Refund Policy for Touchlans

Last Updated: 2025.08.25

At Touchlans (“we,” “us,” or “our”), we want you to be fully satisfied with your purchase of our hygiene products—including hand soap refills, hand creams, disinfecting wipes, and disinfecting sprays. This Refund Policy outlines the terms and conditions for requesting refunds, eligibility requirements, and the refund process, ensuring transparency and clarity for all our customers (“you” or “your”). By placing an order on our website (www.touchlans.com, “the Site”), you agree to comply with this Refund Policy, as well as our Terms of Purchase and Privacy Policy.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:

1.1 Timeframe

You must initiate a refund request within 60 days from the date of delivery of your order. Requests submitted after this 60-day window will not be eligible for a refund, unless required by applicable law.

1.2 Product Condition

  • Unused & Unopened Products: Refunds are only available for products that are unused, unopened, and in their original, undamaged packaging (e.g., sealed hand soap refill bottles, unopened hand cream tubes, unbroken packs of disinfecting wipes/spray).
  • Damaged/Defective Products: If you receive a product that is damaged during shipping, defective (e.g., leaking soap, non-functional spray nozzle), or not as described (e.g., wrong scent, incorrect product), you may be eligible for a full refund (including original shipping fees) regardless of whether the product is opened—provided you report the issue within 14 days of delivery.
  • Exceptions: Used, opened, or damaged products (caused by improper use, storage, or handling) are not eligible for refunds. Custom or personalized products (if offered in the future) are also non-refundable unless defective.

2. How to Request a Refund

Follow these steps to initiate a refund:

Step 1: Contact Customer Service

First, send an email to our customer service team at [email protected] with the following information:

  • Your full name (as it appears on your order)
  • Order number (found in your order confirmation or shipping email)
  • Name and quantity of the product(s) you wish to refund
  • Reason for the refund (e.g., “unused product,” “damaged during shipping,” “defective spray”)
  • For damaged/defective products: Attach clear photos or videos showing the issue (e.g., leaking product, broken packaging) to help us verify the claim.

Step 2: Receive Return Authorization (RA)

Once we review your request and confirm eligibility, we will send a Return Authorization (RA) email within 1–2 business days. This email will include:

  • A unique RA number (required for processing your return)
  • The return shipping address (specific to Touchlans returns)
  • Instructions for packaging your product(s)

Step 3: Return the Product(s)

  • Package the eligible product(s) securely, preferably in the original packaging, and clearly mark the RA number on the outside of the package (missing or incorrect RA numbers may delay processing).
  • You are responsible for paying return shipping fees, unless the refund is due to a damaged/defective product or our error (e.g., shipping the wrong item). In such cases, we will provide a prepaid shipping label via email.
  • We recommend using a trackable shipping method for returns, as we are not liable for lost or misdirected return packages. Keep the tracking number for your records.

3. Refund Processing

3.1 Verification of Return

Once we receive your returned product(s) at our warehouse, we will inspect them to confirm eligibility (e.g., unused condition, damage/defect). This inspection typically takes 2–3 business days.

3.2 Refund Approval & Initiation

  • If your return is approved, we will initiate the refund to your original payment method within 1–2 business days of inspection.
  • You will receive a refund confirmation email once the refund has been processed, including the refund amount and transaction details.

3.3 Refund Timeline & Currency

  • Refunds are processed in United States Dollars (USD) (the same currency used for your original purchase).
  • The time it takes for the refund to appear in your account depends on your payment provider:
  • Credit/debit cards: 5–10 business days (varies by card issuer)
  • Digital wallets (e.g., PayPal, Apple Pay): 3–5 business days
  • Bank transfers (if applicable): 5–10 business days
  • We cannot speed up this process, as it is controlled by your payment provider. If you do not see the refund after 10 business days, contact your payment provider for assistance.

3.4 Refund Amount

  • For eligible unused/unopened products: You will receive a full refund of the product’s purchase price. Original shipping fees are non-refundable, unless the refund is due to our error or a defective product.
  • For damaged/defective products or our errors: You will receive a full refund of the product’s purchase price plus the original shipping fee.
  • No additional fees (e.g., restocking fees) will be deducted from your refund, unless required by law.

4. Special Cases

4.1 Canceled Orders

If you cancel an order before it is shipped (see Section 1.3 of our Terms of Purchase), we will issue a full refund to your original payment method within 2–3 business days of cancellation. If the order has already been shipped, you will need to follow the standard refund process outlined above (return the product within 60 days of delivery).

4.2 Missing or Lost Packages

If your order is marked as “delivered” by the shipping carrier but you have not received it, contact us at [email protected] within 7 days of the “delivered” date. We will work with the carrier to investigate. If the package is confirmed lost, we may offer a full refund or reshipment (at your choice) once the carrier’s investigation is complete (typically 5–7 business days).

4.3 International Orders

For international orders, refund eligibility follows the same 60-day timeframe and product condition rules. However:

  • You are responsible for any customs duties, taxes, or fees incurred when returning products to us (these cannot be refunded).
  • Return shipping times for international orders may be longer, so we recommend initiating requests as early as possible.

5. Refund Status Inquiries

If you have not received your refund within the expected timeline (5–10 business days after refund initiation), or if you have questions about your refund status:

  1. Check your spam/junk folder for the refund confirmation email (it may have been filtered).
  2. Contact your payment provider to confirm if the refund is pending or processed.
  3. If issues persist, email us at [email protected] with your order number and RA number (if applicable), and we will provide an update.

6. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or customer feedback. When we make changes, we will update the “Last Updated” date at the top of this page and post the revised policy on the Site. Your continued use of the Site or purchase of products after the revised policy is posted constitutes your acceptance of the changes. We encourage you to review this policy periodically.

7. Contact Us

If you have any questions, concerns, or need assistance with a refund, please contact our customer service team at:

Email: [email protected]

We aim to respond to all refund-related inquiries within 1–2 business days and resolve issues promptly.

Thank you for choosing Touchlans—we value your trust and are committed to ensuring a fair and transparent refund experience.