Returns & Refunds Policy

Last updated: 1 May 2026

Thank you for shopping with Torvian.

We want every customer to receive the correct product in good condition. At the same time, because our travel coat is a wearable apparel product and may be produced in limited batches or pre-order runs, we do not offer refunds for change of mind unless required by law.

This policy applies to purchases made directly through our website.

Nothing in this policy limits any rights you may have under the Australian Consumer Law, EU consumer law, UK consumer law, or any other mandatory consumer protection laws that apply in your country.

Change-of-Mind Returns

We do not accept returns or refunds for change of mind unless required by law.

This includes, but is not limited to:

• Choosing the wrong size
• Changing your mind after ordering
• No longer needing the item
• Finding a similar item cheaper elsewhere
• Not liking the style, fit, colour, feel, or look of the coat
• Ordering for a trip and no longer needing it
• Airline or travel plans changing
• Deciding the product is not suitable for your personal packing style

Please check the product description, sizing information, colour, features, and pre-order details carefully before placing your order.

Faulty, Damaged, Incorrect, or Misdescribed Items

If your item arrives faulty, damaged, incorrect, or materially different from the product description, contact us as soon as possible at:

Email: jamesneilalterio@gmail.com

Please include:

• Your order number
• A clear description of the issue
• Photos or videos showing the issue
• Photos of the packaging if the item arrived damaged

If the issue is confirmed, we will provide a suitable remedy in line with applicable consumer law. This may include a repair, replacement, store credit, partial refund, or refund, depending on the nature of the issue and what the law requires.

We may require the item to be returned for inspection before approving a refund or replacement.

What Does Not Count as a Fault

A product will not be considered faulty simply because of:

• Normal wear and tear
• Damage caused by misuse, rough handling, or accidental damage
• Damage caused by washing, drying, ironing, or cleaning the coat incorrectly
• Overloading pockets beyond reasonable personal use
• Forcing zips, buttons, seams, or closures
• Using the coat in a way it was not designed for
• Minor colour differences caused by screen settings, lighting, or photography
• Personal fit or comfort preference
• The coat not helping you avoid airline baggage fees
• Airline, airport, customs, or security staff making their own decision about your luggage or clothing

Our travel coat is designed to help organise and carry personal travel items more conveniently. We do not guarantee that it will avoid baggage fees, airline restrictions, airport checks, customs checks, or travel delays.

Water-Resistant Products

If the product is described as water-resistant, this means it is designed to resist light rain or splashes. It does not mean the coat is fully waterproof.

The product will not be considered faulty simply because it does not keep you completely dry in heavy rain, long exposure to rain, storms, or extreme weather, unless the product was misdescribed or fails to meet a consumer guarantee that applies by law.

Return Condition Requirements

Where a return is approved, the item must be returned in the condition required by us or by applicable law.

For non-faulty returns required by law, the coat must be:

• Unworn, unused, unwashed, and unaltered
• Free from stains, marks, odours, perfume, deodorant, makeup, pet hair, and signs of wear
• Returned with all original tags attached
• Returned with original packaging
• Returned with all included accessories, storage pouch, straps, inserts, product cards, or detachable parts

If an item is returned used, damaged, stained, missing parts, or not in resaleable condition, we may reject the return or deduct an amount from the refund where permitted by law.

Return Shipping Costs

For faulty, damaged, incorrect, or misdescribed items, we will cover reasonable return shipping costs where required by law.

For any non-fault return accepted by us or required by local law, the customer is responsible for return shipping costs unless the law says otherwise.

We strongly recommend using a tracked shipping service. We are not responsible for returns that are lost, delayed, or damaged in transit.

Original Shipping Fees

Original shipping fees are not refundable for change-of-mind returns unless required by law.

If your item is confirmed to be faulty, damaged, incorrect, or misdescribed, we will refund the original standard shipping fee where required by law.

Express shipping, priority shipping, shipping protection, insurance, duties, taxes, customs fees, and import charges are not refundable unless required by law.

International Orders, Duties, and Customs

Customers are responsible for any customs duties, import taxes, VAT, tariffs, brokerage fees, or other charges imposed by their country.

We do not refund customs duties, import taxes, VAT, tariffs, or other government charges. If you reject delivery or fail to pay customs charges, any refund will be reduced by shipping costs, return costs, customs costs, and any other fees charged to us, where permitted by law.

Pre-Orders

Some products may be sold as pre-orders.

The estimated shipping timeframe will be shown on the product page, checkout page, order confirmation, or email updates.

Because pre-order products may be made in batches, shipping dates may change due to production timelines, supplier delays, quality checks, freight delays, customs clearance, or other issues outside our direct control.

You may cancel a pre-order for a full refund within 24 hours of placing the order.

After 24 hours, pre-order cancellations are not guaranteed unless required by law or unless we notify you of a significant delay and offer you the option to cancel.

If we cannot ship your order within the advertised timeframe, we will provide an update. Where required by law, you may be offered the choice to accept the delay or receive a refund.

Once your pre-order has been dispatched, it will be treated as a normal shipped order under this policy.

EU 14-Day Cooling-Off Right

If your order is shipped to the European Union, you may have the right to cancel your order within 14 days of receiving it.

To use this right, you must contact us within 14 days of delivery at:

Email: jamesneilalterio@gmail.com

You are responsible for return postage and packaging costs unless the item is faulty, incorrect, misdescribed, or we are required by law to cover those costs.

Returned items must be unworn, unused, unwashed, undamaged, and returned with tags, packaging, and included accessories. If the item has been used beyond what is necessary to inspect it, we may reduce the refund where permitted by law.

UK 14-Day Cancellation Right

If your order is shipped to the United Kingdom, you may have the right to cancel your online order within 14 days of receiving it.

After notifying us, you generally have another 14 days to return the item.

Returned items must be unworn, unused, unwashed, undamaged, and returned with tags, packaging, and included accessories. If the item has been used beyond what is necessary to inspect it, we may reduce the refund where permitted by law.

Australian Consumer Law

Torvian is based in Brisbane, Australia.

For Australian customers, our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are not entitled to a refund simply because you changed your mind, chose the wrong size, found the product cheaper elsewhere, or decided you no longer want it.

However, if the product has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, we may choose to repair or replace the item within a reasonable time.

Nothing in this policy limits your rights under the Australian Consumer Law.

Refund Processing

If a refund is approved, it will be processed back to the original payment method.

Refunds are usually processed within 10 business days after approval, but your bank or payment provider may take extra time to make the funds available.

We do not issue refunds until the returned item has been received and inspected, unless required by law.

Exchanges

We do not guarantee exchanges.

If you ordered the wrong size or colour, contact us and we may offer an exchange at our discretion, subject to stock availability.

For size or colour exchanges, you are responsible for return shipping and any reshipping costs unless required by law.

Contact Us

For returns, refunds, or product issues, contact:

Torvian
Email: jamesneilalterio@gmail.com
Business location: Brisbane, Australia
Return address: Provided only after return approval