible damage, leakage, missing items or an incorrect product.

A latent defect, contamination concern or product-safety issue that could not reasonably have been identified within 48 hours should be reported as soon as reasonably possible after discovery.

TORE will review such a report according to:

• The nature of the concern;

• Product batch and condition;

• Available evidence;

• Method and period of use;

• Storage after delivery;

• Applicable product information; and

• Mandatory legal requirements.

Nothing in this policy limits a product-safety or consumer remedy that cannot lawfully be excluded.

12. How to request a return

To request a return, contact:

Email: support@torekart.com
Phone: +91 99985 48868

The email subject should preferably state:

“Return Request – Order [number]”

The request should include:

• Customer name;

• Order number;

• Registered email address or phone number;

• Product and variant;

• Reason for the request;

• Whether the product has been opened or used; and

• Relevant photographs, videos or supporting information.

TORE may request additional information reasonably necessary to review the request.

13. Return authorization

If a return is approved, TORE will provide the applicable instructions.

Authorization may include:

• Reverse-pickup arrangements;

• Self-shipping instructions;

• Return address;

• Packaging instructions;

• Return reference number; and

• Applicable shipping-cost information.

Customers must not send a product to TORE’s public business address or any other address without authorization.

A return authorization does not guarantee a refund. Returned products remain subject to receipt, verification and inspection.

14. Return shipping for TORE-related issues

For an approved claim involving a damaged, leaking, defective, expired or incorrect product, TORE will bear the reasonable return-shipping cost.

Where reverse pickup is available, TORE may arrange collection through a courier provider.

Where reverse pickup is unavailable, TORE may provide self-shipping instructions. Any reimbursement of reasonable self-shipping cost must follow TORE’s instructions and may require a valid shipping receipt.

15. Return shipping for preference-based returns

For an approved preference-based return:

• The customer will bear the return-shipping cost;

• The customer must follow TORE’s return instructions;

• The product remains the customer’s responsibility until TORE receives it; and

• Original shipping and COD charges are ordinarily non-refundable.

If TORE arranges reverse pickup on the customer’s behalf, the actual applicable return-shipping charge may be deducted from the refundable amount.

No separate restocking fee will ordinarily be charged for an eligible preference-based return that complies fully with this policy.

16. Packaging a return

A returned product must be packed securely to prevent leakage, breakage, contamination or other transit damage.

The customer should include or retain, as instructed:

• Original product;

• Original packaging;

• Labels and seals;

• Included components;

• Proof of purchase; and

• Return reference information.

TORE may decline a preference-based return damaged because of inadequate return packaging, subject to applicable law.

17. Inspection

TORE will inspect returned products after receipt.

Inspection may consider:

• Product identity;

• Seal condition;

• Evidence of opening or use;

• Product quantity;

• Packaging and labels;

• Batch information;

• Signs of tampering;

• Transit damage;

• Storage or misuse; and

• Whether the returned item matches the original order.

TORE may consult the manufacturer, courier, payment provider, laboratory or another appropriate service provider where reasonably necessary.

18. Rejected returns

If a return is rejected after inspection, TORE will communicate the reason.

Where appropriate, the customer may be given the option to have the product sent back, subject to payment of the applicable shipping charge.

A preference-based return may be rejected if the returned condition differs materially from the condition represented in the return request.

A rejected return does not affect a mandatory remedy available under applicable law.

19. Available remedies

Depending on the nature of an approved claim, TORE may provide:

• Replacement with the same product and variant;

• Replacement with an agreed alternative;

• Refund;

• Partial refund;

• Store credit with the customer’s agreement; or

• Another appropriate remedy.

TORE will determine the appropriate remedy based on:

• Nature of the claim;

• Inspection findings;

• Product availability;

• Amount affected;

• This policy; and

• Applicable law.

Nothing in this section limits a remedy that must be provided under applicable consumer law.

20. Replacements

An approved replacement is subject to product availability.

If the same product or variant is unavailable, TORE may offer:

• An alternative product or variant with the customer’s agreement;

• Store credit with the customer’s agreement; or

• A refund through the applicable method.

Replacement orders may require additional processing and delivery time.

TORE will ordinarily bear replacement shipping where the replacement resulted from an approved damaged, leaking, defective, expired or incorrect-product claim.

21. Exchanges

TORE does not guarantee direct exchanges for preference-based returns.

Where an eligible customer wants another product or variant, TORE may require:

1. Completion of the approved return; and

2. Placement of a new order.

Any price difference, shipping charge or COD charge applicable to the new order will be payable by the customer.

This does not affect replacements offered for an approved TORE-related product issue.

22. Refund initiation period

Approved refunds will ordinarily be initiated within 5–10 business days after:

• TORE receives and inspects the returned product; or

• TORE otherwise approves the refund without requiring a return.

The refund-initiation period is separate from the additional time required by the customer’s bank, payment gateway, card network or UPI provider to credit the amount.

23. Refund method

Prepaid-order refunds will generally be issued to the original payment method.

Where the original payment method cannot receive the refund, TORE may request another legally appropriate method.

Because COD orders do not have an original online payment method, an approved COD refund may be issued through:

• Bank transfer;

• UPI; or

• Another method communicated to the customer.

