Refund & Return Policy

Returns & Refund Contact Information

If you have any questions, please contact the Under Torrent Customer Service Center  Email: support@undertorrent.com

 

Order Cancellation

We accept order cancellation requests before the product has been shipped or produced.

  • Successful Cancellation: If the order is cancelled, you will receive a full refund.
  • Cancellation Restriction: We cannot cancel the order if the product has already shipped out. You may, however, return the package upon receipt following our Returns Policy.

 

Returns Eligibility (30-Day Money-Back Guarantee)

Under Torrent offers a 30-day money-back guarantee for all orders placed on our official website.

  • Time Frame: Customers have the right to apply for a return within 30 days after the receipt of the product.
  • Applicability: This policy is only applicable to products purchased on UnderTorrent.com.

 

General Return Requirements

To be eligible for a return, your item must be:

  1. Be in the same condition as when you received it and does not affect secondary sales.
  2. Be returned with the original packaging and all accessories.
  3. Be accompanied by a receipt or other valid proof of purchase.

 

Restrictions on Non-Quality Returns

The returned goods must be in their original condition at the time of purchase and meet the conditions for secondary sales. Specifically:

  • Product Condition: The product must be in good condition—no scratches, no wear (damage), no bumps, no signs of use or disassembly on the surface; the product must maintain its original quality and function.
  • Packaging: The outer packaging of the product must be complete.
  • Accessories: If the product came with accessories, all relevant accessories must be complete.

If the returned goods do not meet the above requirements, we reserve the right to refuse the return application, and the customer will bear the relevant freight cost.

 

Return Shipping Fee Responsibility

Reason for Return Shipping Fee Paid By Additional Charges
Product Quality Issue Under Torrent No restocking fee will be charged.
Non-Quality Issue (e.g., customer’s personal reason) Customer No restocking fee will be charged.

 

Defective Product Returns

If you believe the product is defective, you may choose to return it:

  1. Non-Man-Made Quality Issues (Within 14 Days): If a quality problem is not man-made and occurs within 14 days from the date of receipt, you may contact customer service to return it. Returns for quality problems beyond 14 days will not be accepted.
  2. Electronic Component Quality Issues (Within 30 Days): For products containing electronic components (motors, batteries, etc.), if non-man-made quality problems (like operating failures, inability to charge, or serious physical defects) occur within 30 days from the date of receipt, please contact customer service for a return.
  • Note: In these cases (Defective Product Returns), Under Torrent will bear the return shipping cost.

 

Non-Returnable Circumstances

We cannot accept returns for the following:

  • Damage caused by disassembly, repair, or other man-made damage by consumers.
  • Used personal items.
  • Product damage caused by improper use.
  • Purchases from other retailers (contact the retailer directly).

 

How to Initiate a Return

  1. Contact Us First: Always Contact Us at support@undertorrent.com prior to returning the items to obtain a Product Return Form and the related returns address.
  2. Shipping Label: A prepaid USPS return shipping label will be emailed to you upon approval.
  3. Shipment: Refer to the email received for instructions on how to ship the returned products.
  4. Proof of Postage: Please remember to obtain & keep the proof of postage receipt and your tracking number.
  5. Caution: DO NOT return your package to any address indicated on the shipping label of the package you received. We are not responsible if packages are returned to the wrong address.

 

Refunds

  • Processing: Once your return is received and inspected, we will email you a notification. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 3 days.
  • Payment Method Issue: If we are unable to issue a credit to your original payment method, we will issue the credit through PayPal.
  • Initial Shipping: Initial shipping charges will not be refunded.

 

Situations Where No Refund Will Be Issued

No refund will be issued if the item is lost in transit or returned due to customer's personal reasons, including:

  • Wrong address/no consignee.
  • Invalid contact information/no answer to delivery calls & emails.
  • Customer refuses to accept package/pay tax fee/complete customs clearance.
  • Didn't collect package by the deadline.

 

Special Notes on Refunds

  1. The customer is responsible for any and all customs charges, duties, or tariffs during the item's return to our warehouse. In these cases, we will deduct the customs fees from your authorized refund amount.
  2. We cannot accept liability for returned goods lost in transit.

 

Late or Missing Refunds

If you haven’t received a refund yet, please follow these steps:

  1. First check your bank account again.
  2. Then contact your credit card company; it may take some time before your refund is officially posted.
  3. Next contact your bank. There is often some processing time before a refund is posted.
  4. If you’ve done all of this and you still have not received your refund, please contact us at support@undertorrent.com.

 

Exchange Policy

Under Torrent currently does not support exchanges, only returns. If you require a different item, please follow the return process and place a new order.