Last Updated: August 2026
At Torytale, we want you to feel confident about your purchase. Eligible products may be returned within 30 days of delivery under our commercial return policy, subject to the conditions below.
For consumers located in the European Union, additional statutory consumer rights apply, including the 14-day right of withdrawal described in the EU Consumers section of this policy.
Nothing in this Returns & Refunds Policy limits any mandatory consumer rights available under applicable law.
1. Torytale 30-Day Return Policy
You may request a return within 30 days from the date your order is delivered.
To qualify under our commercial 30-day return policy, the product should:
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Be in the same general condition in which it was received
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Include all original accessories, controllers, cables, manuals, and other included components
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Be returned in its original packaging whenever reasonably possible
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Show no signs of misuse, accidental damage, unauthorized modification, or excessive wear
A receipt, order confirmation, or other proof of purchase may be required.
Sale and promotional items are eligible for return under our standard 30-day return policy unless otherwise clearly stated before purchase.
Items specifically marked as final sale or non-returnable may be excluded from our commercial 30-day return policy where permitted by law.
Any exclusion from our commercial return policy does not limit statutory consumer rights that cannot legally be excluded.
2. How to Request a Return
To start a return, please contact us at:
Email: service@torytalestore.com
Please include:
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Your order number
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The email address used to place the order
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The product you wish to return
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Your reason for returning the product, if you would like to provide one
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Photos or a short video if the product is damaged, defective, incomplete, or not working as expected
Providing a reason is optional for standard change-of-mind returns.
Our customer support team will review the information provided and send you the appropriate return instructions and return address.
Please contact us before sending a product back so that we can provide the correct return location. Depending on your delivery location and fulfillment warehouse, the return address may differ from the address shown on the original shipping label.
Returns sent to an incorrect address may experience processing delays.
EU consumers exercising their statutory right of withdrawal do not require prior approval from Torytale. Please see the EU Consumers — Statutory Right of Withdrawal section below.
3. Damaged, Defective, Incomplete, or Incorrect Items
Please inspect your order after delivery.
If your product arrives:
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Damaged
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Defective
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Incomplete
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Not functioning as reasonably expected
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Different from the product you ordered
please contact us as soon as possible at:
Please provide your order number and, where reasonably possible, clear photos or a short video showing the issue.
After reviewing the information, we will work with you to provide an appropriate solution. Depending on the circumstances and applicable law, this may include:
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Repair
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Replacement
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Refund
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Price reduction
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Another appropriate remedy
Where a product is defective, damaged in transit, incorrect, or otherwise not in conformity with the order, applicable statutory consumer rights remain unaffected.
Where required by applicable law, customers will not be required to bear the necessary return shipping costs for defective, damaged, incorrect, or non-conforming products.
4. Items That May Not Qualify Under Our Commercial 30-Day Return Policy
Under Torytale's commercial 30-day return policy, we may be unable to accept products that:
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Have been damaged through misuse, neglect, accidental damage, or improper handling after delivery
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Have been modified, disassembled, repaired, or altered without authorization
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Are missing significant components or accessories originally supplied with the product
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Show excessive wear beyond what is reasonably necessary to inspect the product
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Were clearly identified as final sale or non-returnable before purchase, where permitted by law
Gift cards, if offered, are generally non-returnable except where required by law.
These commercial return conditions do not override statutory consumer rights.
5. Exchanges
If you receive a damaged, defective, incomplete, or incorrect product, please contact us at:
before placing another order.
Depending on product availability and the circumstances of your request, we may offer a replacement or another appropriate remedy.
For change-of-mind returns where you prefer a different product, the simplest option may be to return the original product and place a new order.
EU statutory rights relating to defective or non-conforming products remain unaffected.
6. Return Shipping
Return shipping responsibility depends on the reason for the return and applicable law.
Change-of-Mind Returns
For returns based on personal preference or a change of mind under Torytale's commercial 30-day return policy, the customer is generally responsible for the direct cost of returning the product unless otherwise stated.
Damaged, Defective, or Incorrect Products
If a return is necessary because the product is damaged, defective, incorrect, incomplete, or otherwise not in conformity with the order, we will provide appropriate instructions.
Where required by applicable consumer law, Torytale will bear the necessary cost of returning defective, damaged, incorrect, or non-conforming products.
Original Shipping Charges
For returns under our commercial 30-day return policy, original shipping charges may be non-refundable unless:
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The return results from an error on our part
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The product is damaged, defective, incorrect, or non-conforming
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Applicable law requires the shipping charges to be refunded
Different rules apply to EU consumers exercising their statutory right of withdrawal, as explained below.
7. Refunds Under the Torytale 30-Day Return Policy
After your returned product has been received and inspected, we will notify you regarding the status of your refund.
