Return & Refund Policy

Last updated: August 14, 2026

At TouchOrbit, we want every order to arrive exactly as expected. This Return & Refund Policy explains when and how you may request a return, replacement, or refund.

This policy applies to orders placed through our official online store and shipped to any country or region we currently serve.

1. 14-Day Return Period

You may request a return within 14 calendar days from the date your order is delivered.

To be eligible for a voluntary return, the item must:

• Be unused and in its original condition.

• Show no signs of wear, use, damage, alteration, contamination, or misuse.

• Include all original parts, accessories, inserts, manuals, and packaging supplied with the product.

• Have all hygiene seals, safety seals, protective films, and tamper-evident packaging intact, where applicable.

• Include valid proof of purchase or an order number.

A return request must be submitted within the 14-day period.

Where applicable consumer law grants you an additional statutory period to physically send the goods back after notifying us of your decision to return or withdraw from the purchase, that statutory period will apply.

2. Hygiene & Personal-Use Products

Some TouchOrbit products are personal-use products and may be supplied with a hygiene seal, safety seal, or tamper-evident packaging.

For health, hygiene, and safety reasons, where permitted by applicable law, products that are sealed for hygiene or health-protection purposes cannot be returned for a change-of-mind refund once the relevant seal has been broken, removed, damaged, or otherwise compromised after delivery.

Opening the external shipping box does not by itself make an item ineligible for return, provided that any applicable product hygiene or safety seal remains intact and all other return conditions are satisfied.

This restriction does not limit any mandatory rights you may have in relation to defective, damaged, incorrectly supplied, or non-conforming goods.

3. How to Request a Return

To request a return, contact us using the contact information provided on our website within 14 calendar days of delivery.

Please provide:

• Your full name.

• Your order number.

• The item you wish to return.

• The reason for the return.

• Photographs or video where the item is damaged, defective, incorrect, or otherwise affected by an issue.

After reviewing your request, we will provide return instructions where the return is eligible.

Please contact us before sending a product back. Returning an item without the appropriate return information may delay processing.

Any return procedure we provide is intended to facilitate processing and does not restrict any mandatory consumer rights available under applicable law.

4. Return Shipping Costs

For voluntary or change-of-mind returns, the customer is generally responsible for the cost of returning the product, unless:

• The item arrived damaged.

• The item is defective.

• We sent the wrong product.

• The product materially differs from what was ordered.

• Applicable consumer law requires us to cover the return cost.

• We expressly agree otherwise in writing.

We recommend using a tracked shipping service for customer-arranged returns.

Unless required by applicable law, TouchOrbit cannot be responsible for returned packages that are lost before reaching the designated return location.

5. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your item arrives damaged, defective, incomplete, or incorrect, contact us as soon as reasonably possible and provide your order details together with clear photographs or video showing the issue.

After assessment, we may offer an appropriate remedy, which may include:

• Replacement.

• Repair, where appropriate.

• Partial refund.

• Full refund.

• Another remedy required under applicable consumer law.

You will not be charged return shipping costs where we confirm that the product was supplied damaged, defective, or incorrectly, except where applicable law provides otherwise.

Our 14-day voluntary return policy does not limit any longer mandatory legal rights that may apply to defective, unsafe, misdescribed, or non-conforming goods.

6. Items That Cannot Be Returned

Subject to mandatory consumer protection laws, we may refuse voluntary returns for:

• Used products.

• Products showing signs of wear or personal use.

• Products with broken or removed hygiene seals or safety seals where the product is not suitable for return for health or hygiene reasons.

• Products damaged after delivery through misuse, accident, improper storage, unauthorized modification, or failure to follow product instructions.

• Products missing essential parts or accessories.

• Products returned in a materially different condition from the condition in which they were delivered.

• Gift cards or other non-refundable digital-value products, if offered.

• Items specifically identified as non-returnable where such a restriction is permitted by applicable law.

Nothing in this section excludes returns or remedies that we are legally required to provide.

7. Return Inspection

All returned products may be inspected after they are received.

We may verify:

• Product condition.

• Evidence of use.

• Hygiene and safety seal condition.

• Completeness of accessories and components.

• Original packaging.

• Whether the returned item matches the original order.

Where permitted by applicable law, a refund may be reduced to reflect a loss in value caused by handling beyond what is reasonably necessary to inspect the nature, characteristics, and functioning of the product.

Any such deduction will be made only where permitted by applicable law.

8. Refunds

Once an eligible return has been received and reviewed, we will notify you of the outcome.

Approved refunds will be issued to the original payment method used for the purchase.

