Refund policy

At TouchReal, we stand behind the quality of our products and the satisfaction of our customers. Your experience, privacy, and safety are always our highest priorities, and we want you to shop with confidence.

1. ORDER CANCELLATIONS
We work hard to process and ship orders as quickly as possible.
Before Shipment:
If you need to cancel your order, please contact us immediately. Orders that have not yet entered the fulfillment or shipping process may be canceled for a full refund.
After Shipment:
Once an order has been shipped and a tracking number has been issued, the order can no longer be canceled. Please refer to our return policy below for available options.
2. HYGIENE & SAFETY POLICY (RETURNS)
Because TouchReal products are intimate wellness products, we follow strict hygiene and safety standards to ensure every customer receives a brand-new, unopened product.
Return Window:
Returns are accepted within 48 hours of delivery confirmation.
Eligibility Requirements:
To qualify for a return, the product must remain unopened, unused, and in its original packaging with all hygiene seals fully intact.
Opened Products:
For hygiene and customer safety reasons, any item with a broken hygiene seal, opened vacuum packaging, or visible signs of use is not eligible for return or refund.
3. 1-YEAR LIMITED WARRANTY
Every TouchReal device is manufactured with premium materials and precision craftsmanship. We provide a 1-Year Limited Warranty from the original purchase date covering manufacturing defects.
Warranty Coverage:
This warranty covers manufacturing defects of the product itself.
How to Submit a Claim: If your device experiences a technical issue, please email customercare@touchreal.com with your order number, a brief description of the issue, and a short video showing the problem.
Resolution Process:
Once the issue has been verified, we will determine the appropriate resolution, which may include a replacement, repair, store credit, or refund depending on the situation.
Software & App Support:
Connectivity or app-related issues are often resolved through firmware or software updates. Our support team is available to assist you in keeping your device performing at its best.
4. CHANGE-OF-MIND RETURNS
If you wish to return an unopened product for personal reasons:
Return Shipping Costs:
Customers are responsible for return shipping costs to our designated warehouse.
Inspection & Refund Processing:
Refunds will be issued to the original payment method after our warehouse confirms the product remains unopened and the hygiene seal has not been tampered with.
Product Fit & Preference:
If you opened the product and discovered it is not the right fit for your preferences, please contact us. While opened products cannot be returned, we may offer store credit or a special accommodation on a case-by-case basis.
5. SHIPPING & DELIVERY
Shipping Information:
Please carefully verify your shipping address before placing your order. TouchReal is not responsible for lost or delayed shipments caused by incorrect or incomplete address information provided at checkout.
Third-Party Forwarding Services:
Our responsibility ends once the package has been successfully delivered to the shipping address provided on the order. We are not responsible for packages lost, damaged, or delayed through third-party forwarding or reshipping services.
6. CUSTOMER SUPPORT
We understand that every customer's situation may be different. If your issue is not addressed in this policy, please contact us directly. Our goal is always to provide a fair, reasonable, and customer-focused solution.
Contact Us: customercare@touchreal.com