Refund policy
Effective Date: 02 March 2026
TORIO® is a brand owned and operated by TurtleWings (India).
By placing an order on www.torio.in, you agree to the terms below. This policy applies to purchases made via our website, social media, marketplaces, or direct communication channels, unless a platform policy overrides it.
1) Product Nature & Construction (Important Clarification)
TORIO specializes in precision printed, low-profile floor rugs/mats with a smooth printed fabric surface and anti-slip rubber backing.
Please note:
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TORIO does not sell tufted rugs or hand-tufted carpets
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TORIO does not sell thick/high-pile or plush sponge-heavy carpets
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TORIO products are slim-profile (approx. ~3 mm)
Returns/Refunds will not be approved for concerns based purely on personal expectations such as:
“expected thick rug”, “expected carpet feel”, “too thin”, “not fluffy”, “expected tufted design”
—because thickness and construction are mentioned on product pages before purchase.
2) 7-Day Return Window (Eligibility)
We offer a 7-day return window from the date of delivery for eligible cases listed below.
To be eligible for a return, the product must be:
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Unused and in original condition
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Not washed, altered, cut, or damaged due to misuse
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Returned with original packaging (where reasonably possible)
Important: “Change of mind” returns are not accepted (see Section 6).
3) What We Cover (Return / Replacement / Refund)
After verification, TORIO may provide replacement or refund for the following eligible cases:
✅ Damaged product received (transit damage)
✅ Wrong product delivered
✅ Wrong size delivered (by TORIO)
✅ Major visible manufacturing/printing defect
You must contact us within 48 hours of delivery to report any issue for faster verification and resolution.
4) Evidence Required (Fair & Practical)
To help us verify your claim quickly, please share:
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Clear photos of the outer packaging, shipping label, and product
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Clear photos/video showing the issue
Unboxing Video (Recommended)
We strongly recommend recording an unboxing video from the sealed outer package to the fully opened product. It helps faster verification.
If an unboxing video is not available:
We will still review the claim based on photos and other proof. In some cases, we may request additional details to complete verification.
5) Return Method & Resolution Options
Depending on the case and verification results, we may offer one of the following:
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Replacement (same product/design/size)
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Refund to the original payment method (for prepaid orders)
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Refund via bank transfer (for COD orders, if approved)
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Partial refund (only if a minor verified issue where return is not practical)
TORIO reserves the right to approve/deny claims based on evidence and internal quality checks.
6) Non-Returnable / Non-Refundable Cases (Change of Mind)
The following cases are not eligible for return/refund:
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Wrong size selected by the customer
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Wrong design selected by the customer
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Change of mind / no longer needed
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Minor color differences due to screen settings
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Minor measurement variation (±1–2 cm)
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Normal wear and tear
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Product used, washed, altered, cut, or damaged due to misuse
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Damage caused after delivery due to improper handling
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Requests based on “expected thick carpet / tufted / fluffy” type expectations
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Courier delay after dispatch (we will assist with tracking/escalation, but delays alone are not a return/refund reason)
7) Custom / Made-to-Order Items
Many TORIO products are made-to-order.
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Custom size / custom design orders may have stricter eligibility.
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If a custom order is approved for return/refund due to verified defect/wrong item/damage, we will support as per this policy.
8) Cancellation Policy
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Orders may be cancelled within 12 hours of placing the order, only if production has not started.
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Once production, packaging, or dispatch begins, cancellation is not permitted.
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Custom/made-to-order items cannot be cancelled once processed.
Approved cancellation refunds (prepaid) are processed within 5–7 business days.
9) COD Orders & Refund Terms
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COD convenience charges (if any) are non-refundable.
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Shipping charges (if paid separately) are non-refundable once the order is dispatched.
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Refunds for COD orders (if approved) will be processed via bank transfer only.
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Bank details must match the customer/order details for verification.
Repeated COD misuse may result in order restrictions.
10) Refund Timeline (If Approved)
If a refund is approved:
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Prepaid orders: refund to original payment method within 5–10 business days
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COD orders: bank transfer within 5–10 business days after bank details confirmation
Processing time may vary depending on banking/payment gateway timelines.
11) Liability & Fair Use
TORIO is not liable for:
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Misuse of products or damage after delivery due to customer handling
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Indirect or consequential losses beyond the product value
In all verified genuine cases (damage/defect/wrong item), we will support customers fairly as per this policy.
Maximum liability shall not exceed the product purchase value.
12) Contact & Escalation
For support and claims:
📞 TORIO Customer Support: +91 88550 85308
📧 Email: support@torio.in
If your concern is unresolved, you may write to:
📧 support@turtlewings.co.in
We aim to resolve genuine concerns professionally and transparently.
