RETURN & REFUND POLICY
Last updated:09/04/2026

At Touchary, each piece is thoughtfully handcrafted and designed to offer a refined and lasting experience. However, if your purchase does not fully meet your expectations, we are here to assist you.

1. RIGHT OF WITHDRAWAL (EU CUSTOMERS)

In accordance with European Union consumer protection laws, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.

The withdrawal period expires 14 days after the day you receive your item.

2. HOW TO INITIATE A RETURN

To exercise your right of withdrawal, you must notify us within the 14-day period by sending a clear and unequivocal statement of your decision to return.

Contact: [email protected]

Please include:

• Your name
• Order number
• Date of purchase
• Item(s) you wish to return

We will confirm receipt of your request promptly.

3. RETURN CONDITIONS

To be eligible for a return:

• Items must be unused and unworn
• Items must be in original condition
• Items must be returned in original packaging
• All accessories and accompanying materials must be included

Due to hygiene reasons, we reserve the right to refuse returns for items that show signs of wear, use, or damage.

4. RETURN SHIPPING

Customers are responsible for returning the item within 14 days after notifying us.

Unless the item is defective or incorrect:

• Return shipping costs are the responsibility of the customer

We recommend using a trackable shipping method, as we are not responsible for lost or undelivered returns.

5. NON-RETURNABLE ITEMS

The following items are not eligible for return:

• Custom-made or personalized products
• Items made according to specific customer preferences

These items are uniquely crafted and cannot be resold.

6. DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

You must provide:

• A clear description of the issue
• Photographic evidence

We will assess the situation and offer, where appropriate:

• Replacement
• Repair (if applicable)
• Full refund

7. REFUNDS

7.1 Process

Once your return is received and inspected, we will process your refund.

7.2 Timing

Refunds will be issued within 14 days of receiving the returned item or proof of return shipment.

7.3 Method

Refunds will be made using the original payment method, unless otherwise agreed.

7.4 Fees

No additional fees will be charged for the reimbursement process.

Original shipping costs are non-refundable unless the item is defective or incorrect.

8. DISCOUNTS, PROMOTIONS AND REFUNDS

If a product was purchased at a discounted price, the refund will always be based on the amount actually paid by the customer at the time of purchase.

8.1 Discounted Products

Items purchased on sale or with a price reduction are eligible for return under the same conditions as full-price items. Refunds will reflect the discounted price paid.

8.2 Promotional Discounts (Multi-Item Offers)

In the case of promotions involving multiple items (including but not limited to “buy more, save more”, bundle discounts, or percentage discounts applied to the total order), refunds will be calculated proportionally.

This means:

• The total discount applied to the order will be distributed across all items
• Each item will carry an adjusted discounted value

If part of such an order is returned:

• The refund amount will correspond to the discounted value of the returned item(s)

8.3 Partial Returns

If returning only part of an order that benefited from a promotion, the refund amount may be adjusted to reflect the revised order value after the promotion conditions are no longer met.

8.4 Discount Codes

If a discount code was applied at checkout:

• The refund will reflect the final amount paid after the discount
• Discount codes cannot be reused once the order has been refunded

8.5 Promotional Conditions

Where applicable, if returning items causes the order to no longer meet the conditions of a promotion, we reserve the right to recalculate the order value accordingly.

9. EXCHANGES

We do not offer direct exchanges.

If you wish to replace an item, you may return your original purchase and place a new order.

10. CANCELLATIONS

Orders may be canceled before they are dispatched.

Once an order has been shipped, it must be treated as a return.

11. CONTACT

For all return and refund inquiries: [email protected]

For full legal details, please refer to our Terms & Conditions.

We approach every order with care, precision, and attention to detail. Our policies are designed to ensure a transparent and fair experience, reflecting the values of the Touchary brand.