Refund policy
Returns
We want you to love everything you buy from us. This page explains how to cancel an order, return or exchange an item, and what to do if something arrives defective. To start any request, email orders.touche@gmail.com.
Cancelling an order
You may cancel an order by emailing us within 24 hours of placing it, provided production has not started. We will refund the full amount you paid within 7 working days to the original payment method. For Cash on Delivery (COD) orders, we refund the advance by bank or UPI transfer. Once production has started, the order cannot be cancelled.
Returns and exchanges
Time limit. A return or exchange must be initiated within 48 hours of delivery. A request is initiated when we receive your email stating your order number, the item(s), whether you want a return or an exchange, and clear photos of the item. The delivery date is the date recorded by the courier. Requests initiated after 7 days will not be accepted.
Condition. The product must be unused, unwashed, undamaged, and free of stains, marks, and odours, with all original tags and packaging.
Approval. We will tell you by email within 4 working days whether your request is approved, and give you return instructions. Please do not send any item before approval. Items sent without approval will not be processed.
Sending the item back. Approved items must be dispatched to us within 7 days of approval, by a trackable courier, at the customer’s cost. Please keep your tracking details. The item stays at your risk until we receive it, and we are not responsible for items lost or damaged on the way back to us.
Quality check. When we receive the item, our quality control (QC) team will inspect it within 5 working days. If it meets the conditions above, your request proceeds. If it does not (for example, it is used, washed, damaged, stained, or missing tags), we will decline the request and email you the reasons with photos. You may ask us to send the item back to you, at your cost, within 15 days of that email. If we do not hear from you within 15 days, the item will be treated as abandoned and may be disposed of or donated. No store credit will be issued for an item that fails QC.
Returns are given as store credit. An approved return is given as store credit only, issued within 7 working days after the item passes QC. The credit equals the amount you actually paid for the item, after any discount or coupon applied to it, excluding shipping and COD charges. Store credit is valid for 6 months from the date of issue, after which it expires. It is non-transferable, cannot be exchanged for cash, and cannot be used on sale products. We do not offer refunds to the original payment method for change-of-mind returns.
Exchanges. Exchanges are considered case by case, based on stock, whether a made-to-order item can be produced again, and the item passing QC. If an exchange is not possible, we will offer store credit instead. If the replacement costs more, you pay the difference. If it costs less, we will issue the difference as store credit. Shipping of the replacement to you is at the customer’s cost, except where the exchange is because the item was defective or incorrect.
Sale products and customisation. Sale products cannot be returned or exchanged, and store credit and coupon codes cannot be used on them. Customisation orders are not accepted during a sale. These limits do not apply to defective or incorrect items.
Defective, damaged, or incorrect items
If your item arrives defective, damaged, not as described, or incorrect, email us within 48 hours of delivery with your order number and clear photos of the problem. Please include photos of the outer package and shipping label, as well as the item and the issue you are reporting.
We will, at our option, repair it, replace it, or refund you. If we refund, we refund the full amount you paid, including shipping and COD charges, within 7 working days of approving your claim. We bear the return courier cost in these cases. This applies regardless of the sale and store credit limits above.
The Shipping policy also mentions the unboxing video, so replace its last section with this:
When you receive your order
Ownership and risk of the products pass to you on delivery. If your package arrives damaged, or the item is defective or incorrect, please email us within 48 hours of delivery with photos, as explained in our Return and refund policy.
How refunds are paid
Refunds, where they apply, go to the original payment method. For COD orders, we refund by bank or UPI transfer to the details you give us. If your order has not arrived by the latest estimated delivery date, see our Shipping policy for your right to cancel.
Hardware repairs
Where a product has hardware (such as zips, studs, buckles, or straps) damaged through ordinary use, we will repair it, provided you notify us within one month of receiving the product.