Overview

This policy is designed to provide clarity regarding the terms and procedures for requesting a refund or exchange of products purchased from Touche Official. By completing a purchase on our website, you agree to the terms and conditions outlined below.

1. Timeframe for Requests
   • Request Period: Customers have 7 (seven) calendar days from the date the item is received (based on courier tracking data) to submit a request for a refund or exchange.
   • Return of Goods: The product must be received back by us no later than 14 (fourteen) calendar days from the date the request was approved.
2. Product Condition Requirements
   • Product Condition: The product must be unworn, unwashed, and undamaged (other than the damage reported upon submission).
   • Completeness: The product must be returned complete with all original labels, tags, and packaging.
   • Non-Refundable Items: Products purchased during a Sale or Special Discount, as well as certain categories of products (such as underwear or accessories), may be excluded. Any such exclusion will be clearly stated on the product description.
3. Submission Procedure
   • Contact Us: Send an email to admin@toucheofficial.id with the subject: “Request for [Refund/Exchange] – [Order Number]”.
   • Provide Information: The email must include:
     • The Order Number.
     • The Name of the Product you wish to return/exchange.
     • The Reason for the Return/Exchange (e.g., wrong size, product defect, or does not meet expectations).
     • Detailed Photos/Video (required if the reason is due to a defect or damage).
   • Verification: Our team will process your submission within 1-2 working days and provide instructions for the return shipment.
4. Shipping Cost

Type of Return	Shipping Costs
Product Defect / Shipping Error (Touche Official Error)	The cost of shipping the item back to us and shipping the replacement item will be fully borne by Touche Official.
Size Exchange / Change of Mind (Customer Error)	The cost of shipping the item back to us and the cost of shipping the exchange product will be fully borne by the Customer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Refunds will be processed within 5-7 working days after approval, and the funds will be transferred to the customer’s bank account. The time for the funds to reflect in your account may vary depending on your bank’s policy.

Exchanges

Size Exchange Only: Exchanges can generally only be made for the same product in a different size (subject to stock availability).

Stock Availability: If the replacement size is unavailable, the customer will be offered the option to exchange for another product of equal value or receive a refund.

Need help?

Contact us at admin@toucheofficial.id for questions related to refunds and returns.