Exchange, Return, and Refund Policy

1. Food Products and Matcha

To maintain quality and safety, food products are not accepted for return or exchange due to a change of mind after delivery.

A case will be processed if the product arrives damaged, leaked, with an open seal, different from what was ordered, missing, expired, or substantially not matching the description.

The request must be submitted within 3 days from the purchase date while retaining the product and packaging until the case is closed.

2. Tools, Accessories, and Non-Food Products

An exchange or return request can be submitted within 3 days from the purchase date if the product is eligible and meets the following conditions:

• It must be unused, unwashed, uninstalled, or unoperated.
• It must be complete in its original packaging with all associated accessories, tags, and gifts.
• It must not have odors, scratches, stains, or signs of use.
• It must not be a customized product or made according to special specifications.
• The order number or proof of purchase must be available.

Exchanges are subject to stock availability. If a replacement is not available, a refund may be approved.

3. Damaged, Incorrect, or Missing Order

Please contact us within 3 days from the purchase date and provide:

• Order number.
• A clear image of the outer packaging and shipping label.
• Images or a video showing the issue and all contents of the shipment.

After verification, we will provide an appropriate solution through replacement, re-shipment, compensation, or refund. Tora will cover the necessary shipping costs when the error is from the store or the shipment arrives damaged.

4. Order Cancellation or Modification

You can request to cancel an order or modify products or the address before preparation begins or the order is handed over to the shipping company. After preparation or shipment begins, modification or cancellation may not be possible, and the terms of this policy will apply after receipt if the product is eligible.

5. How to Submit a Request

1. Contact us before sending any product.
2. Send the order number, product, and reason, with images in case of damage, shortage, or error.
3. Await case approval and return instructions and the designated address.
4. Safely package the product and deliver it according to instructions.

Do not send products to any address before the request is approved; we may not be able to receive or track a shipment sent without approval.

6. Return Fees

7. Inspection and Refunds

Returns are usually inspected within 3 business days of arrival. After case approval, we begin processing the refund within 5 business days, and it is returned to the original payment method when available.

The bank or payment provider may require an additional 5 to 14 business days to show the amount in the account. The refunded amount is calculated based on the actual amount paid after discounts.

8. Bundles, Gifts, and GCC Orders

When returning a bundle due to a change of mind, all its components and associated gifts must be returned in their original condition. The same eligibility conditions apply to GCC orders, with the customer bearing the return shipping costs for a change of mind, and Tora bearing the costs when the error is proven to be from its side.