Return Policy
Customer Protection
Return & Refund Policy
Xi'an Siwei Technology Group Co., Ltd. values every customer experience. If you are not completely satisfied with your resin art ornaments purchased from torfrees.com, our return and refund guidelines below are designed to provide a clear and simple solution.
Last updated: August 2026
Our Return Commitment
We aim to make every purchase experience safe and reliable. Our team carefully reviews each return request and provides support according to the following return and refund standards.
1. Return Eligibility Requirements
Return requests must be submitted within 30 calendar days after the delivery date of your parcel.
Items are eligible for return only when all conditions below are met:
- The resin ornament remains unused, scratch-free, and undamaged.
- Original gift packaging and protective foam inserts are included.
- Valid proof of purchase is provided, including order number or checkout receipt.
Items Not Eligible For Return
The following products are excluded from return service:
- Personalized or custom-made resin crafts
- Final-sale marked products
- Items damaged intentionally or improperly after delivery
2. Return Request Process
To start a return request, please email our customer service team at:
Please include the following information:
- Your order number
- Detailed reason for return
- Clear photos of the product and original packaging (required for damaged item claims)
Our customer service team will respond within 2–3 business days and provide the designated return address together with detailed return instructions.
3. Return Shipping Cost Responsibility
Customer Preference Returns
Returns caused by personal preference, style choice, or size expectations require the buyer to cover return shipping costs. Original shipping fees are non-refundable.
Product Issue Returns
For damaged items, defective craftsmanship, or incorrect products, torfrees will cover approved return shipping costs after verification.
4. Refund Processing Procedure
After your returned resin ornament arrives and passes inspection:
- We will send a confirmation email acknowledging receipt of the returned item.
- We will review and confirm whether the refund request is approved.
- Approved refunds will be returned to your original payment method within 5–7 business days.
Please note that banks and payment providers may require additional processing time before the refund appears in your account.
5. Product Exchange Service
If you would like to exchange your purchased resin ornament for another design, please contact service@torfrees.com .
Exchanges depend on available inventory. Customers are responsible for any price difference and applicable return shipping fees.
6. Damaged & Defective Items
If your resin sculpture arrives cracked, scratched, or with manufacturing defects, please contact us within 7 days after delivery.
Please provide your order number and clear damage photos. After verification, we will provide a free replacement or full refund solution at no additional cost.
7. Order Cancellation Policy
Customers may request cancellation for unprocessed orders within 24 hours after checkout.
Once an order has entered logistics processing, cancellation requests can no longer be accepted. Please send cancellation requests with your order number to:
"Every torfrees creation is made to bring beauty into your home. We are committed to making every purchase experience simple, secure, and satisfying."
Need Return Assistance?
If you have any questions about returns, refunds, or exchanges, please contact our support team at service@torfrees.com .