Refund Policy

At Touchland US Shop, we strive to ensure your complete satisfaction with every sensorial essential you purchase—from our award-winning Hand Mists to our mood-boosting Body & Hair Fragrances. This Refund Policy outlines the terms, procedures, and guidelines for requesting refunds and returns, so you can shop with confidence. For any questions or assistance, please contact our team at press@touchlandushop.com or visit our website (touchlandushop.com).

1. Eligibility for Refunds

To qualify for a refund, your return must meet the following criteria. Please review these requirements carefully before initiating a request:
  • Timeframe: The return request must be initiated within 60 days from the date of delivery. Returns received after this period will not be processed for a refund.
  • Product Condition: The item(s) must be in unused, unopened, and original condition. This includes retaining all original packaging, tags, and accessories (if applicable). Products that have been opened, used, or damaged due to improper use are not eligible for a refund.
  • Proof of Purchase: You must provide valid proof of purchase, such as an order confirmation email, receipt, or order number. We cannot process refund requests without verifying your purchase.
  • Exceptions: Customized products (if applicable) and gift cards are non-refundable. Additionally, items marked as "final sale" (if any) are excluded from this refund policy.

2. Refund Request & Return Process

Follow these step-by-step instructions to initiate a refund and return your item(s) efficiently:
  1. Submit a Refund Request: Contact our customer support team at press@touchlandushop.com with your order number, the name of the item(s) you wish to return, and a brief explanation of the reason for the refund. Our team will review your request within 24-48 business hours and issue a Return Authorization (RA) number if your request is approved.
  2. Prepare the Return Package: Securely package the eligible item(s) in their original packaging or a protective container to prevent damage during transit. Clearly write the RA number on the outside of the package—packages without a valid RA number may be rejected.
  3. Ship the Return: Ship the package to the address provided by our support team. We strongly recommend using a trackable shipping service and retaining the tracking number for your records. Touchland US Shop is not responsible for lost, stolen, or damaged return shipments.

3. Refund Processing Details

Once we receive and inspect your returned item(s), we will process your refund promptly. Here’s what you need to know about the processing timeline and terms:
  • Inspection Period: Our team will inspect the returned item(s) within 3-5 business days of receipt to verify they meet the eligibility criteria. We will notify you via email once the inspection is complete—confirming either refund approval or explaining why the refund cannot be processed.
  • Refund Timeline: Approved refunds will be processed within 5-10 business days after the inspection is finalized. Refunds are issued exclusively in United States Dollars (USD) to the original payment method used for the purchase (e.g., credit card, debit card, PayPal).
  • Refund Amount: The refund will equal the total purchase price of the returned item(s), excluding any customs duties, taxes, or import fees incurred for international orders (these are non-refundable). Since we offer free standard shipping on all orders, no shipping costs will be deducted from your refund.
  • Refund Notification: You will receive an email confirmation once the refund has been processed. Please note that the time it takes for the refund to appear in your account varies by payment provider—typically 3-7 business days for credit cards and up to 10 business days for PayPal.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect (e.g., wrong scent, wrong product), please contact our support team immediately—preferably within 7 days of delivery. Include your order number and clear photos of the item, its packaging, and the issue (e.g., broken bottle, leaking formula, incorrect label). We will resolve the issue promptly by offering one of the following solutions, at your discretion:
  • A full refund to your original payment method;
  • A free replacement of the item;
  • An exchange for another product of equal value.
We will provide a prepaid return label for the faulty item and cover all shipping costs associated with the return and delivery of replacements or exchanged products.

5. Exchange Policy

If you wish to exchange an eligible item for a different scent, size, or product, follow the refund request process outlined above and specify your exchange preference in your email to our support team. Once your returned item is inspected and approved, we will process the exchange and ship the new item to you free of charge. Exchanges are subject to product availability—if the requested item is out of stock, we will offer a refund or notify you of restock timelines.

6. Frequently Asked Questions (FAQs)

Q: Can I return a used item?

A: No. For hygiene and quality reasons, we cannot accept returns of used or opened items unless they are damaged, defective, or incorrect.

Q: How long will it take for my refund to show up?

A: We process approved refunds within 5-10 business days. Depending on your payment provider, the refund may take an additional 3-10 business days to appear in your account.

Q: Do I need to pay for return shipping?

A: For eligible returns (unused, unopened items within 60 days), you are responsible for return shipping costs. For damaged, defective, or incorrect items, we cover all return and replacement shipping costs.

7. Contact Us

For any questions, concerns, or assistance with refund requests, please reach out to our customer support team at press@touchlandushop.com. Our team is dedicated to resolving your issues promptly and ensuring a positive shopping experience.
This Refund Policy is subject to occasional updates to reflect improvements in our services. We recommend reviewing this policy before initiating a return or making a purchase. Your use of our services and purchase of our products constitutes acceptance of this policy.