Refund & Return Policy

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Last Updated: December , 2025

 

At Touchiee, we prioritize product safety, hygiene, and fairness.
For this reason, we do not accept returns or exchanges once a product’s hygiene seal (the plastic film on the inner packaging) has been opened, except in cases where the item is defective upon arrival or the wrong product was shipped.

Please review our return and refund guidelines carefully before placing your order.

 

Eligible Reasons for Return / Refund

You may request a return or refund only if:

  • You received the wrong item, or

  • The product arrived defective or damaged, and the issue can be clearly demonstrated with required evidence.

 

What Counts as “Damaged or Defective Upon Arrival”

A product is considered damaged or defective upon arrival if:

  • Structural Breakage: Cracks, fractures, or broken components impacting safety or use.

  • Severe Deformation: Warping or distortion that affects functionality.

  • Functional Failure: Not charging, not powering on/off, or malfunctioning (for electronic items).

  • Packaging Compromised: Inner hygiene packaging (sealed plastic film) visibly torn or contaminated upon arrival.

Not eligible: Minor cosmetic marks on the outer cardboard box, light scuffs on the retail packaging, or aesthetic imperfections that do not impact function.

 

Important: Hygiene Seal Policy

For hygiene and safety reasons:

  • Once the plastic hygiene seal on the inner packaging is opened, the product is considered accepted and non-returnable.

  • The only exception is if you provide a continuous, unedited unboxing video (one take) showing:

    1. The unopened outer box

    2. The intact inner packaging

    3. The process of opening the hygiene seal

    4. The product immediately showing visible damage or defect

Without this complete video evidence, opened products cannot be returned or refunded.

 

How to Request a Refund or Return

Please email us at touchiee@protonmail.com within 7 days of delivery.

Your email must include:

  1. Order Number

  2. Reason for Return (e.g., wrong item, arrived defective, arrived damaged)

  3. Required Evidence:

    • A continuous unboxing video showing the entire opening process

    • Photos of the outer package before opening

    • Photos of the inner packaging with plastic seal intact

    • Photos/videos clearly showing the defect or damage

Incomplete or edited footage will not be accepted, as this is essential for hygiene verification and fair responsibility attribution.

 

Review & Approval Process

  • We will review your request and evidence within 48 hours.

  • If approved, we will provide instructions on how to proceed with the return (if required) or issue a refund.

 

Refund Timeline

Once your claim is approved, refunds will be issued to your original payment method within: 7–15 business days.

Processing times may vary depending on your bank or payment provider.

 

Order Cancellations

Orders can only be cancelled before they have shipped.
Once an order has been dispatched, it cannot be cancelled or modified.

 

Contact Us

Email: touchiee@protonmail.com