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Refunds & Cancellation

Effective date: 15/09/2025

Touch Valley is committed to customer satisfaction. Due to hygiene and safety concerns, our returns policy is structured to protect both customers and product integrity.

Order Cancellation

  • You may cancel an order within 24 hours of placement provided it has not been dispatched. To cancel, email support@touchvalley.com with your order number. Once an order is shipped, it cannot be canceled.

Return Eligibility

We accept returns only in these cases:

  1. Damaged or Defective Items: If your product arrives damaged, defective, or incorrect.
  2. Shipping Errors: If you received the wrong item.

Non-returnable items: Opened or used cosmetics (unless damaged/defective upon arrival), gift cards, perishable items.

Return Process

  1. Email support@touchvalley.com within 7 days of delivery with: order number, reason for return, and photos showing damage/defect.
  2. Our customer support will review and, if approved, provide return instructions and an RMA (Return Merchandise Authorization) number.
  3. Pack items securely in original packaging and ship using the provided instructions. Returns sent without prior authorization may not be accepted.

Refunds & Replacements

  • After we receive and inspect the return, we will notify you of approval or rejection.
  • Refunds: If approved, refunds are issued to the original payment method within 7–14 business days (timing depends on your bank/payment provider).
  • Exchanges/Replacements: If an identical replacement is available, we will ship it at no additional cost. If unavailable, we will issue a refund.

Return Shipping Costs

  • If the return is due to our error (damaged/defective/wrong item), Touch Valley will cover return shipping costs or provide a prepaid label. For returns not due to our error, return shipping costs are the responsibility of the customer.

Partial Refunds

Partial refunds (e.g., items missing original packaging) may be granted at our discretion.

Refund Questions

If you haven’t received a refund within the timeframe above, contact info.touchvalley@gmail.com.