Refund Policy

This Refund Policy applies to purchases made across Torrnado's products, including our subscription service Tor and our physical goods store Velmont, as well as any future products we launch. All payments are processed by Stripe, and eligible refunds are issued to your original payment method.

1. Digital & Subscription Products (e.g. Tor)

• Free trials: if a free trial is offered, you will not be charged unless you continue the subscription after the trial ends. Cancel any time before the trial ends to avoid being charged.
• Cancellation: you can cancel your subscription at any time from your account settings. Cancelling stops future billing but does not itself trigger a refund for the current billing period.
• Refund eligibility: we generally do not provide refunds or credits for partial subscription periods already used. Exceptions may be made, at our discretion, for billing errors, duplicate charges, or where required by law.
• How to request: email support@torrnado.uk within 14 days of the charge in question, including your account email and the reason for the request.

2. Physical Products (e.g. Velmont watches)

• Return window: you may return most items within 30 days of delivery for a full refund of the item price.
• Condition: items must be unused, undamaged, and returned in their original packaging with all included accessories, documentation, and tags.
• Non-returnable items: engraved, personalized, or made-to-order items are final sale unless the item arrives defective or damaged.
• Return shipping: return shipping costs are the customer's responsibility unless the item was received defective, damaged, or incorrect, in which case we cover return shipping.
• How to request: email support@torrnado.uk with your order number to receive return instructions before sending an item back.

3. Refund Processing

Once a return is received and inspected, or a subscription refund is approved, we will notify you and process the refund to your original payment method via Stripe. Refunds typically appear within 5–10 business days, depending on your bank or card issuer's processing times.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, contact us within 14 days of delivery at support@torrnado.uk with photos of the issue. We will arrange a replacement, repair, or full refund, including return shipping, at no cost to you.

5. Chargebacks

If you have an issue with a purchase, please contact us first at support@torrnado.uk so we can resolve it directly — this is usually faster than filing a chargeback with your bank. We reserve the right to contest chargebacks that we believe are invalid.

6. Future Products

As we launch new products, this policy will be updated to reflect their specific refund and return terms, which will follow the general principles above (digital/subscription products vs. physical goods) unless stated otherwise on the product's own site.

7. Contact Us

For any refund or return request, email support@torrnado.uk. Please include your order number or account email and a description of the issue.

8. Changes to This Policy

We may update this Refund Policy from time to time. We will post any changes on this page and update the "Last updated" date above.