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Product Support

WARRANTY

MANUFACTURING DEFECTS

TorHans covers all bottles and accessories from manufacturing defects in materials and workmanship for a period of one (1) year from date of original retail purchase of the product.  We will repair or replace at our discretion any manufacturing defect in our products free of charge. We do not cover damage caused by normal wear and tear, accidents, improper setup, care or cleaning, non-standard usage or negligence.  Product(s) must be purchased from an authorized TorHans dealer.  Return shipments must be prepaid and insured. TorHans cannot be liable for lost in-bound packages.  

Products purchased from Third Party Marketplace (3P) platforms are not covered under this warranty.  This includes, but is not limited to, Amazon, eBay, Sears, Newegg, Rakuten, and Walmart.  

PRODUCT REPLACEMENT INSTRUCTIONS

If your issue qualifies for warranty replacement or exchange under the Warranty terms contact info@torhans.com to request a claim form for full product replacement. Proof of defect and return mailing of defective product is required. If  the claim is determined to be valid, the product will be replaced at TorHans's expense within 10 to 15 business days from receipt of the returned product. Any replacements or exchanges will be at the discretion of TorHans, based on the type of product sent in and the availability of replacement styles and colors. Typically, most issues can be resolved with a replacement part.

RETURN / EXCHANGE POLICY

The following return policy applies only to orders placed on torhans.com. For items purchased elsewhere, please contact the original retail store for their specific return policy.

Returns and exchanges will only be accepted with a completed return form. To receive a return form email info@torhans.com.  Items returned without a completed return form will incur a 25% restocking fee.

TorHans® will issue a refund within 30 days of purchase in the form and amount tendered for the original transaction excluding shipping and handling fees.  All returns or exchanges must be unused and in their original condition and packaging.  Merchandise received after 30 days from the order date will only be accepted at our discretion for an online store credit.

When we process your return, a fee of $6.95 will be deducted from your return credit. You can also ship your return back yourself. If you would like to ship it back yourself, we recommend using an insured, traceable method and cannot be held accountable for lost packages. We will only refund shipping charges if we sent the wrong item or the item sent was defective. The return/exchange value is determined by the amount listed on the invoice, or the last retail price of the item.

Please note: We do not accept returns on products that were not purchased via our company website (torhans.com). 

Defective items are always covered under our Product Guarantee.

SHIPPING POLICY

Shipping is available to all 50 United States, APO/FPO/DPO addresses, U.S. territories (Guam, Puerto Rico, U.S. Virgin Islands), rural routes and P.O. Box addresses. Please see below for International Shipping details.

SHIPPING COSTS

Your shipping options and costs will vary based on your delivery address and package weight. Your actual shipping charges will be reflected at checkout. Shipping fees are non-refundable. Standard and Priority Shipping are delivered by the local post office. FedEx Home Delivery delivers to homes Tuesday-Saturday. FedEx Ground delivers to businesses Monday-Friday.  Orders for 2-Day and Next Day Air that are placed after 12:00pm PST will ship the next business day.

SHIPPING AND DELIVERY TIMES

Orders placed Monday thru Thursday are shipped within 2-3 business days, excluding holidays. Orders placed on a Friday will be shipped on the next business day. Please take weekends and holidays into account when considering the shipping date.  For example, if you place an order on Friday at 11:00am PST, your package will not ship until after the weekend.  We are not responsible for delays caused by shipping carriers.  

ORDER STATUS/TRACKING

You will receive an email confirmation with your tracking number and link to track your order once your order has been shipped.

INTERNATIONAL SHIPPING

International shipping is calculated during checkout and is based on a number of factors including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country.

DUTIES AND TAXES

Duties and taxes are not included in the final checkout price. These additional fees are set by the destination country customs authorities and are based on the following:

  1. The country of origin (manufacturing) of the goods being purchased.
  2. The classification of that merchandise in accordance with a harmonized system  adopted and used by the countries that your selected carrier supports.
  3. International taxes (such as Value Added Tax, or VAT) are set by the destination country.