Return Policy

Return Policy

Last Updated: 25.04.2026

This Return Policy explains how customers may return or exchange products purchased through the TORINO Website within the Kingdom of Saudi Arabia.

1. Eligibility for Returns

Customers may request a return if:

  • The product is unused, unworn, and in original condition
  • All original packaging, labels, and accessories are included
  • The return request is made within 3 days of receiving the order

Products that do not meet these conditions may be rejected.

2. Non‑Returnable Items

The following items cannot be returned:

  • Products that show signs of wear or use
  • Products damaged due to misuse
  • Items without original packaging or labels
  • Clearance or final‑sale items (if marked as non‑returnable)
  • Accessories that cannot be sanitized (if applicable)

3. Return Process

To request a return:

  1. Contact TORINO Customer Support at customercare@torino.sa
  2. Provide order number, product details, and reason for return
  3. TORINO will arrange courier pickup or provide drop‑off instructions

All returns must be approved before shipping the item back.

4. Return Shipping Fees

  • If the return is due to a TORINO error (wrong item, defect, damage), TORINO covers the return shipping cost.
  • If the return is due to customer preference (change of mind, size issue), the customer may be responsible for return shipping fees.

5. Inspection & Approval

Once the returned item is received:

  • TORINO will inspect the product within 2–5 business days
  • If approved, the refund or exchange will be processed
  • If rejected, the item will be returned to the customer
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6. Refund Method

Refunds are processed as follows:

  • Online payments (Visa/Mastercard/Mada/Apple Pay): refunded to the original payment method
  • Cash on Delivery (COD): refunded as store credit voucher
  • Promotional purchases: refunded on a pro‑rata basis according to the discount applied

Refund processing time depends on the bank (typically 5–14 business days).

7. Exchanges

Exchanges are subject to product availability. If the requested item is unavailable, TORINO will issue:

  • A refund (according to the refund method), or
  • Store credit

8. Defective or Incorrect Items

If you receive:

  • A defective product
  • A damaged product
  • The wrong item

You must report the issue within 24 hours of delivery and provide photos/videos. TORINO will replace the item (if available) or issue a refund.

9. Order Cancellation

  • Orders may be cancelled before shipping only.
  • If the order has already shipped, it must be processed as a return.