1. Return Period

Customers may request a return within:

Please contact our support team as soon as you decide to request a return, and include your order information so we can review the request.

Requests submitted outside this period may not be eligible, except where applicable law provides otherwise.

2. Return Eligibility

For a preference-based return, products should generally meet the following conditions:

• The item has not been used beyond normal inspection.
• The item remains in its original condition.
• Original packaging and protective materials are included when available.
• Any components or accessories supplied with the item are included.
• The item has not been damaged through improper handling after delivery.

Ceramic cups, plates, bowls, and serving pieces should be handled carefully while you inspect them. Keeping protective packaging can help prepare an approved return for safe transportation.

Items that arrived damaged, defective, incorrect, or significantly different from their description are reviewed under the product-concern process below.

3. How to Request a Return

To begin a return request, email service@torqenva.com .

Please provide:

• Your order number.
• The name and email address used for the order.
• The product or products you wish to return.
• The reason for your request.
• Photographs or additional information, if relevant.

Our team will review your request and provide return instructions when applicable, including the return destination and packaging guidance.

4. Return Review Process

After receiving your request, our customer support team will review the information provided.

The review may include checking:

• Order details and delivery information.
• Product condition.
• Return eligibility.
• Supporting photographs or other information.

Once your request has been reviewed, we will provide the next appropriate steps. If additional information is needed, our team will explain what is required.

5. Return Shipping Information

For preference-based returns, customers may be responsible for applicable return shipping costs and arrangements. Our team will explain the arrangements relevant to your request before you send the item.

For concerns involving the following, we will review the situation and provide an appropriate solution:

• Items that arrived damaged or defective.
• Incorrect products received.
• Products significantly different from their description.

Ceramic pieces should be securely protected for return transportation. Where available, use the original protective materials and follow the packaging instructions provided by our support team.

Our goal is to handle product concerns fairly and provide reasonable support based on each individual case.

6. Damaged or Incorrect Items

Please inspect your ceramic pieces after delivery. If an item arrives chipped, cracked, broken, defective, incorrect, or incomplete, contact us as soon as possible.

Please include:

• Your order number.
• A description of the issue.
• Photographs of the affected product, where possible.
• Photographs of the packaging and shipping label when relevant.

Where possible, retain the packaging while we review your request. Our team will assess the information and work with you on an appropriate resolution.

7. Refund Processing

Once an approved return has been received and reviewed, eligible refunds will be processed.

This timeframe begins after the returned item has been received, reviewed, and approved for a refund.

The time required for the refund to appear in your account may also depend on your payment provider or financial institution.

If you have a question about an approved refund, please contact us with your order number so our team can review its status.

8. Non-Eligible Situations

Preference-based returns may not be accepted in situations including:

• Products used beyond normal inspection.
• Items returned without prior return guidance.
• Products damaged through improper use or handling.
• Items missing necessary original components.

If you are unsure whether your item is eligible, please contact our support team before arranging a return so we can review your circumstances.

These conditions do not limit rights or remedies available under applicable law for damaged, defective, or incorrectly supplied goods.

9. Customer Support Information

For return requests, refund questions, or assistance with the condition of your ceramic tableware, please contact:

Brand Name

Torqenva™

Operating Company

Xuzhou Wubuxiang Technology Co., Ltd.

Legal Representative

Fang Zhenlong

Business Address

Room 392, Office Building, No. 4 Xianghe West Road, Huancheng Subdistrict, Gulou District, Xuzhou City, Jiangsu Province

Unified Social Credit Code

91320302MAKAU3L32G

Official Website

torqenva.com

Customer Service Hours

8:00 AM–10:00 PM