The customer is responsible for supplying accurate refund details.

TORE will not request a UPI PIN, one-time password, CVV or internet-banking password to issue a refund.

24. Refundable and non-refundable amounts

For an approved TORE-related claim involving a damaged, leaking, defective, expired or incorrect product, the refund may include:

• Applicable product price;

• Related shipping charge where appropriate; and

• Other amounts required under applicable law.

For an approved preference-based return:

• The eligible product price may be refunded;

• Original shipping charges are ordinarily non-refundable;

• COD charges are ordinarily non-refundable;

• Customer-paid return-shipping charges are non-refundable; and

• Any unpaid reverse-pickup charge may be deducted.

Discounts applied to the order will be reflected in the refund calculation. A refund will not ordinarily exceed the amount actually paid for the affected product and eligible charges.

25. Partial refunds and partial returns

TORE may issue a partial refund where:

• Only part of an order is returned;

• Only part of a claim is approved;

• A bundle or promotional discount must be recalculated;

• A customer keeps part of the order; or

• Another reasonable adjustment is legally appropriate.

Any deduction or adjustment will be communicated with the reason.

TORE will not make an arbitrary deduction.

26. Promotional and bundled orders

Where a returned item formed part of a bundle, quantity offer, free-product promotion or threshold-based discount, TORE may recalculate the transaction based on the items retained.

A complimentary or promotional item associated with a returned product may also need to be returned unopened and unused.

Any recalculation will be communicated and will not override mandatory consumer rights.

27. Store credit

Store credit will not be imposed in place of a monetary refund where the customer is legally entitled to a refund through another method.

TORE may offer store credit:

• As an optional remedy;

• With the customer’s agreement; or

• Where otherwise legally permitted and clearly communicated.

Any validity period or conditions applicable to store credit will be disclosed before acceptance.

28. Refund delays or failure

If an approved refund does not appear after the period communicated by TORE and the payment provider, the customer should contact TORE with:

• Order number;

• Refund confirmation;

• Original payment method; and

• Relevant bank or transaction information, excluding confidential credentials.

TORE may provide a refund reference number or request an update from the payment provider.

29. Chargebacks and payment disputes

Customers are encouraged to contact TORE before filing a chargeback so that TORE has a reasonable opportunity to investigate and resolve the issue.

This does not remove the customer’s lawful right to dispute an unauthorized or otherwise eligible transaction with the payment provider.

Knowingly filing a false, duplicate or fraudulent chargeback may result in account restrictions and submission of relevant evidence to the payment provider or competent authority.

30. Product reactions

An individual sensitivity or reaction does not automatically establish that a product was defective.

Customers should:

• Stop using the product;

• Follow the Disclaimer and Product-Use Policy;

• Seek appropriate medical assistance where necessary;

• Retain the product and packaging; and

• Report the concern to TORE.

TORE will review the product, batch information, circumstances and available evidence.

Nothing in this section excludes responsibility for a defective, contaminated, unsafe or legally non-conforming product.

31. Purchases from other sellers

This policy applies to orders placed through the official TORE website.

For a TORE product purchased from another authorized marketplace or retailer, the customer should ordinarily initiate the request through the original seller, subject to applicable law and the seller’s policies.

TORE may assist with an authenticity or product-safety concern but may require proof of purchase and seller information.

TORE cannot verify returns or refunds for purchases from unauthorized sellers.

32. Abuse and fraudulent claims

TORE may investigate and decline a request involving:

• False information;

• Altered evidence;

• Substitution of a different product;

• Deliberate product damage;

• Repeated abusive returns;

• Duplicate refund claims;

• Fraudulent payment disputes; or

• Other unlawful conduct.

TORE may restrict future COD, return or account privileges for legitimate fraud-prevention reasons.

This provision will not be used to reject a genuine consumer complaint merely because the customer has previously submitted a legitimate claim.

33. Consumer rights

Nothing in this policy excludes or restricts a right or remedy that cannot lawfully be excluded, including eligible rights concerning:

• Manufacturing defects;

• Defective design;

• Deviation from manufacturing specifications;

• Inadequate instructions or warnings;

• Failure to conform to an express warranty;

• Unsafe or contaminated products;

• Incorrect products;

• Misleading product information; or

• Other legally non-conforming goods.

Mandatory consumer rights prevail over any inconsistent provision of this policy.

34. Contact and grievance redressal

For cancellation, return, replacement or refund assistance, contact:

Customer Support
Email: support@torekart.com
Phone: +91 99985 48868

Grievance Officer: Wasim Sheikh
Email: support@torekart.com
Phone: +91 99985 48868

Postal address:
3, Shri Nand Nagar
Vejalpur, Ahmedabad
Gujarat 380051, India

Please provide the order number, registered contact details and a clear description of the concern.

Complaints will be handled under TORE’s Contact Information and Grievance Redressal Policy and applicable Indian law.

35. Policy updates

TORE may update this policy to reflect changes in:

• Return procedures;

• Courier or reverse-pickup arrangements;

• Refund methods;

• Product categories;

• Shopify functionality; or

• Applicable legal requirements.

The version displayed when an order is placed will ordinarily apply to that order, except where applicable law requires otherwise.