Return & Refund Policy

TOUCHES UAE

Refund & Return Policy

At Touches UAE, customer satisfaction is important to us. Every order is carefully inspected and securely packed to help ensure it arrives safely and beautifully.

If you are not fully satisfied with your purchase, eligible return or exchange requests may be submitted within 14 calendar days from the delivery date, subject to the conditions outlined below.

RETURN CONDITIONS

Return Eligibility

To qualify for a return or exchange, the following conditions must be met:

Items must be unused, undamaged, unwashed, and in their original condition.

All original packaging, labels, accessories, manuals, inserts, and protective materials must be included.

Fragile items such as porcelain, ceramic, glassware, tea sets, serveware, and decorative products must be returned in their original protective packaging.

Proof of purchase or order confirmation may be required.

The item must not be listed as non-returnable under this policy.

RECEIVED SOMETHING WRONG?

Damaged, Defective or Incorrect Orders

Please inspect your order upon delivery.

If your order arrives damaged, defective, incorrect, or incomplete, please contact us within 24 hours of delivery with your order number and clear photos of the issue so we can assist you promptly.

To help us review your request quickly, please include clear photos of the product, packaging, and any visible damage or issue.

HOW WE CAN HELP

Resolution Options

Once your return request has been reviewed and approved, we may offer one of the following solutions depending on the case and product availability:

OPTION 01 Replacement

A replacement item may be arranged where appropriate and subject to product availability.

OPTION 02 Refund

An approved refund may be issued to the original payment method.

PLEASE NOTE

Non-Returnable Items

The following items are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:

Products with an estimated delivery period of 7–10 business days.

Made-to-order, customized, personalized, specially sourced, or special-order products.

Used items or products damaged after delivery.

Clearance, discounted, promotional, or final-sale items.

Items returned without their original packaging or with missing accessories.

Gift cards or digital products, if applicable.

By placing an order for these products, the customer acknowledges and agrees that they are not eligible for return, exchange, or refund except in cases of confirmed damage, defect, or incorrect delivery.

AFTER APPROVAL

Refund Processing

APPROVED REFUNDS 5–10 Business Days

Once the returned item is received and inspected, approved refunds will be processed to the original payment method within approximately 5–10 business days.

Processing times may vary depending on your bank, card issuer, or payment provider.

Original shipping charges, express delivery fees, customs fees, or other service charges may be non-refundable unless the return is due to an error on our side.

RETURN DELIVERY

Return Shipping

Customers may be responsible for return shipping costs for change-of-mind returns.

For confirmed damaged, defective, or incorrect items, Touches UAE will assist with a suitable solution where applicable.

BEFORE DISPATCH

Cancellation Policy

Orders may be canceled before shipment confirmation. Once an order has been dispatched, cancellation requests will be handled according to this Refund & Return Policy.

Orders for 7–10 business day delivery products, made-to-order, customized, personalized, specially sourced, or special-order items may not be canceled once processing, production, sourcing, or customization has started.

SIMPLE & STRAIGHTFORWARD

How to Request a Return

Contact Us

Contact our customer care team within the applicable return window.

Share Your Details

Provide your order number and photos of the item where applicable.

Await Approval

Our customer care team will review your request and provide return instructions.

Return the Item

Ship the item or arrange collection where applicable.

Resolution

Your refund or replacement will be processed after inspection and approval.

NEED ASSISTANCE?