Return and exchange policy

1. When we accept returns and exchanges

Customer satisfaction matters to us, so we accept returns and exchanges under these conditions:

  • The product is in its original condition and unused.
  • The invoice or proof of purchase is included.
  • The return or exchange request is made within 3 days of delivery.

2. Who can request a return or exchange

  • Customers who bought through our website or our official branches.
  • Custom products, wholesale products, made-to-order products and products worth less than the shipping cost are not included.

3. How to request a return or exchange

  1. Contact us by email at Packaging@torod.co or on WhatsApp at +966 92 001 7576.
  2. Give your order number and the reason for the return or exchange.
  3. After reviewing the request, we will send you a tracking number or instructions for sending the product back to us.

4. When you receive your refund

  • Once we receive the product and check its condition, the amount is refunded within 14 working days.
  • The refund goes to the payment method used for the purchase. Cash-on-delivery orders are refunded by bank transfer.

5. Important notes

  • Shipping fees are not refundable unless the product is defective or the error is ours.
  • We may refuse any return or exchange request that does not meet the conditions above.