Return & Refund Policy

Return & Refund Policy

We want you to feel confident shopping with Touches UAE. Please read this policy and check the product page for any item-specific return conditions before ordering.


Eligible Returns

You may request a return or exchange for an eligible, standard item within 14 calendar days of delivery. The item must be unused, undamaged, unassembled, uninstalled, unwashed, and unmodified, and returned with its original packaging and accessories.
Approved eligible returns are on us. Touches UAE will arrange and pay for the return collection or shipping. You will not be charged a return shipping or collection fee. Please wait for our approval and instructions before sending an item back.


Custom and Made-to-Order Items

Made-to-order, customized, personalized, modified, or specially sourced items cannot be returned for a change of mind once production or sourcing has started. This does not affect applicable rights if an item arrives damaged, defective, incomplete, or materially different from the specifications approved for your order.


Damaged, Defective, Missing, or Incorrect Items

Please contact us as soon as possible if something is wrong with your order. Where possible, report the issue within 24 hours of delivery and include your order number, a short description, and clear photos or video of the item and packaging. Reports made later will still be reviewed based on the circumstances and applicable law.
For a confirmed issue, Touches UAE will arrange and cover the return collection or shipping. We will review the case and confirm an appropriate resolution, such as a repair, replacement, or refund where applicable.


How to Request a Return

  1. Contact us within the applicable return period by email or WhatsApp.
  2. Share your order number and the reason for the request. For an issue with the item, include photos or video and keep the original packaging.
  3. Wait for our team to review the request and send return or collection instructions.
  4. Once we receive and inspect an approved return, we will confirm the outcome.


Refunds

Approved refunds are processed to the original payment method within approximately 5–10 business days after we receive and inspect the returned item. Your bank or payment provider may take additional time to post the refund.
Touches UAE covers the return collection or shipping cost for approved eligible returns. Original delivery or express delivery charges are separate and may not be refundable unless the return is due to an error on our side or applicable law requires otherwise.


Items and Conditions Not Eligible for Change-of-Mind Returns

  • Items that have been used, assembled, installed, modified, or damaged after delivery.
  • Items returned without their original packaging or accessories.
  • Made-to-order, customized, personalized, modified, or specially sourced items once production or sourcing has started.
  • Items clearly marked non-returnable or final sale on the product page at the time of purchase.
  • Gift cards or digital products, where applicable.
Natural variations in wood grain, fabric texture, color tone, tile or stone pattern, and handcrafted finishes are not defects when the item remains consistent with its description and approved specifications. Damage caused by misuse, accidental impact, incorrect assembly or installation, or failure to follow care instructions is not eligible for a change-of-mind return.


Contact Us

For return requests or questions, email care@touchesuae.com or message us on WhatsApp at +971 52 756 2266. Our customer care hours are Monday–Sunday, 9:00 AM–9:00 PM UAE time.
This policy does not limit any rights or remedies available under applicable UAE law.