Effective Date: April 6, 2026
Last Updated: April 6, 2026
This Refund and Returns Policy (“Policy”) applies to all purchases made through the www.torrezamgroup.com website (the “Site”) operated by TORREZAM GROUP, S.A. de C.V. Please read this policy carefully before making a purchase, as it outlines our procedures and requirements for returns and refunds. By placing an order with us, you agree to the terms outlined in this Policy. Our goal is to ensure you are delighted with our products; however, we do not offer refunds-only (“refund without return”) under any circumstances.
1. General Policy Overview
At TORREZAM GROUP, we stand behind the quality of our products. If you are not completely satisfied with your purchase due to a defect, damage in transit, or a shipping error on our part, we offer a straightforward exchange or refund process upon the return of the item(s). Please note that we do not offer “partial refunds,” “refunds without return,” or “keep the item” refunds. A physical return of the merchandise in its original condition is a mandatory prerequisite for any monetary refund or exchange.
2. Return Eligibility & Conditions
To be eligible for a return and subsequent refund or exchange, the following conditions must all be met:
- Timeframe: You must initiate a return request within 14 calendar days of receiving the item(s). Returns initiated after this period will not be accepted.
- Item Condition: The item must be unused, in its original condition, with all tags attached, and in its original, undamaged packaging. Items showing signs of wear, damage, alteration, or improper use are not eligible for return. Our products, like the “Extremely simple style candle holder” and other small decor items, must be returned in a saleable condition.
- Proof of Purchase: A valid order number or receipt is required.
- Non-Returnable Items: For hygiene and safety reasons, certain items are FINAL SALE and cannot be returned or exchanged. This includes, but is not limited to, items marked as “final sale,” clearance items, and any personalized or made-to-order products.
- Mandatory Return Authorization: You must contact our customer service team to obtain a Return Merchandise Authorization (RMA) number before sending any item back. Returns shipped without an RMA number will not be processed and may be refused at our warehouse.
3. Return Process (Step-by-Step)
Follow these steps to initiate a valid return:
- Contact Us: Within 14 days of delivery, email us at songance@torrezamgroup.com with your order number and reason for the return. Our customer service team will review your request.
- Receive Instructions & RMA: If your request is approved, we will email you a RMA number and detailed return instructions, including the correct return shipping address.
- Pack the Item Securely: Carefully repack the item(s) in the original manufacturer’s packaging, including all accessories and documentation. Place this inside a sturdy shipping box. Important: Write the provided RMA number clearly on the outside of the shipping box. Packages without an RMA label/number may be lost in our facility.
- Ship the Return: Ship the package to the address provided in your instructions. You are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong item shipped, defective product). We recommend using a trackable and insured shipping service, as we cannot be held responsible for items lost or damaged in transit back to us.
- Inspection & Processing: Once we receive your return, our team will inspect the item(s) to ensure they meet the eligibility conditions listed in Section 2. This process typically takes 3-5 business days after receipt.
4. Refunds (After Return & Inspection)
Upon successful completion of the return process and inspection:
- Timing: If approved, your refund will be processed to your original method of payment within 10 business days. Please note that it may take additional time for the refund to appear on your bank or credit card statement.
- Amount Refunded: We will refund the full purchase price of the returned item(s). Original shipping charges are non-refundable. Return shipping costs are the responsibility of the customer, except in cases of our error.
- No Cash Refunds: All refunds are issued via the original payment method. We do not provide cash refunds or refunds to alternative payment methods.
- Exchanges: If you request an exchange for a different item, we will process the exchange once the return is received and inspected. If the new item has a different price, we will either charge or refund the difference, as applicable. Items for exchange are subject to availability.
5. Non-Refundable Situations
The following situations are not eligible for a refund:
- Change of Mind / Wrong Size/Color Ordered by Customer: While we accept returns for change of mind within 14 days, this requires a physical return as described. No instant or partial refunds are issued.
- Items Not in Original Condition: Any item that is not returned in its original, unused, and unaltered state with all packaging.
- Items Damaged After Delivery: Damage caused by the customer after delivery.
- Lost Returns: Returns that are lost in transit back to us without a valid tracking number showing delivery to our facility.
- Late Returns: Requests initiated after the 14-day return window has closed.
- Final Sale Items: As clearly marked on the product page.
6. Incorrect, Damaged, or Defective Items
If you receive an incorrect, defective, or damaged item, please contact us immediately (within 48 hours of delivery) at songance@torrezamgroup.com with your order number and clear photographs of the product and its packaging. We will arrange for a return (with a pre-paid return shipping label provided by us) and, upon receipt and verification, process a full refund (including original shipping costs) or expedite a replacement at our discretion. Even in these cases, the defective/incorrect item must be returned to us.
7. Contact Us for Returns & Refunds
For any questions regarding this Policy or to initiate a return, please contact us:
TORREZAM GROUP, S.A. de C.V.
Attn: Returns Department
Email: songance@torrezamgroup.com (Please include your order number)
Telephone: +52 33 2710 3880
Address for Returns (By Authorization Only): Av. Enrique Díaz de León #1096, Col. Del Fresno 1ra Sección, C.P. 44900, Guadalajara, Jalisco, México.
(Note: This is our official business address. Do not ship returns here without a prior RMA number and specific instructions, as they will not be accepted.)
Business Hours for Returns Inquiries: Monday-Friday, 9:00 AM – 5:00 PM (Central Time).
Website: www.torrezamgroup.com