Refund policy

Thank you for shopping at touco.shop. We want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, refunds, replacements, and order cancellations are handled for customers in Australia.

This policy operates in addition to your rights under the Australian Consumer Law and does not exclude, restrict, or modify any rights that cannot lawfully be excluded.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Depending on the circumstances, a major problem may allow you to reject the product and choose between a refund and a replacement. For a minor problem, we may provide an appropriate remedy within a reasonable period.

Your statutory rights are not limited to the 30-day change-of-mind period described below. Further information is available from the Australian Competition and Consumer Commission.

2. Change-of-Mind Returns

We accept eligible change-of-mind returns within 30 calendar days after delivery.

To qualify for a change-of-mind return, the item must:

• Be unused, unworn, unwashed, and in resalable condition;
• Include all original labels, accessories, manuals, and packaging;
• Be free from stains, odours, damage, alterations, or signs of use; and
• Be accompanied by your order number or other proof of purchase.

Please contact us at info@touco.shop before returning an item. Returns sent without prior instructions may be delayed or refused where permitted by law.

Approval of a return request does not guarantee a refund. Returned products will be inspected after they arrive.

3. Items Not Eligible for Change-of-Mind Returns

Unless the item is faulty, incorrectly described, unsafe, or otherwise covered by the Australian Consumer Law, we do not accept change-of-mind returns for:

• Gift cards;
• Personalised, customised, or made-to-order products;
• Perishable goods;
• Personal-care, beauty, or hygiene products that have been opened;
• Underwear, swimwear, earrings, or similar hygiene-sensitive products where the protective seal has been removed;
• Products damaged through misuse, improper care, accident, or normal wear and tear;
• Final-sale or clearance products clearly identified as non-returnable before purchase; or
• Items returned more than 30 days after delivery.

These exclusions do not affect any remedy available under the Australian Consumer Law.

4. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, materially different from its description, or contains the wrong item, please email info@touco.shop as soon as reasonably possible.

Please include:

• Your full name;
• Your order number;
• A description of the problem; and
• Clear photographs or video showing the item, defect, packaging, and shipping label where relevant.

We may request additional information or require the product to be returned for assessment. If the product does not meet a consumer guarantee, we will provide the remedy required by Australian Consumer Law, which may include a repair, replacement, refund, or compensation depending on the circumstances.

We will cover reasonable return shipping costs where the product is confirmed to be faulty, damaged on arrival, incorrectly supplied, or otherwise fails to meet a consumer guarantee. We may provide a prepaid shipping label or reimburse reasonable documented postage costs.

5. Return Process

To request a return:

1. Email info@touco.shop with your order number and reason for the return.
2. Wait for our return instructions and the applicable return address.
3. Package the product securely, including all original components where reasonably possible.
4. Send the parcel using a tracked shipping service.
5. Retain your postage receipt and tracking information until the return is completed.

Please do not send returns to any address shown on the original parcel without first contacting us, as the dispatch address may not be the correct returns facility.

6. Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for return shipping costs. Original delivery charges, if any, are generally non-refundable unless required by law.

If a returned item does not meet the change-of-mind conditions, we may decline the refund and arrange to send the item back to you at your cost, where permitted by law.

Nothing in this section limits our responsibility for reasonable return costs when goods fail to meet the Australian Consumer Law guarantees.

7. Refunds

Once your return is received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. We aim to process refunds within 10 business days after approving the return. Your bank, card provider, PayPal, or other payment provider may require additional time to credit the funds to your account.

Refund processing times are estimates and may vary depending on the payment provider.

Where only part of an order is returned, any original delivery charge will generally not be refunded unless required by law.

8. Exchanges

We do not guarantee direct exchanges for change-of-mind returns. If you require a different size, colour, or product, please contact us to confirm availability. We may ask you to return the original item for a refund and place a new order.

If an exchange is required as a remedy under the Australian Consumer Law, we will handle it in accordance with your legal rights.

9. Order Cancellations and Changes

Please email info@touco.shop immediately if you need to change or cancel an order.

We will make reasonable efforts to assist, but we cannot guarantee a cancellation or modification once the order has entered processing or has been dispatched. If the order has already been dispatched, you may request a return after delivery in accordance with this policy.

If we cancel an order before dispatch, we will refund the amount paid for the cancelled item or order.

10. Refused or Unclaimed Deliveries

If an order is returned because it was refused, left unclaimed, or supplied with an incorrect or incomplete delivery address, we may deduct reasonable return or redelivery costs from any refund, where permitted by law.

This does not apply where the delivery problem was caused by us or the carrier acting on our behalf.

11. Return Parcels

Customers are responsible for change-of-mind return parcels until they arrive at the designated returns facility. We strongly recommend using tracked shipping and keeping proof of postage.

We are not responsible for a change-of-mind return lost or damaged in transit before it reaches us. Different rules may apply where the return relates to a failure under the Australian Consumer Law.

12. Contact Us

If you have questions or wish to request a return, refund, replacement, or cancellation, contact us at:

Company: touco.shop
Website: https://touco.shop
Email: info@touco.shop

Please include your order number and relevant details so that we can assist you efficiently