All of our products are custom and made to order. As a result, we offer a limited return and refund policy.

All non-wholesale, retail orders are are eligible for a 5-day return policy, which means you have 5 days (starting from the first day your order was delivered) to request a return.

1. RETURN ELIGIBILITY.

• Contact us within 5 days of receiving the order and let us know the reason for the return.
• To be eligible for a return, your item must be in the same condition that you received it. For items damaged in transit, see Section 4 below.

2. RETURN PROCESS.

• To start a return, you can contact us at sales@torchedpeaks.com
• If your order is eligible for a return, we’ll send you instructions on how and where to send your package.
• You are responsible for shipping the item back to us with sufficient packaging materials to not incur any damage during transit.
• Items sent back to us without first receiving a Return Authorization will not be accepted.
• Once we receive and inspect your return, we will promptly let you know the status of your refund within five (5) business days. If approved, you’ll automatically be refunded on your original payment method within three (5) business days.
• A 15% return and restocking fee will be assessed to all returns.
  
  If you have any questions, please feel free to reach out to us. We are here to help: sales@torchedpeaks.com

3. CANCELLATION POLICY.

Due to the custom nature of our products, we offer a limited, 24 hour cancellation policy. This means you have 24 hours from the time of your order to cancel your order for a full refund.

• Contact us via email within 24 hours of placing your order to receive a full refund.

4. DAMAGED ITEMS / SHIPPING ISSUES.

On rare occasions, an order may be damaged during transit. If your order arrives damaged, our team will promptly work with you to issue a repair or replacement.

• Please promptly inspect your order immediately upon receiving.
• If your item(s) were damaged during transit, please Contact us within 48 hours.
• Please include images of the damaged item(s) as well as photos of the packaging and shipping label.
• Our team will inspect the damage and contact you regarding next steps to repair or replace the item(s).
• All items damaged during transit are eligible for either an expedited repair or an expedited replacement. Due to the custom, made-to-order nature of our products, items damaged during transit are not eligible for a refund.

5. EXCEPTIONS / NON-RETURNABLE ITEMS.

• All personalized items are non-refundable.
• All wholesale account orders are non-returnable and non-refundable.
• All Gift Cards and items on sale are not eligible for returns or exchanges.
• You may email us to inquire about exceptions to this policy. 
  

6. EXCHANGES.

• The fastest way to process an exchange is to follow the return process noted above.
• Once the return is accepted, you can make a separate purchase for the new item.

7. WHOLESALE ACCOUNT REFUND POLICY.

• All wholesale account orders are non-returnable and non-refundable.
• Wholesale account orders are eligible for item repair and/or replacement in the event that items are damaged in transit.