How to Get a Torch Refund

• Order Confirmation Email - Keep the confirmation email received after your purchase for reference.
• Transaction ID - Locate the transaction ID from your order summary, which is essential for processing your refund.
• Account Details - Have your registered email address or account username ready to verify your identity.
• Reason for Refund - Prepare a clear explanation for the refund request to streamline the process.
• Product Condition - Ensure the product is in its original condition for eligibility, especially for physical items.
• Customer Support Ticket - If applicable, reference any prior communication or support tickets related to your order.
• Payment Method Information - Have details of the payment method used, as refunds are typically processed back to the original method.
• Shipping Information - If the product was shipped, keep records of any tracking numbers and return shipping information.

*Working days are Monday to Friday, and don't include public holidays.

At Torch, we strive to provide our users with quality products and an excellent experience. Understanding your rights and eligibility for refunds is crucial in managing your account effectively. Refund eligibility typically depends on the nature of our products and the subscription services offered.

Users may qualify for a refund under the following circumstances:

• Product Quality Issues: If a product received is defective or does not meet quality standards, users may be eligible for a full refund upon return of the item.
• Order Mistakes: In cases where an incorrect item is shipped due to inventory mismanagement, users might qualify for a refund upon the resolution of the order discrepancy.
• Subscription Cancellations: Users who cancel their subscription before the next billing cycle may be eligible for a partial refund, depending on the timing of the cancellation relative to the next billing date.
• Service Disruptions: Should there be an unexpected disruption to our services that affects your access, users might be eligible for credit towards future billing cycles.
• Shipping Problems: If an order is significantly delayed or lost during transit, users may qualify for a refund or credit based on the specifics of the delivery situation.

These guidelines are in place to ensure that user experiences are handled fairly and consistently, while also maintaining the standards of service at Torch.

At Torch, we understand that sometimes users need to manage their accounts and subscriptions more closely. Here are some realistic scenarios where users successfully claimed refunds, reflecting common interactions with our services.

• Subscription Change: After realizing that their needs had changed, a user contacted Torch to downgrade their subscription plan. Upon successfully completing the downgrade, they noticed a billing error and reached out for clarification. Torch promptly issued a refund for the overcharged amount during the transition.
• Shipping Delay: A customer ordered a select hemp product and was informed that their shipment would be delayed due to unforeseen circumstances. Understanding the situation, the user opted to cancel the order. Torch processed the cancellation request swiftly and refunded the full purchase amount.
• Product Quality Issue: A user received a hemp tincture that did not meet their quality expectations. They used the feedback option on the Torch website to explain their concerns. After reviewing their case, Torch offered a full refund and encouraged the user to select a different product that might better suit their preferences.
• Account Management Inquiry: A user logged into their account and noticed discrepancies in their billing history. They contacted customer support to ask about the charges during the last billing cycle. After reviewing the account details, Torch confirmed a minor error and promptly issued a refund for the excess charge.

Tracking your refund status with Torch is straightforward and efficient. By utilizing the methods Torch provides for updates, you can stay informed about your refund process. Here's how to easily track your refund status:

• Email Notifications: Keep an eye on your email inbox for updates from Torch. You will receive notifications regarding the status of your refund, including confirmation when the refund has been initiated and processed.
• In-App Notifications: If you have the Torch mobile app, ensure you turn on notifications. Updates on your refund status will appear as alerts within the app, making it easy to stay informed on the go.
• Account Dashboard: Log in to your Torch account and navigate to your account dashboard. Under the Order History section, select the relevant order to view detailed information about your refund status.
• Billing Section: Within your account settings, visit the Billing section. Here you can find any pending refunds along with expected processing times.
• Refund Progress Details: When checking your refund status, Torch provides specific information, including the amount refunded, the date initiated, and the method of refund (e.g., original payment method or store credit).
• Customer Support: If you have any questions or need further assistance, don’t hesitate to reach out to Torch’s customer support team via the support section in your account or during business hours through the live chat feature.