Refund & Return Policy – TORVELIS

At TORVELIS, we're all about happy pups, happy owners and happy wallets! 🐾

We want you and your furry bestie to love every purchase. That's why we offer a 14-Day Money-Back Guarantee on eligible products.

If you're not completely satisfied with your order, contact us at hello@torvelis.com, and we'll help you through the return process.

1. 14-Day Money-Back Guarantee

We offer a 14-day change-of-mind return period starting from the date your order is delivered.

To qualify for a change-of-mind return:

• Contact us within 14 days of delivery.

• Items must be unused, undamaged and in their original packaging.

• Proof of purchase must be provided.

• For hygiene and safety reasons, opened dog treats and used pet products are not eligible for change-of-mind returns.

Once your return is approved, we'll provide instructions for returning your item.

Return shipping is free for approved eligible returns.

Once we've received and inspected your return, we'll process your refund to your original payment method.

These conditions do not limit your rights under Australian Consumer Law.

2. Cancellation Policy

Need to change your order? No worries!

Please contact us within 24 hours of placing your order.

• Orders that haven't been dispatched may be cancelled or changed.

• Once an order has been processed or dispatched, changes may no longer be possible.

• Approved cancellation refunds will be initiated within 7 business days.

If your order has already shipped, you may still be eligible for a return under our 14-day policy.

3. Damaged, Faulty or Incorrect Items

Something not quite right? We're here to help!

If your order arrives damaged, faulty or incorrect, contact us at hello@torvelis.com.

Please include:

• Your order number.

• A description of the issue.

• Clear photos of the item, if available.

We encourage you to report delivery damage within 72 hours, where possible, so we can investigate quickly. However, this is not a deadline for exercising your rights under Australian Consumer Law.

Depending on the circumstances and your legal entitlements, we'll arrange an appropriate refund, replacement or other remedy.

4. Shipping & Delivery

We aim to get your pup's goodies to you as quickly as possible!

Our estimated delivery timeframe is 4–7 business days for eligible Australian orders.

Delivery times are estimates and may vary depending on your location, product availability and courier delays.

If your order is delayed, missing or hasn't arrived, please contact us at hello@torvelis.com so we can investigate and help resolve the issue.

5. Incorrect Shipping Address

Please double-check your delivery information before completing your order.

If you've entered an incorrect address, contact us as soon as possible at hello@torvelis.com.

We'll do our best to update the details before dispatch, although changes cannot always be guaranteed once an order has been processed.

Any additional shipping costs caused by an incorrect customer-provided address may be payable by the customer, where lawful.

6. How to Request a Return

Need a paw helping? 🐾

Simply email hello@torvelis.com or use the form on our Contact Us page.

Include your order number, the email address used at checkout and the reason for your return.

Our team will review your request and guide you through the next steps.

7. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply independently of our voluntary 14-day money-back guarantee.

8. Policy Updates

TORVELIS may update this policy from time to time.

The policy applicable to your purchase will be the version in effect when your order was placed, subject to your rights under Australian Consumer Law.

For any questions, please contact hello@torvelis.com.

Happy Dogs. Happy Humans. Happy Wallets! 🧡

The TORVELIS Team