Refund policy
Order Cancellations
Standard Cancellation Window: 24 Hours from Purchase
- Orders may be canceled within 24 hours of purchase.
- After 24 hours, cancellations are not guaranteed, as processing may have already begun.
Extended Cancellations for Longer Processing Orders
- During periods of high demand, processing times may be longer.
- In these cases, we may allow extended cancellation windows.
- However, once an order reaches an advanced processing stage, it cannot be canceled, even if tracking has not yet updated.
Cancellation Fees
- All cancellations are subject to a 3% processing fee to cover non-refundable payment processor charges.
If you need to modify or cancel an order, contact us immediately at support@torywest.com.
Returns & Refunds
If a customer is unhappy with their order, they are entitled to a refund but must contact us directly and initiate a return. We offer a 30-day return policy, meaning returns must be initiated within 30 days of the purchase date (not the delivery date).
Eligibility for Returns
To qualify for a return, your item must be:
- Unworn, unused, and in its original condition with tags attached.
- In its original packaging.
- Accompanied by a receipt or proof of purchase.
Return Process & Shipping
- Customers are responsible for return shipping costs. We do not provide prepaid labels.
- The original shipping fee is non-refundable and will be deducted from the total refund amount.
- Returns sent without prior approval will not be accepted. Contact support@torywest.com before sending any returns.
- Until the item reaches our facility, it remains your responsibility. We strongly recommend using a trackable shipping service with insurance.
Once a return is approved, you must confirm your return within the 30-day period. Failure to do so will result in your return request becoming invalid.
For any return-related inquiries, contact support@torywest.com.
Refund Processing
Once we receive and inspect your return, we will notify you of refund approval or rejection.
Important Notes on Refunds:
- Shipping fees are non-refundable.
- Returns made after 30 days from the purchase date are not eligible for refunds.
- Refunds are issued to the original payment method and may take time to process, depending on your bank or credit card provider.
Shipping Delays & Refund Policy
1. Shipping Delays Do Not Qualify for Refunds
- Once an order has been processed and shipped, we cannot issue refunds due to carrier delays.
- Estimated delivery times are approximations and may be affected by:
- Carrier delays
- Customs processing
- Weather or unforeseen disruptions
By placing an order, you acknowledge that unforeseen shipping delays do not entitle you to a refund or chargeback.
2. Advanced Processing Orders Are Non-Refundable
- Orders that have entered an advanced processing stage cannot be canceled or refunded.
- Even if tracking has not yet updated, the order may have already left our warehouse and cannot be stopped.
We provide custom communication during high-demand periods to keep customers informed about delays. However, our cancellation and refund policies still apply.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us immediately upon receipt at support@torywest.com with:
- Clear photos showing the damage from multiple angles.
- Any relevant documentation, such as tags or receipts.
We will assess the issue and provide a resolution.
Non-Returnable Items
The following items cannot be returned:
- Perishable goods (e.g., food, flowers, plants).
- Custom or personalized items.
- Personal care products (e.g., beauty items).
- Hazardous materials, flammable liquids, or gases.
- Gift cards and final sale items.
Additional exclusions:
- Orders placed using the 50% exchange discount + free shipping offer are final sale.
- Shipping fees are non-refundable.
If you have questions about an item’s return eligibility, contact us before making a purchase.
Sizing & Fit Policy
1. Finding the Right Fit
-
As we primarily serve the US market, all of our products are sized according to US standards. To ensure the best fit, we strongly recommend referring to the size chart on our website, which includes detailed measurements in both inches and centimeters. Please note that the size tag on some items may differ from what you expect, as it may reflect international sizing systems. However, the fit of the item will correspond with US sizing measurements.
2. Why Tag Sizes May Differ
- Because our products follow US sizing standards, you may notice that the size tag on the item appears to be 1-2 sizes larger than expected. This is due to differences in international sizing conventions. However, the item’s actual fit is based on US sizing, and discrepancies between the tag size and the fit will not qualify for a return or refund.
- Receiving an item with a tag size 1-2 sizes larger does not qualify for a refund or return.
3. What If It Doesn’t Fit?
- If the fit doesn’t meet your expectations, we are happy to assist you with a return. However, please note that we do not provide automatic refunds or exceptions for sizing concerns, as customers are responsible for selecting the correct size using our provided size chart. If the item does not fit as intended, you are welcome to return it in accordance with our return policy (unworn, unused, and in its original condition).
Chargebacks & Dispute Policy
1. Orders in Transit Are Not Eligible for Chargebacks
- Chargebacks for “Item Not Received” are invalid if tracking confirms the package is still in transit.
- Visa, Mastercard, and Shopify policies state that chargebacks under these circumstances are not permitted.
2. Disputes Must Be Resolved Through Customer Support
- Customers must first contact us to resolve any delivery concerns before filing a chargeback.
- Filing a chargeback for an in-transit order violates our policy, and we reserve the right to dispute false claims.
By purchasing from Tory West, you agree to these terms and waive the right to file a chargeback for shipping delays or in-transit orders.
Exchanges
The fastest way to get a different item is to return the original item first. Once your return is accepted, you can place a new order for the desired item.
Final Notes
- By placing an order, you agree to our Refund Policy, Shipping Policy, and Terms of Service.
- We reserve the right to update this policy at any time. Changes take effect immediately upon posting.