Returns & Refund Policy

Effective Date: August 17, 2026
At Torall, we want customers to have clear and transparent information about returns and refunds for our leather bags. This Returns & Refund Policy explains when a return may be accepted, what condition the item must be in, who is responsible for return shipping costs, and how refunds are processed.

Return Window

Customers may request a return within 18 days of receiving their order. Return requests submitted after the 18-day return period may not be accepted.
To request a return, please contact Torall as soon as possible through our 24/7 chat support or at support@torall.shop. Please provide your order details and clearly explain the reason for the return.

Returns for Defective or Incorrect Products

Torall accepts returns for leather bags that arrive defective, damaged, or different from what was ordered, subject to inspection and verification.
If you receive an incorrect or damaged product, please contact us and provide clear photographs showing the issue, along with your order information. The photos help us verify the condition of the product and determine the appropriate resolution.
If the issue is confirmed to have been caused by Torall, such as receiving the wrong product or receiving a product that was damaged before or during shipment, Torall will cover the applicable return-label cost.

Returns for Non-Defective Products

Torall also accepts returns for eligible non-defective leather bags within the 18-day return window, provided the item meets the return conditions described in this policy.
For a non-defective return, the customer is responsible for the return shipping and return-label cost. Torall does not charge a restocking fee.

Return Condition Requirements

Returned leather bags must be returned in a condition that allows Torall to inspect and evaluate the item. Customers should return the product with its original packaging and any accessories, tags, or other items that were included with the order, where applicable.
The returned item must not have been intentionally damaged, altered, or modified after delivery. Torall will inspect returned products to determine whether the reported issue or the stated reason for return is consistent with the condition of the item.
If a customer reports that an item was defective or damaged but the returned product arrives in a different or further-damaged condition, Torall may review the available evidence, including the photographs provided before the return and the condition of the item when received.

Proof of Damage or Product Issue

If you contact Torall regarding a damaged, defective, or incorrect leather bag, please provide clear photographs of the product and the issue. Depending on the situation, additional information may be requested to help us verify the claim.
Providing photographs before sending the item back is important because it allows Torall to compare the reported issue with the condition of the product when it is received for inspection.
Torall will review the submitted information and the returned product before confirming whether the return qualifies for a refund or other applicable resolution.

Return Shipping Responsibility

For an eligible return that is not caused by an error or product issue attributable to Torall, the customer is responsible for the return-label and return-shipping cost.
If Torall confirms that the wrong product was sent or that the product arrived damaged or defective due to an issue attributable to Torall, Torall will cover the applicable return-label cost.

Direct Exchanges

Direct exchanges are not accepted. If you want a different leather bag or another product, you must return the eligible original item according to this policy and place a new order separately.
A refund for an approved return does not automatically create a replacement order.

Restocking Fee

Torall charges $0 in restocking fees for approved returns. No restocking fee will be deducted from an approved refund.

Return Inspection

Once the returned product is received, Torall will inspect the leather bag and review the information provided with the return request.
Inspection may include checking the product’s condition, the reported defect or damage, the photographs submitted with the return request, and whether the item meets the requirements of this policy.
A return being received by Torall does not automatically mean that a refund has been approved. The refund decision is made after the returned product has been reviewed.

Refund Eligibility

If a return is approved after inspection, Torall will process the applicable refund for the returned product in accordance with this policy.
If the returned item does not meet the return conditions, or if the reported issue cannot be verified based on the available information and inspection, the return or refund may be declined.
Torall will communicate with the customer if additional information is needed to complete the review.

Refund Processing Time

Approved refunds are generally processed within 10 business days after the returned product has been received and the return has been inspected and approved.
The time required for the refund to appear in the customer’s account may also depend on the payment provider or financial institution used for the original transaction. Torall cannot control processing times imposed by the customer’s bank or payment provider.

Late or Delayed Refunds

If your refund has been approved but you have not received it after the stated 10-business-day refund processing period, please contact Torall at support@torall.shop or through our 24/7 chat support.
When contacting us about a delayed refund, please provide your order information so we can review the status of the refund. If Torall has already processed the refund, additional time may be required for the payment provider or financial institution to make the funds available.

Items That Cannot Be Returned

A return may be declined if the product is outside the 18-day return window, has been intentionally damaged or altered after delivery, or does not meet the applicable return conditions described in this policy.
If a product is returned without prior contact or without the information needed to identify and evaluate the return, processing may be delayed while Torall determines the reason for the return and verifies the order.

How to Request a Return

To request a return, contact Torall within 18 days of receiving your order through our 24/7 chat support or by emailing support@torall.shop.
Please include your order information, the reason for the return, and clear photographs when reporting a damaged, defective, or incorrect product. Do not send the product back before contacting Torall and receiving return instructions.

Contact Information

Business Name: Torall
Email: support@torall.shop
Chat Support: 24/7
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT-5)
Business Address: 114 N St John Ave, Lyons Kansas 67554, United States
By purchasing from Torall, customers are encouraged to review this Returns & Refund Policy before placing an order. This policy is intended to provide clear information about the return process, customer responsibilities, Torall’s responsibilities, inspection requirements, and refund timelines.