Cancellation, Return & Refund Policy
Cancellation & Refund Policy
We want every TAM order to be exactly what you hoped for. If something goes wrong, we’re here to make it right — quickly and without hassle.
This policy applies to all purchases made directly through (www.touchandmend.in). For orders placed via third-party platforms (Amazon, Nykaa, etc.), the respective platform’s return and refund policy will apply.
Please read this policy before placing your order. By completing a purchase on our website, you agree to the terms described here.
At a Glance
Here is a quick summary of what applies in each situation:
| Situation | Window | Resolution |
|---|---|---|
| Cancel before dispatch | Within 24 hours of order | Full refund to source |
| Cancel after dispatch | Not allowed | Refuse delivery for refund |
| Wrong product received | Within 48 hours of delivery | Replacement or full refund |
| Damaged / defective product | Within 48 hours of delivery | Replacement or full refund |
| Incomplete order (missing item) | Within 48 hours of delivery | Missing item dispatched or refund |
| Unopened product, change of mind | Within 7 days of delivery | Refund minus return shipping |
| Opened / used product | Not eligible | No return or refund |
| Adverse skin reaction | Within 7 days of first use | Product advisor review; no monetary compensation |
Full details for each scenario are explained in the sections below.
1. Order Cancellations
Before Dispatch
You may cancel your order within 24 hours of placing it, provided it has not yet been dispatched. To cancel, email us at info@touchandmend.in or WhatsApp +91 90411 82002 with your order number and reason for cancellation. Once confirmed, a full refund will be initiated to your original payment method within 5–7 business days.
After Dispatch
Once your order has been dispatched, it cannot be cancelled online. However, you may refuse to accept the delivery at the door. Once the courier marks the shipment as “Return to Origin” (RTO) and it reaches our warehouse, your refund will be processed. Please note that in such cases, the original shipping charges (if any) will not be refunded.
Tip: If you need to cancel urgently, email us as soon as possible. Orders move quickly through dispatch — the sooner you reach us, the better.
2. Returns
When We Accept Returns
We accept return requests under the following circumstances:
- You received a damaged or defective product
- You received the wrong product
- Your order was incomplete (a product was missing)
- The product is unopened, unused, and in its original packaging, and you wish to return it within 7 days of delivery.
When We Do Not Accept Returns
We are unable to process returns in the following situations:
- The product has been opened, used, or tampered with
- Original packaging, labels, or seals are missing or damaged
- The return request is raised after 7 days from the date of delivery
- The product was purchased during a special sale or promotional campaign (unless it is defective or damaged)
- Damage caused by misuse, improper application, or storage in unsuitable conditions
Skincare products are personal use items. We are unable to accept returns of opened or used products due to hygiene and safety reasons — this is standard practice across the industry
3. Damaged, Defective, or Wrong Products
We take packaging and quality seriously, but occasionally things can go wrong in transit. If you receive a damaged, defective, or incorrect product, here is what to do:
Step 1: Report Within 48 Hours
Contact us at info@touchandmend.in or WhatsApp +91 90411 82002 within 48 hours of delivery. Reports raised after this window may not be eligible for resolution.
Step 2: Share the Evidence
Please share the following with your report:
- Clear photographs of the damaged or wrong product
- A photograph of the outer packaging and shipping label
- Your order number
- For defective products: the batch number printed near the MRP on the packaging
We strongly recommend recording an unboxing video when you open your TAM order. This makes it much faster to resolve any issues with damaged, missing, or incorrect items.
Step 3: Resolution
Once our team reviews your request (within 2 business days), we will offer either a replacement or a full refund — whichever you prefer and is applicable to the situation.
4. Adverse Skin Reactions
While all TAM products are tested and designed for Indian skin, individual reactions can vary. We always recommend doing a patch test before full use.
If you experience an adverse reaction:
- Discontinue use of the product immediately
- Contact us at info@touchandmend.in within 7 days of first use, describing your concern
- Our product advisor will reach out to understand your skin type, usage, and the reaction
Please note: we do not offer monetary compensation for adverse reactions. We do not provide dermatological treatments. Our team will work with you to understand the issue and offer guidance.
5. How to Raise a Return or Refund Request
Follow these steps to initiate a return or refund:
- Step 1 — Email us: Write to info@touchandmend.in or WhatsApp +91 90411 82002 with your order number, reason for return, and supporting photos or videos
- Step 2 — Wait for confirmation: Our team will review your request and respond within 2 business days
- Step 3 — Ship the product back (if applicable): If a physical return is required, we will share instructions for packing and dispatching the item
- Step 4 — Refund or replacement: Once the returned product reaches our warehouse and passes inspection, your refund or replacement will be processed within 5–7 business days
6. Refunds
Refund Timeline
- Refunds are credited to the original payment method (credit card, debit card, UPI, net banking, or wallet)
- Once initiated, refunds typically reflect within 5–7 business days depending on your bank or payment provider
- For Cash on Delivery (COD) orders, refunds will be processed via bank transfer — please share your account details when raising the request
What Will Be Refunded
- For cancellations before dispatch: full order amount including any shipping charges paid
- For returns due to our error (wrong or damaged product): full order amount including shipping
- For returns due to change of mind (unopened product): product price minus return shipping cost
- For refused deliveries: product price minus original shipping charges
What Will Not Be Refunded
- Shipping charges for orders cancelled after dispatch or refused at delivery (except in case of our error)
- Any gift wrapping or special handling charges
7. Exchanges
We do not currently offer direct product exchanges. If you would like a different product, please initiate a return for the eligible item (as per the conditions above) and place a fresh order on our website.
8. Failed & Undelivered Orders
If our courier partner is unable to deliver your order after multiple attempts due to an incorrect address, unavailability of the recipient, or an inaccessible location:
- The order will be returned to our warehouse after 2–3 failed delivery attempts
- Once received back, we will contact you to arrange re-delivery or process a refund
- Re-delivery will attract a fresh shipping charge
- Refunds for undelivered orders will be processed minus the original shipping charges
Please double-check your delivery address and phone number before placing your order. We are not responsible for non-delivery due to incorrect information provided at checkout.
9. Orders From Third-Party Platforms
If you purchased a TAM product from Amazon, Nykaa, Flipkart, or any other marketplace, please raise your return or refund request directly on that platform. Their respective policies will govern the resolution.
For issues with product quality or authenticity on third-party platforms, you are also welcome to write to us at support@touchandmend.com and we will do our best to assist.
10. Our Right to Refuse
Anaso Enterprises reserves the right to:
- Decline return or refund requests that do not meet the conditions outlined in this policy
- Cancel any order at our discretion in cases of suspected fraud, pricing errors, or stock unavailability, with a full refund issued
- Flag accounts with a pattern of repeated cancellations, returns, or questionable activity, and apply additional verification before processing future requests
11. Contact Us
For any cancellation, return, or refund queries:
Email: info@touchandmend.in
WhatsApp: +91 90411 82002
Response Time: We aim to respond to all queries within 2 business days
Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST
