Refund Policy

General Refund Terms

At Touchlandmart, we strive to ensure every customer is fully satisfied with their sensorial essentials. This Refund Policy outlines the guidelines for returning products, processing refunds, and resolving related issues for all orders placed on touchlandmart.com. By initiating a return or refund request, you acknowledge and agree to the terms detailed below. We reserve the right to update or modify this policy at any time, with changes posted on this page—your continued use of our services constitutes acceptance of revised terms.

Eligibility for Returns & Refunds

We offer a 60-day return window for all products, starting from the date you receive your order. To be eligible for a refund, products must meet the following criteria:
  • Be in their original, unused condition with no signs of wear, damage, or tampering. For sensorial products (hand mists, body & hair fragrances), the original seal must remain intact—opened or partially used products will not be accepted unless deemed defective.
  • Be returned with all original packaging, including boxes, labels, and any accompanying accessories or documentation.
  • Be accompanied by a valid proof of purchase, such as the order confirmation email, receipt, or order number.
Defective, damaged, or incorrectly shipped products are exempt from the "unused" condition requirement but must be reported and returned within the 60-day window. We reserve the right to inspect returned items to verify eligibility and determine the appropriate resolution.

Return Process

To initiate a return and request a refund, follow these steps:
  1. Submit a Return Request: Contact our customer support team via email at press@touchlandmart.com within 60 days of delivery. Include your order number, a detailed description of the reason for return (e.g., defective product, dissatisfaction), and photos of the product, packaging, and any damage (if applicable). This helps us process your request efficiently.
  2. Receive Return Authorization: Our team will review your request within 24-48 business hours. If approved, you will receive a Return Authorization (RA) number and detailed instructions, including the return address and packaging guidelines. Returns without a valid RA number will not be processed.
  3. Package & Ship the Return: Securely package the product in accordance with our guidelines to prevent damage during transit. Clearly mark the RA number on the outer packaging. For international returns, we may provide a pre-paid shipping label at our discretion; otherwise, the return shipping cost is the responsibility of the customer, unless the return is due to our error (e.g., defective or incorrect item).
  4. Track Your Return: Retain the shipping tracking number for your return package to monitor its progress. We are not liable for lost or delayed return shipments—we recommend using a trackable shipping method.

Refund Processing & Timelines

Once your returned item is received, inspected, and approved for a refund, we will initiate the refund process within 1-3 business days. Refunds are issued in the original form of payment and denominated in USD (United States Dollars), consistent with our transaction currency policy.
The time it takes for the refund to reflect in your account depends on your payment provider and financial institution, typically ranging from 5-10 business days. We do not control these processing times and cannot expedite them, but we will provide a refund confirmation email once the transaction is initiated.
For orders with free shipping, the original shipping cost (if any) is non-refundable unless the return is due to our error (e.g., defective product, wrong item shipped). No restocking fees are charged for eligible returns.

Special Cases & Exceptions

  • Defective or Damaged Products: If your product is defective or damaged upon arrival, we will cover all return shipping costs (including international) and issue a full refund, replacement, or store credit at your discretion. We may require additional photos or information to verify the defect.
  • Incorrectly Shipped Items: If you receive the wrong product, contact us immediately with photos of the item and packaging. We will arrange for the correct item to be shipped to you for free, and cover the cost of returning the incorrect item.
  • Non-Returnable Items: For hygiene and safety reasons, any personalized or custom products are non-returnable unless defective. Opened or used sensorial products (beyond inspection for defects) are also non-returnable.
  • International Returns: International customers are responsible for customs duties, taxes, or fees associated with returning products—these charges are non-refundable. We recommend checking local customs regulations before initiating an international return.

Partial Refunds & Alternatives

In some cases, we may offer a partial refund as an alternative to a full return, such as for items with minor damage that do not affect functionality, or for customers who wish to keep the product while receiving compensation for issues. Partial refunds are issued at our discretion and require mutual agreement with the customer.
We may also offer store credit as an alternative to a monetary refund, which can be used for future purchases on touchlandmart.com with no expiration date.

Refund Disputes

If your return is rejected or your refund request is denied, we will notify you via email with a detailed explanation. If you disagree with the decision, you may submit additional evidence or information within 7 business days of the notification for reconsideration. Our team will review the dispute and provide a final decision within 24-48 business hours.

Contact Us

For questions, concerns, or assistance with returns and refunds, please contact our customer support team at press@touchlandmart.com. We aim to respond to all inquiries within 24-48 business hours and resolve issues promptly to ensure your satisfaction.