Refund policy

RETURN POLICY

Your satisfaction is what matters most to us at Toronza. If something is not right with your order, we make the return process as straightforward as possible.

This policy applies to all our markets: Germany, Austria, Switzerland and Australia.

30-Day Returns Changed your mind? No problem. You have 30 days from the moment you receive your order to send it back to us.

Return Conditions To be eligible for a return, please make sure that:

  • The item is unused, undamaged and complete
  • It is returned in its original packaging where possible
  • No restocking fees will ever be charged
  • Our customer service team will guide you through every step of the process.

Who Pays for the Return? Damaged, defective or incorrect items:

  • We cover all return shipping costs
  • In many cases, you will not even need to send the item back
  • We will offer a free replacement or a full refund — your choice

Returns for personal reasons (e.g. change of mind, wrong size chosen):

  • Return shipping costs are the responsibility of the customer
  • Original shipping costs are non-refundable

How to Return Your Order Returning something is simple. Just follow these three steps:

  1. Get in touch — Contact our customer service team by email or through our contact form. Please have your order number ready.
  2. Pack it up — Wrap the item carefully, preferably in its original packaging.
  3. Send it back — Once your return has been approved, we will send you clear instructions on how and where to ship it.

Refunds Once we have received and inspected your return, here is what happens next:

  • Processing time: Up to 5 business days after we receive your item
  • Refund method: Back to your original payment method
  • Currency: Refunded in the currency you paid with (EUR, CHF or AUD)

Please keep in mind that depending on your bank or payment provider, it may take a few extra days before the amount appears in your account.

Country-Specific Information

EU Countries (Germany, Austria) The legal 14-day right of withdrawal is already fully covered by our 30-day return policy — so you always get more than the legal minimum.

Switzerland You can use our preferred carrier for returns from Switzerland. For eligible returns, we will cover any customs fees on the return shipment.

Australia Our 30-day return policy applies in addition to your rights under the Australian Consumer Law (ACL). Where the ACL provides additional protections, those rights remain fully intact.

Legal Note Regardless of our voluntary 30-day return policy, your statutory rights remain fully intact under applicable law. Our policy already exceeds the legal minimum requirements, so your return window will never be shorter than 30 days.

Get in Touch Have a question about a return or refund? We are happy to help.

  • Mon – Fri: 09:00 – 18:00 (AEST/AEDT)
  • Sat: 09:00 – 13:00 (AEST/AEDT)
  • Sun: Closed

Response time: within 24 hours Email: info@toronza.com Contact: via our Contact page