Refund policy
Return and refund policy
Return window
You have 30 days from the date you receive your order to request a return.
Conditions
Our products are cosmetics. For hygiene and safety reasons, an item can only be returned if it is:
- unopened and still sealed, in its intact original packaging;
- unused, untested and undamaged.
Items that have been opened, unsealed or used cannot be returned or refunded, unless they are defective, damaged on arrival or do not match your order.
Items that cannot be returned
- Gift cards
- Sale or clearance items — sets and duos, sold at a bundle price year-round, are not affected
- Applicator accessories that have touched the skin (sponges, brushes) once unsealed
How to start a return
- Email support@torviabeauty.com with your order number and the reason for the return.
- We reply within 2 business days with instructions and the return address.
- Ship the parcel with a tracking number.
Do not ship a return before you have our confirmation: parcels returned without authorisation cannot be processed.
Return shipping costs
Return shipping is at the customer's expense, unless the return results from our error or from a defective or damaged product — in which case we cover the return or provide you with a prepaid label.
Original delivery charges are non-refundable, except in the event of our error or a defect.
We recommend using a tracked service: we cannot guarantee receipt of an untracked return parcel.
Defective, damaged or incorrect product
If you receive a damaged, defective or incorrect item, contact us within 7 days of receipt with photographs of the product and its packaging. We will arrange a replacement or a full refund including delivery charges, at no cost to you.
Refunds
Once your return is received and inspected, we will tell you whether it has been accepted. If approved, the refund is issued to the original payment method within 5 to 10 business days. How quickly it appears on your statement depends on your financial institution.
If more than 15 business days have passed since your return was approved and you have not received the refund, contact us.
Exchanges
We do not process direct exchanges. To obtain a different item, return the original following the procedure above and place a new order.
Cancelling an order
You can cancel your order yourself within 24 hours of purchase, from your customer account. After that, write to us: cancellation remains possible free of charge for as long as manufacturing has not started. See our Shipping Policy.
Your rights
This policy is in addition to the rights granted to you by the Québec Consumer Protection Act and other applicable laws, and does not restrict them. Nothing in this policy may be construed as a waiver of those rights.
Contact us
Last updated: 14 August 2026