We aim to process approved refunds within 10 business days following completion of the applicable return review. Where applicable law requires a refund to be issued earlier or within a different statutory period, we will follow the legally required timeframe.

After we issue a refund, your bank, card issuer, payment provider, or financial institution may require additional processing time before the funds appear in your account.

TouchOrbit does not control third-party financial institution processing times.

9. Original Shipping Charges

For voluntary change-of-mind returns, original shipping charges are generally non-refundable unless otherwise stated.

However, where applicable law requires reimbursement of standard outbound delivery charges following a valid statutory withdrawal or cancellation, the legally required amount will be refunded.

Any additional amount paid for an upgraded, premium, express, or expedited shipping method beyond the standard delivery option may remain non-refundable where permitted by law.

10. Exchanges

If you would like a different item or variant, contact us through our customer support channels.

Depending on product availability, location, hygiene restrictions, and the condition of the original item, we may:

• Arrange an exchange.

• Request that the original item be returned and refunded before a new order is placed.

• Offer another appropriate solution.

For personal-use products, exchanges remain subject to the same hygiene and safety requirements described in this policy.

11. Order Cancellations

If you wish to cancel an order before shipment, contact us as soon as possible.

We will make reasonable efforts to stop the order before dispatch, but we cannot guarantee cancellation once fulfillment or shipping has begun.

If an order has already been dispatched, the applicable return or statutory cancellation procedure will apply.

Nothing in this section limits any mandatory cancellation or withdrawal rights available under applicable consumer law.

12. Refused or Unclaimed Deliveries

Refusing delivery or failing to collect a package does not automatically constitute an approved return.

Where a parcel is returned to us because it was:

• Refused by the recipient.

• Unclaimed.

• Undeliverable due to an incorrect or incomplete address supplied by the customer.

• Not collected within the carrier's required period.

we will assess the returned order after it reaches the appropriate return location.

Any refund may be subject to legally permitted deductions for actual shipping, return transportation, customs, duties, carrier charges, or other non-recoverable costs.

This section does not affect mandatory consumer rights or situations where delivery failure was caused by us or our carrier.

13. Customs Duties, Import Taxes & Fees

International orders may be subject to VAT, GST, customs duties, import taxes, clearance charges, or other governmental fees depending on the destination country and the method through which taxes are collected.

If an import charge was paid directly by you to a customs authority, courier, postal operator, or another third party, we may not be able to refund that amount because it was not collected by TouchOrbit.

You may need to contact the relevant customs authority or service provider regarding reimbursement.

Where TouchOrbit collected a tax or duty directly and applicable law requires it to be refunded following a return, we will process the applicable amount accordingly.

14. Promotional Discounts & Bundle Orders

If an order was purchased using:

• A bundle discount.

• Quantity discount.

• Promotional code.

• Multi-buy offer.

• Free-item promotion.

• Tiered pricing promotion.

the refund will be calculated based on the actual amount paid and the conditions of the promotion.

If returning part of a bundle or quantity-based offer causes the remaining order to no longer qualify for the original discount, the refund may be recalculated where permitted by applicable law to reflect the appropriate price of the items retained.

Any recalculation will not reduce mandatory statutory refund rights.

15. Refunds and Currency Conversion

Refunds are issued based on the amount processed through the original transaction and the original payment method.

For international transactions, the amount appearing in your local currency may differ because of:

• Exchange-rate changes.

• Card issuer conversion rates.

• Bank charges.

• Payment-provider conversion fees.

Any currency conversion or banking charges imposed independently by your financial institution or payment provider are outside TouchOrbit's control.

16. Mandatory Consumer Rights

TouchOrbit sells internationally, and consumer protection rights vary between jurisdictions.

Nothing in this Return & Refund Policy is intended to exclude, restrict, waive, or replace any mandatory consumer right or remedy that cannot lawfully be excluded under the laws applicable to your purchase.

If the consumer protection law applicable to your order provides rights that are more favorable than a provision of this policy, the mandatory legal requirement will prevail to the extent of any conflict.

This includes any applicable statutory rights concerning:

• Withdrawal or cancellation.

• Defective or non-conforming goods.

• Product quality and safety.

• Repair or replacement.

• Refunds.

• Delivery.

• Statutory guarantees or warranties.

17. Contact Us

If you have questions about a return, refund, damaged item, or order issue, please contact TouchOrbit using the customer support contact information displayed on our website.

To help us process your request efficiently, please include your order number in your message.

TouchOrbit reserves the right to update this policy from time to time, subject always to applicable law. The version applicable to your order will be interpreted together with any mandatory consumer protection rights applicable to your purchase.