REFUND AND RETURN POLICIES
We want you to be completely satisfied with your purchase. If you are unhappy for any reason, we accept exchange within 30 days after your order has been delivered. All products must be in their original condition with the seal still attached. Customers will be responsible for shipping and handling charges to return the product. If the package does not reach us safely, we will not be able to complete the refund. Please make sure you get tracking on your returns so that proof of delivery can be verified. , If you are entitled to a return,
Our exchange policy only covers products purchased directly from our online store at www.itouchrelief.com. Any products bought from unauthorized dealer are not covered by our refund and exchange policy.
Purchases from the e-commerce marketplace and third party sites are not authorized by ITouch Relief
If you purchase our products from trade show, mall kiosks or retail store, their respective refund and warranty policy will apply to the product purchased from them. You can contact the seller through the contact information on the receipt for refund or exchange.
OPERATIONAL ISSUE
If you are experiencing operational issue on your product, please view our “Trouble Shooting” page for a quick solution. If the issue persists, contact our customer care representative and the issue will be resolved. If after contacting our customer service representative, it is discovered that warranty is needed, you will be required to send the defective item to us. Our warranty covers defects in materials and workmanship under normal use for a period of 2 years from the date of purchase by the original end-user purchaser (“Warranty Period”). If a defect arises and a valid claim is received within the Warranty Period, ITouch Relief will either repair the defective unit or exchange the product with a product that is new or which has been manufactured from new or serviceable used parts.
Please include the following items with your return:
– Defective unit only
– Proof of purchase within the last 2 years.
– A brief note describing the issue with the device
– Return shipping address and phone number.
Upon receipt of the returned item, we will fully examine it and notify you via email, within a reasonable period, whether you are entitled to a return. A restocking fee may be applied.
RETURN PROCEDURE
- When returning goods, please include your order number, full name and reason for return. Please wrap your parcel in its original packaging and securely to avoid damage in transit back to us. Please note we cannot accept a product for a refund if it has been damaged in transit to us. In any event, damaged or used products will not be exchanged .
- If returning products in an order where the initial order qualified for a free gift, the free gift must be returned in an unused condition too. Any products returned without the qualifying free gift will not be refunded.
- Shipping and handling cost, gift box fee and other charges are non-refundable.
- In case of shipping damages, please contact the shipping carrier or our Customer Service Department.
UNDELIVERED SHIPMENTS
In the instance that our delivery partner states that your package has been delivered but you have not received your products, please contact us. Once the package is in the hands of our delivery partner, they become liable for the safe delivery of your products. If a package isn’t properly delivered, upon notification from the customer, we will open up a case with our delivery partner. Please allow one month for us to investigate and arrive at a resolution. If you do not receive your order within the one month of investigation, we’ll provide you with the option of either reshipping your order or giving you store credit.
REFUND POLICY
We want you to be 100% happy with your purchase. If you change your mind about a product purchased you are welcome to do so for an exchange . The customer will be responsible for the cost of returning a product.
The only conditions applying to returns are as follows:
- All returns must be in their original condition (including all original packaging).
- You must complete your return within 30 days of the date of your order and you are responsible for arranging the return and all related costs.
- The original shipping costs to you are not refunded.
DAMAGED PRODUCT
If your product is damaged in any way please just give a call to our customer care service and we can arrange for a replacement to be sent. There is a maximum amount a customer can claim on damaged good. No damages will be exchanged without photographic evidence and customers must notify us in writing. All damages are to be claimed within 30 days of receipt of the damaged goods.
DEFECTIVE PRODUCTS
If you receive a defective product, contact Customer Service within 30 days of delivery. Please be prepared to supply our representative with the order number and product number from your original confirmation email, as well as your email address and phone number. We will make every reasonable effort to assist you with your return and will cover all return shipping charges. If you do not contact Customer Service, you are responsible for these return shipping charges.
WRONG PRODUCT
If you receive a wrong product, or if the product you receive is different from what you originally ordered, please contact our Customer Service Department immediately. It is important that you contact us before returning your product.
Before you call, please have your order number available. If you do not know your order number, please visit the Track Order and click on your Order Status/Tracking link to find the number in Your Order History. Please be prepared with a detailed description of the difference between the products you ordered and the product you received.
ENQUIRIES AND FURTHER QUESTION
If you have any question or clarification concerning return/refund or exchange, please email us at itouchrelief@gmail.com