Return Policy

We want you to be fully satisfied with your purchase. If for any reason you are not, you have the right to return your items within 30 days from the delivery date.

Return Conditions

To ensure a smooth return process, the following conditions must be met:

  • The item(s) must be in their original condition, unworn, and undamaged.

  • All original packaging, tags, and accessories should be included.

How to Request a Return

  1. Submit a Return Request:
    Start by filling out the return request at this link: returns.toucheprive.com
    On this page, you’ll need to enter your order number and email address to initiate the request.

We strive to respond to all return requests within one business day.

Please note, returns without an official request cannot be refunded as they won't be tracked under the stated conditions.

If you're having trouble accessing the return request page, please send us a screenshot of the issue. Do not return the items until you've heard from us.

  1. Return Approval:
    Once your return request is approved, you’ll receive an email confirmation along with the return instructions based on your location.


  1. Returning Your Item:
    After receiving the return instructions, send your item(s) to the specified return location.

For your convenience and to ensure smooth processing, we recommend obtaining a tracking number from the shipping company when returning the package. This will help us track the return in case of any issues.

 Upon receiving your returned item, you will receive a full refund of the goods' value, credited to the payment method used for the original purchase.

Refund Timeline

  • For credit card purchases, please note that the refund will be processed within 14 working days after we receive the returned item, subject to your bank’s processing policies.

 

Return and Exchange Conditions

We value your satisfaction and take great care in addressing any issues with your purchase. If you experience any problems with your product, whether due to production or service, we are committed to resolving them quickly.

To ensure a smooth return process, please follow the requirements below:

  • Condition of the Product: The item must be returned in the same condition as it was received—unused, undamaged, and with all original accessories.

  • Time Frame: Returns must be made within 30 days of receiving the product.

  • Refunds: Returns made without an official request cannot be refunded, as they cannot be tracked. Once we receive your returned item, we will issue a full refund to your original payment method.

  • Used or Damaged Products: Please note that we cannot accept returns for used or damaged products caused by the customer's misuse. Kindly ensure that items are in their original condition before initiating a return.

  • No Exchanges: We do not offer exchanges for any products, whether shipped or not. If you would like a different item after shipment, please return the original product and place a new order. If your order has not yet shipped, feel free to contact us for cancellation.

Other Conditions

  • Once we receive your returned product and it meets the return conditions, we will process your refund. The refund will appear in your account within 14 working days. Refunds to credit cards will be reflected as soon as your bank processes them, depending on their policy.

  • If you paid in installments, the refund will be divided and returned monthly based on your installment plan.

  • If you return multiple items and a discount was applied to your order, the discount amount will be deducted from your refund. For example, if you made a purchase using a "Buy 1 Get 1 Free" campaign and wish to return one item, the discount will be calculated based on the original price of the returned item, multiplied accordingly.

 

General Return Conditions


To process your return smoothly, please ensure that the product is returned in its original packaging. We cannot accept returns if the packaging is damaged or compromised in any way.
If the product you received is defective, we will cover the return shipping cost. Please use one of our contracted shipping companies for the return.

If the product is not defective, you will be responsible for the return shipping fees.

 

Important: Please make sure to take photos of both the package and the damaged product and send it together with other relevant information about the claim to care@toucheprive.com.  Please don’t forget to state your order number in the email as well.

If the package itself is damaged upon arrival, we recommend reporting the issue to the delivery firm immediately and sending us a photo of the damage report as well.


 

Order Cancellation Policy

Customers have the option to cancel orders for products they no longer wish to purchase or if an error was made when ordering. To cancel an order, please contact us at care@toucheprive.com as soon as possible.

Please be aware that there may be delays in responding to emails, particularly during busy periods. 

If your cancellation request is received after the product has been shipped, the order cannot be canceled.

If the product has not been shipped, the cancellation will be processed, and a refund will be issued using the same payment method as the original transaction.

For the quickest resolution, we recommend reaching out promptly if you need to cancel an order.


Need Assistance?

If you have any questions or encounter issues with your order or the return process, please feel free to reach out to our customer care team at care@toucheprive.com or via our whatsapp line. We’re happy to assist!