Cancellations & Refunds

Before quote approval

A request is a free inquiry. You can cancel it or decline the quote before approval. No item has been purchased at this stage, and submitting the request itself creates no charge.

After approval, before purchase

We start the purchase process after your Stripe payment is confirmed. If you ask us to stop before the purchase is made, we will try to do so where practical.

If a payment reversal, exchange cost, or third-party cost has actually been incurred, we will explain it and the amount that can be returned. The result depends on the specific transaction; we do not create or deduct a fee that did not occur.

After purchase

Once an item has been purchased, cancellation or return depends on the original seller's rules. Marketplace, auction, limited, made-to-order, and pre-owned items may be final sale.

Torii Parcel cannot guarantee that a seller will approve a return. Domestic shipping, return shipping, payment costs, and completed service work may be unrecoverable. If a seller issues a refund, we process the customer refund after that seller refund has been confirmed and after explaining any actual unrecoverable costs.

After international shipment

A parcel usually cannot be canceled after it has been handed to the international carrier. Address changes, interception, or return depend on the carrier and may involve additional charges.

A customs refusal, delivery refusal, incomplete address, or unclaimed parcel can create return, storage, redelivery, or disposal costs.

Wrong, damaged, or missing item

If there is a problem on arrival, keep the item, packaging, shipping label, and clear photos, and contact us promptly. These materials may be needed for a seller or carrier claim.

We may be able to help communicate with the seller or carrier. Available compensation depends on the selected shipping service, seller policy, carrier process, and any applicable coverage. A full refund cannot be promised in every case.