If the return qualifies for a refund, the refund will normally be issued to the original payment method.
Please allow additional time for your bank, card issuer, or payment provider to process and post the refund after Torytale has issued it.
Processing times vary by financial institution and payment provider.
Nothing in this section limits any faster refund deadline required by applicable law.
8. Partial Refunds and Diminished Value
In some circumstances, an appropriate deduction or partial refund may apply where a returned product:
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Is missing accessories or components
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Shows signs of use beyond what is reasonably necessary to inspect the product
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Has been damaged after delivery
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Has been altered or modified
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Has experienced a reduction in value because of unnecessary or excessive handling
Any deduction will be assessed reasonably based on the condition of the returned product and applicable law.
For EU consumers exercising the statutory right of withdrawal, a consumer is permitted to inspect a product to establish its nature, characteristics, and functioning in a manner similar to what would reasonably be possible in a physical retail store.
A deduction for diminished value may apply only where permitted by applicable law and where handling goes beyond what is reasonably necessary for that purpose.
9. Missing Refunds
If you have received confirmation that a refund was issued but have not yet received the funds:
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Check your bank or payment account.
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Contact your credit card issuer or payment provider, as processing times may vary.
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If the expected processing period has passed, contact us at:
We will assist in reviewing the refund status.
10. Order Changes and Cancellations
If you need to cancel or change an order, please contact us as soon as possible.
We will make reasonable efforts to assist before the order enters processing or shipment.
However, once an order has been processed, packed, transferred to a fulfillment partner, or shipped, changes or operational cancellation may no longer be possible.
If your order has already shipped, you may request a return after delivery in accordance with this policy.
For EU consumers, this section does not limit any statutory right of withdrawal available under applicable consumer law.
EU Consumers — Statutory Right of Withdrawal
The following section applies to consumers purchasing online who are entitled to the statutory right of withdrawal under European Union consumer law.
These statutory rights are in addition to Torytale's commercial 30-day return policy and are not replaced or limited by it.
11. EU 14-Day Right of Withdrawal
If you are an eligible EU consumer, you generally have the right to withdraw from your online purchase without giving any reason.
For goods, the withdrawal period expires 14 calendar days after the day on which you, or a third party designated by you other than the carrier, receives the goods.
If a single order contains multiple goods delivered separately, the withdrawal period may begin when the final applicable item is received, where required by applicable law.
You do not need to provide a reason for exercising this statutory right.
12. How to Exercise Your EU Right of Withdrawal
To exercise your right of withdrawal, you must clearly inform Torytale of your decision to withdraw from the purchase before the withdrawal period expires.
You may contact us at:
Email: service@torytalestore.com
Your notification should preferably include:
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Your name
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Your order number
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Your email address
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The product or products concerned
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A clear statement that you wish to withdraw from the purchase
No reason for withdrawal is required.
You may also use the EU Model Withdrawal Form included at the end of this policy, although use of that form is not mandatory.
The withdrawal is effective as long as your clear withdrawal communication is sent within the applicable statutory period.
13. Returning Goods After EU Withdrawal
After informing us of your decision to withdraw, you must return the goods without undue delay and generally no later than 14 days after notifying us of your withdrawal, unless we have agreed to collect the goods.
Please contact:
for the correct return address and return instructions.
Do not automatically send your return to the address printed on your original shipping label, as the appropriate return warehouse may differ depending on the product and delivery location.
EU consumers do not need Torytale's approval to exercise a valid statutory right of withdrawal. Return instructions are provided to ensure that the product reaches the correct processing location.
14. Cost of Returning Goods Under EU Withdrawal
For a statutory EU change-of-mind withdrawal, the customer is responsible for the direct cost of returning the goods, unless:
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Torytale has agreed to bear that cost; or
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Applicable law requires Torytale to bear that cost.
This rule applies to change-of-mind withdrawal and does not reduce your rights where a product is damaged, defective, incorrect, or otherwise not in conformity with the contract.
15. Refunds Following EU Withdrawal
If you validly exercise your statutory EU right of withdrawal, Torytale will reimburse payments that are required to be refunded under applicable law.
This includes the price paid for the returned goods and, where required, the cost of the least expensive standard delivery option offered for the original order.
If you selected a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery option, except where applicable law requires otherwise.
Reimbursement will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw.
For sales of goods, we may withhold reimbursement until:
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We have received the goods back; or
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You provide evidence that you have returned the goods,
whichever occurs first, where permitted by applicable law.
Refunds will normally be issued using the same payment method used for the original transaction unless another method is expressly agreed and does not result in additional fees to you.
Your bank or payment provider may require additional time to display the refund after it has been issued.
