When something
needs putting right.
Return request period：30 calendar days after delivery.
Approved returned items：Refund initiated within 5–10 business days after receipt and inspection.
Restocking charge：None for approved returns.
01. The request window
Contact us within 30 calendar days after delivery to request an eligible preference return, such as a change of mind or an unsuitable selection when the supplied product matches its description.
This standard preference-return window does not restrict mandatory remedies for defective, incorrect, incomplete, or materially misdescribed goods.
02. Condition and contents
Preference returns should be unused, in original condition, and complete with supplied parts, liners, lids, bands, accessories, instructions, and original packaging where supplied. Explain missing packaging or components when requesting assistance.
Disclose food contact, flour or dough residue, washing, stains, odors, heat exposure, alteration, or damage. Opening packaging alone is not proof of misuse. A defect discovered during proper preparation or use is assessed separately.
03. Starting a request
Email service@torvebw.com with your order number, product and variant, reason, condition, and relevant photographs or video where helpful and safe.
Describe any preparation, cleaning, or use steps relevant to the issue. Wait for authorization and instructions before mailing.
04. Authorized destination
Do not send returns to our registered business address unless customer service specifically instructs you to do so. The sender address on the original parcel is not automatic return authorization.
After review and approval, we provide the appropriate destination, reference, and return instructions. Ask for clarification if any details are incomplete.
05. Preference-return costs
Customers pay postage for preference returns. Original outbound delivery charges are not refunded for these returns unless legally required.
No restocking fee applies to approved returns. Any lawful product-specific restriction must be disclosed before purchase. A sale price alone does not make an item non-returnable.
06. Faulty, damaged, or incorrect products
Contact us promptly about damaged, defective, incorrect, incomplete, or materially misdescribed products. Include relevant details and evidence that can be obtained safely. No arbitrary reporting cutoff removes mandatory rights.
For a verified issue attributable to us, the appropriate remedy and required return shipping are provided without additional cost. Relevant outbound shipping is refunded when an entire order is refunded because of our error.
07. Use-related concerns
Damage caused by misuse, incompatible cleaning, unsupported oven or heat exposure, or unauthorized modification may affect preference-return eligibility. We assess the facts rather than treating every used product as automatically defective or automatically ineligible.
Normal differences in fermentation or baking outcomes do not by themselves prove a tool defect. A materially false product description or a genuine product fault is assessed separately.
08. Packing and inspection
Pack supplied components securely and protect fragile items and sharp edges where applicable. Follow the authorized instructions and retain tracking or proof of postage.
Do not include dough, starter, ingredients, or other personal contents. Tell support about unsafe damage before dispatch. We inspect against the applicable conditions and explain any eligibility concern.
09. Refund method and timing
Approved return refunds are initiated to the original payment method within 5–10 business days after receipt and inspection. When no return is required, the refund is initiated within 5–10 business days after approval.
Provider posting time may be additional. Shorter mandatory deadlines prevail. An approved monetary refund is not replaced with store credit without agreement. If the original method cannot receive funds, we will coordinate a lawful alternative.
10. Exchanges
Exchange availability depends on stock and the requested item. Any applicable price difference or postage is explained before you agree.
If a direct exchange is unavailable, we can explain eligible return and reorder options. Check dimensions, capacity, materials, and included contents before choosing a replacement.
11. Cancellation
Request cancellation immediately. It can be accommodated only before fulfillment begins; packing or dispatch preparation may prevent cancellation. Successful cancellations have no fee.
Captured payment is refunded through the original method within 5–10 business days after cancellation confirmation, or sooner where legally required. No return is needed for an unshipped canceled order.
12. Further review and consumer rights
If you disagree with a return assessment, reply with your order number, earlier correspondence, and the facts you want reconsidered.
Nothing here excludes mandatory consumer protections, applicable warranties, or other rights that cannot lawfully be limited. Contact service@torvebw.com for assistance.