SHIPPING & RETURNS

TOR & CO RETURNS POLICY

 

Content

•  Returns Policy

• In-store returns

• Online returns

• Exchanges

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We sincerely hope you derive ongoing pleasure from your Tor & Co products. However, should you find a product that is not suitable, we would be pleased to coordinate a refund or exchange in accordance with the instructions in this returns policy (“Policy”) below.

This Policy does not affect or limit in any way, rights you may have under applicable consumer laws, such as the New Zealand Consumer Guarantees Act 1993.

Returns Period

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We will provide you with a refund of the original purchase price or an exchange upon return of the products, with proof of purchase, if the product was purchased:

• during any time of the year other than between 1 November and 31 December (inclusive): within thirty (30) days from the date of purchase.

• between 1 November and 31 December (inclusive): within 90 days of purchase.

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Adverse reactions to Tor & Co products

Should you experience an adverse reaction to an Tor & Co product, or any quality concerns with your product, please Contact Us immediately for guidance. 

Please refer to our Terms of Trade applicable to the country of purchase for information on your rights and Tor & Co’s obligations under law.

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Proof of Purchase and Refunds

Proof of purchase can take the form of a receipt (paper or electronic) or a bank statement, or if your purchase was recorded against your customer profile, it can be found in our system.

If you have a gift receipt, we will provide you with an exchange or gift card.

All refunds will be processed via the original payment method.

If you do not have any proof of purchase, we would be pleased to coordinate an exchange for alternative products of equal or greater value.

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Gift Cards

Gift cards may not be returned or redeemed for cash, unless otherwise required by law.

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How to make a return

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Online

For products purchased from Tor & Co online (including by Click & Collect)

Products purchased from our online store including through the Click & Collect service may be refunded as outlined below.

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Where the original purchase was made using a credit/debit card, you may return the products:

• to any Tor & Co store in the country of purchase; or

• through the online store by contacting us to request a return.

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To contact our online store, please visit our contact page, select ‘Returns & Exchanges’ from the drop-down menu and complete the form, ensuring the online order number of the purchase (provided in the order confirmation email) is included.

Upon receipt of an online return request, our customer service consultants will provide you with a prepaid return postal label via email with instructions for returning the products. A refund will be processed upon receipt of the returned products via the method of original payment. Please allow up to 5 working days for the funds to present on a statement.

For products purchased via Apple Pay, Alipay or PayPal

We are unable to process a refund in an Tor & Co store for purchases made from our online store where payment was made via Apple Pay, AliPay or PayPal. Please contact our online store to request a return, as per the above guidance.

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Exchanges

Products may be exchanged under this Policy for any products up to the purchase value of the returned products. Any additional amount owing beyond the value of the returned products must be paid by you, the customer.

To exchange products purchased from our online store, in accordance with the terms of this Policy, we request that you contact our online store to request a return as per the above guidance and complete the purchase of alternative products either online or in store.