Politique de remboursement

At Tory Carrier, we strive to ensure that every customer receives high-quality products and professional after-sales service. Please review our return and refund policy carefully before submitting a request.

1. Returns for Personal Reasons

If you change your mind, you may return unused and unopened products in their original condition within 30 days of receipt for a refund.

  • Customers are responsible for round-trip shipping costs and a 15% restocking fee.
  • For returns caused by inability to contact the recipient or refusal of delivery, you are responsible for round-trip freight only (no restocking fee applies).
  • For free-shipping items, the original outbound shipping cost will be deducted from the refund in addition to the return shipping cost.
  • Custom-made products and used/opened items are not eligible for return.

2. Incorrect Item Received

If you receive the wrong product, please do not open or use it. Contact our customer service team immediately at service@torycarrier.com with your order number and photos.

Once verified, our team will assist with the return of the incorrect item, and after it is received, we will ship the correct item to you at no additional cost.

3. Defective Product

If the product is not functioning properly upon arrival, please contact service@torycarrier.com immediately. Our technician may request reasonable troubleshooting to verify the issue.

If the defect is confirmed, we will provide an appropriate resolution which may include repair, replacement, or refund, depending on the case. (Damages due to improper installation, misuse, or accidents are excluded.)

4. General Return Conditions

  • Returns are accepted within 30 days of receipt.
  • Returned items must be unused, unopened, and in original packaging (including all parts, accessories, and documentation).
  • Missing items may result in additional deductions equal to their value.
  • Custom orders are non-refundable.

5. Exchange Policy

For exchanges, we recommend placing a new order while returning the previous item. Once the return is received and approved, we will issue a refund accordingly.

6. Return Procedure

  1. Contact Us
    Email service@torycarrier.com with:
    • Customer name
    • PO number
    • Serial number
    • Reason for return (include photos or videos if applicable)
  2. Solution Confirmation
    Our service team will review eligibility and propose a solution.
  3. Approval & Instructions
    If approved, you will receive return authorization and detailed shipping instructions.
  4. Pack & Return
    Securely repackage the product (same as the original packaging — carton, pallet, stretch wrap) and return within 5 business days. Customers are responsible for safe and compliant packaging, including palletizing, crating, strapping, or boxing as required by the carrier.
  5. Inspection & Refund
    After receiving and inspecting the product, we will process your refund or replacement. Refunds typically take 1–2 weeks depending on your bank. You will receive an email once the refund is issued. Refunds are issued to the original payment method. If paid by check, money order, or cash, refunds will be issued by a mutually agreed method.

Contact

If you have any questions about this Return & Refund Policy, please contact us:

📧 service@torycarrier.com
📞 888-927-9439

Tory Carrier reserves the final interpretation rights of this policy.