Returns & Refunds

We want you to be happy with your Törner purchase. If you receive your item and decide it is not right for you, you may request a return under our 7-day return policy, subject to the conditions below.

This policy is offered in addition to your statutory consumer rights. Different rules apply to defective or incorrect items and to certain international orders, as explained below.

7-day returns

To request a change-of-mind return, email or@toorner.com within 7 calendar days after delivery, including your order number and the item you would like to return.

Your request must be submitted within this period; the item does not need to reach us within seven days. Once we provide return instructions, you must send it back within 7 calendar days.

We use the date of your initial request to determine whether it was submitted on time. A delay in our response will not invalidate an otherwise timely request.

Return condition requirements

To qualify under our voluntary 7-day return policy, your item must meet all of the following conditions:

• Unworn and unused, with no scratches, scuffs, strap creasing, or other signs of wear or damage.
• All original protective stickers and films must remain attached and unremoved. Removed or reapplied stickers and films do not meet this requirement.
• No bracelet links may have been removed or added, even if the bracelet has subsequently been restored to its original size. The item must not have been resized, modified, engraved, or otherwise altered.
• All original packaging and included contents must be returned, including the presentation box, tags, accessories, documentation, and any other supplied components.

You may carefully open the shipping package to inspect your purchase. Please decide whether you wish to keep the item before removing protective films, adjusting the bracelet, or wearing it.

These condition requirements apply to our voluntary change-of-mind policy. They do not restrict any mandatory rights you may have.

Return shipping and fees

For returns under our voluntary 7-day policy:

A $5.95 USD restocking fee per returned item, or its equivalent in your order currency, will be deducted from your refund.

You are responsible for the cost of return shipping. Return postage is separate from the restocking fee.

Any original shipping charge is non-refundable for change-of-mind returns, except where required by law. If your order originally qualified for free shipping, we will not deduct an additional outbound shipping charge.

Discounted purchases are eligible under the same return conditions. Refunds are based on the amount actually paid for the returned item.

These fees and shipping deductions do not apply where prohibited by law, including qualifying EU/UK statutory withdrawals as described below. We cover necessary return shipping for defective or incorrect items for which we are responsible.

How to send your return

Please contact or@toorner.com before sending an item back so we can provide the correct return address and instructions. We may request photographs to help assess the item’s condition.

Package the item securely. We recommend using a tracked shipping service with appropriate insurance and keeping your postage receipt.

Permission to send an item back does not guarantee a refund. Returns under our voluntary policy are inspected against the condition requirements above.

If an item does not qualify and no statutory right requires us to accept it, we will explain the reason and contact you about having it returned to you. Additional shipping costs may apply where permitted by law.

Prior approval is not a condition for exercising a statutory right of withdrawal.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, please contact or@toorner.com promptly with your order number, a description of the issue, and photographs or video where possible.

We will assess the issue and arrange the appropriate resolution, including a refund, replacement, or repair, as applicable and consistent with your legal rights.

The 7-day change-of-mind deadline, restocking fee, and sticker or bracelet-adjustment requirements do not limit valid statutory claims concerning defective, damaged-on-arrival, misdescribed, or incorrect goods.

Where we are responsible for the issue, we will provide a prepaid return method or arrange reimbursement of reasonable return-shipping costs.

Refunds

We inspect returned items and issue approved refunds to the original payment method within 10 business days of receiving the return, unless a shorter legal deadline applies.

For voluntary change-of-mind returns, the refund will reflect the amount paid for the returned item, less the applicable restocking fee and any non-refundable original shipping charge.

Your bank or payment provider may require additional time to post the refund.

We will contact you if there is an issue affecting your return or refund eligibility.

Pre-orders: final sale and estimated shipping

Final-sale status

Except where applicable law provides otherwise, items clearly identified as pre-orders (which are by default final sale as they’re custom production) and final sale before purchase are excluded from our voluntary 7-day return policy. We do not accept change-of-mind cancellations, returns, or exchanges for these items, whether requested before or after shipment.

As our shipping policy mentions, purchasing a pre order means conceding to such terms of ordering a custom product.

This restriction does not affect the statutory cancellation rights and protections described below.

European Union and United Kingdom: statutory cancellation rights

Where applicable EU or UK consumer law provides a right of withdrawal, you may cancel an eligible online purchase without giving a reason by notifying us within 14 calendar days after delivery. You then have a further 14 calendar days after notifying us to send the goods back.

To exercise this right, email or@toorner.com with a clear statement that you wish to cancel your purchase, or use another legally valid method. Our approval is not required for your cancellation to take effect.

No restocking or administrative fee applies to a qualifying statutory withdrawal. You are responsible for the direct cost of returning the goods unless we have agreed otherwise or the goods are defective or incorrect.

When you cancel an entire order, we will also refund the original standard delivery charge. Any additional cost for an upgraded delivery service is not refundable beyond the cost of our standard delivery option.

You may inspect the goods as reasonably necessary to establish their nature, characteristics, and functioning. Opening packaging or removing a protective sticker does not automatically remove your statutory cancellation right. However, where permitted by law, we may reduce the refund to reflect an actual loss in value caused by handling beyond what was necessary for that inspection.

We will reimburse you without undue delay and within the applicable statutory deadline. Where permitted, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first.

These statutory rules take priority over any conflicting voluntary return conditions or processing periods above.

Your consumer rights

Nothing in this policy excludes or limits rights that cannot lawfully be excluded or limited. Where local consumer law gives you additional or different rights, those rights continue to apply.

For return questions or assistance, contact or@toorner.com