Refund & Return Policy

Returns & Refund Contact Information

If you have any questions, please contact our Customer Service team: Email: support@undertorrent.com

Order Cancellation

  • Before Shipment: You may request a full refund by cancelling your order before the product has been shipped or produced.
  • After Shipment: Once the order has been dispatched, it cannot be cancelled. You must follow the return process below upon receiving the package.

Returns Eligibility (30-Day Guarantee)

To qualify for a return and refund, the following conditions must be met:

  • Timeframe: Return requests must be initiated within 30 days of the delivery date (as shown by the carrier's tracking info).
  • Condition: Items must be in their original, unused condition (unworn, unwashed, and unaltered) and suitable for resale.
  • Packaging: Must include original packaging, tags, and all included accessories.
  • Proof of Purchase: A receipt or valid order number from UnderTorrent.com is required.

Return Shipping Fee Responsibility

Reason for Return Shipping Fee Paid By Restocking Fee
Defective / Damaged / Wrong Item Under Torrent $0.00 (No fee)
Customer Remorse (Change of mind, etc.) Customer $0.00 (No fee)

Non-Returnable Items

We cannot accept returns for:

  • Damage caused by unauthorized disassembly, repair, or intentional man-made damage.
  • Items purchased from third-party retailers or unauthorized platforms.

How to Initiate a Return

  1. Contact Us: Email support@undertorrent.com with your order number and photos/videos of the issue (if applicable).
  2. Get Approval: Once approved, our team will provide the return instructions. For quality issues, we will provide a prepaid shipping label.
  3. Pack & Ship: Securely pack the item and include the order slip.
  4. Tracking: You must provide us with the return tracking number. Without a valid tracking number, we may not be able to process your refund.

 ⚠️ IMPORTANT: DO NOT return items to the address on the original shipping label. That is a logistics hub and cannot process returns. All returns must be sent to our designated warehouse in Shenzhen, China.

Refunds Process

  • Inspection: Once your return is received and inspected (usually within 3 business days), we will email you a notification of approval or rejection.
  • Credit: Approved refunds will be applied to your original payment method within 1–5 business days, depending on your bank or card issuer's policies.

Late or Missing Refunds

If you haven't received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card company (it may take some time before the refund is officially posted).
  3. Contact your bank regarding their processing times. If you’ve done all of this and still have not received your refund, please contact us at support@undertorrent.com.

Exchange Policy

We currently do not offer direct exchanges. To get a different item, please return the original item for a refund and place a new order on our website.