Refund policy
1. Introduction
At Clean Torch, we are committed to ensuring your satisfaction with our products. If you are not completely satisfied with your purchase, this Return and Refund Policy outlines your options for returns and refunds. By purchasing our products, you agree to the terms of this policy.
2. Return Eligibility
- Timeframe: You may return your product within 30 days of receipt for a refund or exchange.
- Condition: Products must be unused, in their original packaging, and in the same condition as when you received them. We do not accept returns for products that have been used, damaged, or altered.
- Proof of Purchase: A valid proof of purchase, such as an order confirmation or receipt, is required for all returns.
3. Return Process
- Request a Return: To initiate a return, please contact our customer service team at info@cleantorch.com with your order number and reason for return. We will provide you with return instructions.
- Packaging: Repack the product securely in its original packaging, including all accessories, manuals, and documentation.
- Shipping: You are responsible for the shipping costs of returning the product. We recommend using a trackable shipping method, as we are not responsible for returns lost in transit.
4. Refund Process
- Inspection: Once we receive your returned product, we will inspect it to ensure it meets our return eligibility criteria.
- Refund Approval: If your return is approved, we will process your refund. The refund will be issued to the original payment method within 7-10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.
- Non-Refundable Items: Shipping costs, customs fees, import duties, and taxes are non-refundable. Only the cost of the product will be refunded.
5. Exchanges
If you would like to exchange your product for a different item, please contact our customer service team at info@cleantorch.com. We will provide instructions for returning the original product and placing a new order.
6. Defective or Damaged Products
If you receive a defective or damaged product, please contact us immediately at info@cleantorch.com with your order number and a description of the issue. We may request photos or other evidence of the defect or damage. If the product is deemed defective or damaged, we will provide a replacement or refund, including shipping costs.
7. Non-Returnable Items
Certain items are non-returnable, including:
- Products purchased on clearance or sale
- Gift cards
- Customized or personalized items
8. Restocking Fee & Shipping Charges
Returned items that have been used will be subject to a 15% restocking fee.
In addition, a $5.95 return shipping fee will be deducted from the refund amount.
9. Contact Us
If you have any questions or concerns about our Return and Refund Policy, please contact us at info@cleantorch.com.
By purchasing our products, you acknowledge that you have read, understood, and agree to the terms of this Return and Refund Policy.