Return Policy (E-commerce)

Tor Titan Smart Meters

1. Overview

At Tor.ai, we are committed to delivering high-quality industrial IoT products. Every Tor Titan Smart Meter undergoes strict quality testing before dispatch.

Since these are industrial-grade electrical devices, returns, replacements, and refunds are accepted only under the conditions outlined below.

2. Return eligibility

Customers may request a return if:

  • The product is defective or non-functional upon delivery.
  • The product arrives physically damaged during transit.
  • The incorrect product or model was delivered.
  • The issue is reported within 14 days (working) of delivery.

To qualify for a return:

  • Product must be in its original condition.
  • Original packaging must be available.
  • All accessories, manuals, labels, and documentation must be included.
  • Product must not have been modified, tampered with, or damaged due to improper handling.
  • Returns requested after the return window may not be accepted.

3. Return window

Return requests must be submitted within 14 days (working) from the date of delivery.

Requests received after this period are not eligible unless covered under the product warranty.

4. How to request a return

To initiate a return:

  1. Contact Tor.ai Support within the return window.
  2. Share:
    • Order ID
    • Product Serial Number
    • Description of the issue
    • Photos or videos showing the defect or damage

Our technical team will review the request within 24–48 business hours.

If approved, return instructions will be shared.

5. Return shipping

If the return is approved because:

  • Product is defective.
  • Product is damaged during delivery.
  • Wrong product was delivered.

Tor.ai will bear the return shipping cost.

For any other approved return requests (where applicable), shipping or logistics charges may be deducted.

6. Inspection process

All returned products undergo technical inspection after receipt.

Return approval depends on inspection confirming:

  • Manufacturing defect.
  • Transit damage.
  • Wrong product supplied.

Products showing signs of:

  • Misuse.
  • Electrical damage.
  • Improper installation.
  • Unauthorized modifications.

will not qualify for return or replacement.

7. Replacement policy

Approved return requests will generally be resolved through replacement.

Replacement is initiated after:

  • Technical inspection.
  • Approval by Tor.ai Quality Team.

Replacement processing time:

  • 7–10 business days after approval.

8. Refund policy

Refunds are issued only when:

  • Replacement is not possible due to stock unavailability.
  • Order cancellation is approved before shipment.
  • Tor.ai determines that replacement cannot reasonably resolve the issue.

Approved refunds will:

  • Be processed within 7–10 business days.
  • Be credited to the original payment method used during purchase.

9. Non-returnable situations

Returns will not be accepted for:

  • Change of mind.
  • Incorrect product ordered by customer.
  • Product already installed or commissioned.
  • Product used beyond inspection purposes.
  • Damage caused by incorrect installation.
  • Electrical surge or external power issues.
  • Improper handling.
  • Unauthorized repairs or modifications.
  • Normal cosmetic variations that do not affect functionality.

10. Cancellation policy

Before dispatch

Orders may be cancelled without any cancellation charges.

After dispatch

Orders that have already been dispatched may not be cancelled.

If cancellation is exceptionally approved after dispatch, shipping and logistics charges may be deducted.

11. Installation & commissioning

Tor Titan Smart Meters are designed for industrial installations.

Once the product has been:

  • Installed.
  • Commissioned.
  • Integrated into an electrical system.

The product is no longer eligible for return.

Any issues arising after installation will be handled under the applicable Warranty Policy.

12. Warranty coverage

All Tor Titan Smart Meters are covered by the standard manufacturer warranty as specified with the product.

Warranty covers:

  • Manufacturing defects.
  • Hardware failures under normal operating conditions.

Warranty does not cover:

  • Improper installation.
  • Misuse.
  • Electrical faults.
  • Physical damage.
  • Unauthorized modifications.

13. Support

For return, replacement, refund, or warranty requests, contact:

Tor.ai Customer Support

Please provide:

  • Order Number.
  • Product Serial Number.
  • Description of Issue.
  • Supporting Photos or Videos.

Response Time: 24–48 business hours.

14. Final decision

All return, replacement, and refund requests are subject to inspection and approval by Tor.ai.

Tor.ai reserves the right to approve or reject requests that do not meet this Return & Refund Policy.