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Return Procedure&Policy

 

This policy applied to all merchandise purchased from TorchStar. Please read before initiating a return.

Conditions of products eligible for return:                        

  1. Product(s) is in ORIGINAL and SALEABLE condition
  2. Product(s) is returned with all accessories
  3. Product(s) is in original packaging
  4. Product(s) is sent back to TorchStar within 30 days of receipt.[1]

If your return does not meet any of above criteria, please contact us first and let us know which of the conditions that have not been met and we will suggest a suitable alternative. If we receive the product in a condition that does not meet our return criteria and without being notified first, we reserve the right to refuse a refund or replacement.

Step1. RMA Request

All returns must be accompanied by a return merchandise authorization number (RMA#). To obtain RMA#, please e-mail us at: info@torchstar.us or call us at 800-990-7688.  Be sure to include your order number on all correspondence. Our representatives will review your request and issue the RMA# per our return policy. Please mark RMA# on the return shipping label or shipping box.

--Shortage shipment/damaged shipment/ defective on arrival

Please note any damage or shortage upon delivery and notify us within 3 business days. Failure to do so within 3 business days will result in your request being denied. Please do not throw away any component in the original package. We will replace or refund the purchase value of the damaged item(s) at your option. Customer is responsible to provide necessary proof to make a claim with the carrier, such as picture of wrong shipment or damaged package. Defective on arrival product must be returned unused in its original box with all accessories within 14 days.

--Returns

You have up to 14 calendar days from the time you receive your item(s) to initiate a return. After you obtain RMA #, you must return the product to our warehouse within 14 calendar days after the issuance of the RMA#. If the return is initiated due to reasons other than our fault, you will need to pay for the return shipping cost. Modified, damaged products, item that have missing accessories are not returnable, such as cut strip light.

--Replacement

All items purchased from our store are accompanied by a one year manufacturer warranty*. If the product is covered by the warranty and falls within 30 days of receipt, we will provide prepaid shipping label and replace the product(s) for you after the original product(s) is received; if the product is covered by the warranty and falls after 30 days of receipt, you will need to return the product(s) at your cost but we will replace them for you for free once product(s) is received.

Step2. Ship the product(s) back to our warehouse

We are not responsible for products returned without RMA # or shipments prior to their arrival at our warehouses. For proof of delivery, we recommend that you return the items via carriers that can provide a shipment tracking number. Keep the tracking information if possible.

Step3. Refund/ Store Credits (eligible for orders returned within 30 days of receipt)

--Refunds                  

If you prefer to receive a refund, we will happily comply with your request. Please make sure to return the product(s) that meet the return criteria listed above. The original shipping cost is non-refundable. A 10% restocking fee will be deducted from the total refund amount, unless the return is a result of our error*. Shipments outside the U.S. are subject to a 20% restocking fee.

--Store Credits                      

Store credits can only be applied on your next purchase directly from TorchStar. The benefits include:

  • TorchStar store credits do not expire.

Our store credits do not have an expiration date and therefore do not expire. We can keep your store credit in our system indefinitely and you can use them at your own convenience.

  • Restocking fee will be waived.

The original shipping cost is non-refundable but we will waive the restocking fee if you choose store credit over refund.

  • You can use them with other offers.

Your store credit is the same as cash. You can use it in conjunction with other special offers such as monthly specials and promotional sales.

Once you decide which option is best for you, please contact us and let us know. We will promptly process your return request and issue RMA # with return instruction. Refund, however, are processed once your return has been received and processed by our return department.[2]



*Exceptions apply. In case the product has been misused or damaged due to mishandling by the customer, the warranty will be void. Please visit our website for details.

*Order paid by store credit is not eligible for refund if returned.