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
Within 12 Hours of Ordering:
If your order has not been shipped, you may cancel it within 12 hours of placing the order for a full refund.
After 12 Hours:
If your order has not been shipped, cancellation is still possible, but a 10% cancellation fee will be deducted from the refund.
After Processing and Dispatch:
Once your order has been processed and dispatched, it cannot be canceled and refunds will not be accepted.
2. RETURNS AND REFUNDS
Refunds and returns are not accepted once an order has been processed and dispatched.
Before dispatch, cancellation requests are handled according to the Order Cancellations section above.
Please inspect your package promptly after delivery. If your order arrives damaged, defective, or incorrect, contact us immediately at customercare@touchreal.com with your order number and clear photos or videos of the issue.
Every TouchReal device is covered by a 1-Year Limited Warranty from the original purchase date against verified manufacturing defects.
To submit a warranty claim, email customercare@touchreal.com with your order number, a brief description of the issue, and a short video showing the problem.
After verification, we may provide a repair, replacement, or store credit, depending on the circumstances. Warranty claims do not create a right to a refund after the order has been processed and dispatched.
This warranty does not cover damage caused by misuse, improper care, unauthorized modification, normal wear and tear, or accidents.
4. 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.
5. 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
