Refund Policy

At Touchland, we want you to be completely satisfied with your purchase. This Refund Policy outlines the terms and conditions for returning products, processing refunds, and resolving issues related to your order. If you have any questions, please contact our customer support team for assistance.

1. Eligibility for Returns

You may return any unused, unopened, and undamaged products within 60 days of receiving your order for a full refund. To be eligible for a refund:
  • Products must be in their original packaging, with all tags, labels, and accessories intact.
  • Products must not show signs of use, wear, or damage (unless the damage occurred during shipping).
  • Return requests must be initiated within 60 days of delivery (please retain your delivery confirmation for reference).

2. How to Initiate a Return

  1. Contact Customer Support: Send an email to support@touchlandstore.com with your order number, product details, and reason for return. Our team will respond within 2 business days with a return authorization (RA) number and detailed return instructions.
  2. Package Your Return: Securely pack the eligible products with the original packaging (if available) and include a copy of your order confirmation or RA number. Please ensure the package is properly sealed to prevent damage during transit.
  3. Ship Your Return: Follow the return instructions provided by our team. You are responsible for the cost of return shipping, unless the product is defective or damaged (in which case we will cover the return shipping fee—please provide photos of the damage for verification).

3. Refund Processing

Once we receive and inspect your returned package (typically within 3-5 business days of delivery to our warehouse), we will process your refund if the products meet the eligibility criteria. Here’s what you can expect:
  • Refunds are processed within 5-10 business days of our approval.
  • Refunds will be issued in USD (the same currency as your original payment) to your original payment method (credit card, PayPal, etc.).
  • The refund amount will be equal to the total amount you paid for the returned products, excluding any non-refundable fees (if applicable). Free shipping benefits from your original order will not be deducted from the refund.
  • You will receive a refund confirmation email once the transaction is completed. Please note that bank processing times may vary—allow 3-7 additional business days for the funds to appear in your account.

4. Exceptions & Exclusions

The following items are not eligible for returns or refunds:
  • Products that have been opened, used, or damaged by the customer.
  • Products that are personalized, customized, or made-to-order (unless defective).
  • Gift cards (digital or physical) are non-refundable and non-transferable.

5. Defective or Damaged Products

If you receive a defective, damaged, or incorrect product, please contact us within 7 days of delivery. Provide your order number, photos of the product (and packaging, if damaged), and a detailed description of the issue. We will arrange for a free return and either send a replacement or process a full refund (including original shipping costs) at your discretion.

6. Contact Us

For any questions or concerns about returns, refunds, or order issues, please visit touchlandstore.com or email our customer support team at support@touchlandstore.com. We are committed to resolving your inquiry promptly and fairly.