16. Inspecting Goods During the EU Withdrawal Period
You may inspect and handle the product only to the extent reasonably necessary to establish its:
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Nature
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Characteristics
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Functioning
You should generally handle the product in the same way that you would reasonably be permitted to inspect it in a physical retail store.
You may be responsible for any reduction in value caused by handling that goes beyond what is reasonably necessary to inspect the product, where permitted by applicable law.
Opening packaging alone does not automatically remove the statutory right of withdrawal unless a specific legal exception applies.
17. Exceptions to the EU Right of Withdrawal
The statutory right of withdrawal may not apply in certain situations specifically excluded by applicable EU or national law.
Where an applicable statutory exception affects a product sold by Torytale, we will provide the required information before purchase where required by law.
Nothing in this section is intended to create an exclusion beyond those permitted by applicable consumer law.
18. Defective or Non-Conforming Goods in the EU
The statutory right of withdrawal is separate from your rights when goods are defective or do not conform to the contract.
If an EU customer receives a product that is damaged, defective, incorrect, or otherwise not in conformity with the purchase agreement, additional statutory remedies may apply under EU and national consumer law.
These rights may include, depending on the circumstances and applicable law:
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Repair
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Replacement
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Price reduction
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Refund or termination of the contract
Torytale's 30-Day Return Policy and 14-Day EU withdrawal provisions do not limit any applicable statutory legal guarantee or conformity rights.
19. EU Legal Guarantee of Conformity
In addition to Torytale's 30-Day Return Policy and the statutory right of withdrawal, consumers in the European Union may benefit from a statutory legal guarantee of conformity under applicable EU and national consumer law.
Under EU law, consumer goods are generally covered by a legal guarantee for a minimum period of two years from delivery. Some EU Member States may provide longer guarantee periods or additional consumer protections. Where applicable national law provides greater protection, those mandatory rights will apply.
A product may be considered non-conforming if, for example, it:
- Is defective
- Does not match the description provided at the time of purchase
- Does not provide the functionality or characteristics reasonably expected from that type of product
- Is materially different from the product ordered
- Is missing components necessary for normal use
- Otherwise fails to meet applicable conformity requirements
If a product is defective or non-conforming, consumers may be entitled, depending on the circumstances and applicable law, to remedies including:
- Repair
- Replacement
- An appropriate price reduction
- Refund or termination of the purchase contract
Where required by applicable law, repair or replacement will be provided without unnecessary cost to the consumer and within a reasonable period. Necessary shipping, repair, replacement, or related costs will be borne by Torytale where required by applicable consumer law.
The statutory legal guarantee is separate from Torytale's commercial 30-Day Return Policy.
The expiration of Torytale's 30-Day Return Policy does not mean that applicable statutory legal guarantee rights have expired.
The statutory legal guarantee is also separate from the EU statutory right of withdrawal.
Consumers may therefore have different rights depending on whether:
- They simply changed their mind; or
- The product is defective or does not conform to the purchase contract.
Nothing in this policy limits, excludes, or replaces any mandatory statutory legal guarantee or consumer protection right available under applicable EU or national law.
20. Relationship Between the 14-Day EU Right and Torytale's 30-Day Return Policy
For eligible EU customers:
Days 1–14 after delivery:
You may have the statutory EU right of withdrawal without giving a reason, subject to applicable law.
Up to 30 days after delivery:
You may also benefit from Torytale's commercial 30-day return policy, subject to its eligibility requirements.
Torytale's commercial return policy provides additional time and does not replace, reduce, or restrict mandatory EU consumer rights.
EU Model Withdrawal Form
Complete and send this form only if you wish to withdraw from your contract. You may also send us any other clear statement communicating your decision to withdraw.
To:
Torytale
香港合海貿易有限公司
28柯士甸道
AA28 大廈 6 樓 19 室
尖沙咀, Kowloon
Hong Kong SAR
Email: service@torytalestore.com
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
Product(s):
Order Number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Email address:
Signature of consumer(s):
(Only required if this form is submitted on paper.)
Date:
21. Return Address
Please contact:
before physically returning a product so that we can provide the appropriate return warehouse address and instructions.
Orders may be fulfilled from different warehouses depending on delivery location and product availability, so the appropriate return destination may vary.
The address shown in the EU Model Withdrawal Form above is provided for communicating your withdrawal notice and should not automatically be used as the physical product return address.
Please follow the return instructions provided by our customer support team.
22. Contact Us
If you have questions about:
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Returns
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Refunds
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Exchanges
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Damaged or defective products
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EU statutory withdrawal rights
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Your order
please contact us:
Email: service@torytalestore.com
Customer Support: Monday–Friday, 9:30 AM–6:00 PM CST
Response Time: Typically within one business day.
Nothing in this policy limits any mandatory consumer rights available to you under the laws that apply to your purchase.