Refund policy

 Refund and Returns Policy

Last updated: 10/05/2026

This policy applies to orders from torvia.fr, operated by Adel Ouazani, trading as torvia (SIREN 902 935 527). It sits alongside our Terms of Sale and does not affect your statutory rights.

1. Your right to cancel (14 days)

You can cancel your order within 14 days, without giving a reason. The 14 days start on the day after you (or someone you nominate) receive the goods. If your order arrives in several deliveries, it starts the day after the last item arrives.

How to cancel

Tell us clearly that you want to cancel. Email support@torvia.fr with your name, order number and the item(s). You can use the model form at the bottom of this page, but you do not have to. Please cancel within the 14 days. We will confirm by email.

Returning the goods

  • Send the goods back within 14 days of telling us you want to cancel.
  • Return address: 47, rue Vivienne – 75002 Paris
  • You pay the cost of returning the goods, unless they are faulty or not as described. Return costs depend on the carrier and size; 
  • Please use a tracked service and keep proof of postage. We recommend that you pack the item securely, with its original packaging if possible.
  • You are responsible for taking reasonable care of the goods while they are with you. We may reduce your refund if the goods have lost value because you handled them more than was needed to inspect them.

Your refund

  • We refund the price of the goods and the standard delivery cost you paid. If you chose a more expensive delivery option, we refund only the standard cost.
  • We refund within 14 days of the day we receive the goods back, or the day you provide proof that you sent them back, whichever is earlier.
  • We refund to the same payment method you used, at no cost to you.

2. Faulty, damaged or not as described

If goods are faulty, damaged or not as described, your rights under the Consumer Rights Act 2015 apply.

  • Within 30 days of delivery: you can usually reject the goods for a full refund.
  • Within 6 months: you can usually ask for a repair or replacement. If this does not work or is not possible, you may get a price reduction or a final right to reject and a full refund.
  • Return costs: for faulty goods, we pay. Contact us first so we can arrange it.

To start a claim, email support@torvia.fr with your order number and photos or a short video showing the problem.

3. Wrong item or incomplete order

If you receive the wrong item or something is missing, contact us within [14] days with photos. We will send the right item or refund you.

4. Items damaged by misuse

We cannot refund goods that have been damaged through misuse or normal wear and tear. This does not affect your legal rights where the goods were faulty.

5. Refunds for orders we cannot deliver

If we cancel an order or cannot deliver it, we refund you in full, including delivery, within 14 days.

6. Contact

support@torvia.fr – torvia, 47, rue Vivienne – 75002 Paris

Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract.)

To: 47, rue Vivienne – 75002 Paris – support@torvia.fr

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

  • Goods: ____________________
  • Ordered on / received on: ____________________
  • Order number: ____________________
  • Name of consumer(s): ____________________
  • Address of consumer(s): ____________________
  • Signature (only if this form is notified on paper): ____________________
  • Date: ____________________