Refund policy

Returns & Cancellation Policy – Torso Australia

Product Nature

Our products are intimate personal items and are often custom-made based on your selected specifications.
For hygiene and safety reasons, we ensure that all items are brand new and have never been used.

Cancellation Policy

Please review your order carefully before submitting.

Production typically begins within 8 hours of placing your order. Once production has started, materials, labour, and logistics costs are incurred.

As each product is custom-made, cancellations due to change of mind are generally not accepted once production has commenced.

If you need to cancel or make changes, please contact us as soon as possible after placing your order. We will do our best to assist, but we may not be able to cancel or modify the order once production has started.

Order Modifications

In some cases, changes can be made before production begins, such as:

  • Adjusting hairstyle
  • Adding accessories or upgrades

Once production has started, modifications may not be possible. Please contact us immediately if you need assistance.

Returns & Inspection

Inspect Upon Delivery

Please inspect your item carefully upon delivery before use.

If the product is damaged due to improper handling after delivery, it may not be eligible for return or replacement.

Reporting Issues

If you notice any issues, please contact us as soon as possible (preferably within 48 hours of delivery) and provide:

  • Clear photos and/or videos
  • Description of the issue

This helps us assess the situation and provide the best solution quickly.

Returns Policy

Due to the personal and hygienic nature of our products, we do not accept returns for change of mind.

However, this does not apply to items that:

  • Are faulty
  • Are significantly different from what was described
  • Arrive damaged

In these cases, we will work with you to provide an appropriate resolution.

Warranty & Solutions

Depending on the situation, we may offer:

  • Replacement
  • Repair kits (for minor issues)
  • Partial or full refund

Incorrect Items

If your item is significantly different from what was ordered or shown, please provide an unboxing video including:

  • Full product view
  • Head and body
  • Packaging and shipping label

We will investigate and arrange a suitable resolution.

Damaged Items

If your item arrives damaged:

  1. Please contact us immediately
  2. File a claim with the shipping carrier if required

We will assess the damage and provide either:

  • Replacement
  • Repair solution
  • Compensation (depending on severity)

Important Notes

  • Do not return any item without contacting us first.
  • The return address on the package is not valid for returns
  • Any approved return must be in new and unused condition

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.