Refund policy

At Tory Carrier, we strive to provide high-quality products and professional after-sales service. Please review the following Return & Refund Policy carefully before submitting a return request.

1. Returns for Personal Reasons

If you change your mind or no longer need the product, you may request a return within 30 days of receipt, provided that the product is unused, unopened, and in its original condition and packaging.

  • Customers are responsible for round-trip shipping costs and a 15% restocking fee.
  • If a return is caused by failure to contact the recipient or refusal of delivery, the customer is responsible for round-trip shipping costs only. No restocking fee will apply.
  • For items originally shipped with free shipping, the original outbound shipping cost will be deducted from the refund, in addition to the return shipping cost.
  • Used, opened, refurbished, or custom-made products are not eligible for return.

2. Incorrect Item Received

If you receive a product that does not match your order, please do not open, install, or use the product. Contact our customer service team as soon as possible at service@torycarrier.com with your order number and photos of the item received.

Once the issue is verified, we will provide instructions for returning the incorrect item. After the incorrect item is received, we will ship the correct item to you at no additional cost.

3. Defective Product

If a product is not functioning properly upon arrival, please contact us as soon as possible at service@torycarrier.com.

To help us determine the cause of the issue, our technical team may request reasonable troubleshooting, photos, videos, or other information related to the product.

If a defect is confirmed, Tory Carrier will provide an appropriate resolution based on the specific circumstances, which may include repair, replacement, or refund.

Damage or problems caused by improper installation, misuse, modification, accidents, or other user-related causes are not considered product defects and are excluded from this provision.

4. General Return Conditions

  • Return requests must be submitted within 30 days of receipt.
  • Returned products must be unused, unopened, and in their original packaging, including all parts, accessories, and documentation.
  • Used equipment, pre-owned equipment, and refurbished equipment are sold as-is and are not eligible for return or exchange.
  • Missing parts, accessories, documentation, or other included items may result in deductions from the refund equal to the value of the missing items.
  • Custom orders are non-refundable.

5. Exchange Policy

For exchanges, we recommend placing a new order for the desired product while returning the original product in accordance with this policy.

Once the original product is received and the return is approved, we will process the applicable refund.

6. Return Procedure

  1. Contact Us
    Email service@torycarrier.com with the following information:
    • Customer name
    • PO number
    • Serial number
    • Reason for return
    • Photos or videos, if applicable
  2. Eligibility Review
    Our service team will review the request and determine whether the return is eligible under this policy.
  3. Approval & Return Instructions
    If the return is approved, you will receive return authorization and detailed shipping instructions.
  4. Pack & Return
    Securely repackage the product using packaging comparable to the original packaging, such as the carton, pallet, and stretch wrap, as applicable. Approved returns must be shipped back within 5 business days after return instructions are provided. Customers are responsible for safe and compliant packaging, including palletizing, crating, strapping, or boxing as required for safe transportation.
  5. Inspection & Refund
    Once the returned product is received and inspected, we will process the applicable refund or replacement in accordance with the approved return resolution. Refunds are issued to the original payment method.

Once a refund has been issued, the time required for the funds to appear in your account may vary depending on your bank or payment provider. Refunds typically appear within 1–2 weeks, depending on the payment method and financial institution.

If payment was made by check, money order, or cash, the refund will be issued using a mutually agreed-upon method.

Contact

If you have any questions about this Return & Refund Policy or would like to request a return, please contact us:

Email: service@torycarrier.com
Phone: 888-927-9439

This Return & Refund Policy applies to purchases made through Tory Carrier. Return requests are reviewed based on the conditions and requirements outlined above.