Refund policy

Pickup & Delivery

Toromi orders are pickup or local delivery (where available). If delivery is offered for your order, you will be able to select it at checkout and provide a delivery address and contact details.

Important: Delivery availability, fees, and timing depend on location and capacity.

All sales are final (no returns)

Because our products are perishable and made for food consumption, all sales are final. We do not accept returns, and we do not provide exchanges or store credit.

Refunds (exceptional scenarios only)

Refunds are not guaranteed and are only considered in exceptional circumstances, at our sole discretion, such as when:

  • we are unable to fulfill your order, or

  • there is a material issue that is confirmed at the time of pickup/delivery (see inspection requirements below).

Approved exceptions must be confirmed in writing and do not create any ongoing right to refunds.

Mandatory inspection at pickup / delivery (check before acceptance)

You (or the person receiving/picking up on your behalf) must inspect your order immediately upon receipt—at pickup before leaving or at delivery before acceptance (as feasible). This includes confirming:

  • Correct item(s) and quantity

  • Correct writing/message (if applicable)

  • Visible defects or damage (e.g., cracked cake, broken decorations, smashed packaging)

If there is any issue, you must notify us immediately at pickup/delivery. Once the order has been taken from the pickup location or accepted at delivery, it is considered accepted as-is, and no claims will be processed afterward (except where required by applicable law).

Quality and damage after pickup / delivery (customer responsibility)

After pickup/delivery, the condition of the product is affected by handling, transport, and storage. We are not responsible for damage that occurs after the order is handed off/received (e.g., tipping, heat exposure, extended time in a vehicle, improper refrigeration). Please ensure the item’s condition before leaving/accepting.

Delivery-specific notes

  • Customers are responsible for providing a complete and accurate delivery address, and for ensuring someone is available to receive the order.

  • Once delivered/handed off, responsibility transfers to the customer.

  • If a delivery cannot be completed due to incorrect information, lack of access, or unavailability to receive, the order will be treated as a missed delivery (see below).

No-show / late pickup / missed delivery

Orders must be picked up or received at the scheduled time/date.

  • Uncollected pickups are not refundable.

  • If you are running late, email us as soon as possible and we will try to accommodate, but availability and quality cannot be guaranteed.

  • Missed deliveries are not refundable. If no one is available to receive the order, we may be unable to leave it (or may leave it only where appropriate), and product quality/safety cannot be guaranteed.

Cancellations and changes

Once an order is placed, it cannot be cancelled or changed, and no refunds will be provided. (If we approve an exception in writing, it is at our sole discretion and still does not create any right to refunds/returns.)

Allergens and dietary notes

Our kitchen may handle common allergens (including milk, eggs, wheat/gluten, soy, peanuts, and tree nuts). We cannot guarantee an allergen-free environment. Customers are responsible for confirming ingredients and allergy needs before ordering.

Contact

For pickup/delivery questions (or to flag an issue at pickup/delivery):
toromi.official@gmail.com

Statutory rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws.