Refund and Returns Policy for Tender Touches

 Effective Date: December 25, 2024

At Tender Touches, customer satisfaction is a top priority. If you are not completely satisfied with your purchase, we offer a straightforward return and refund policy. Please read the following guidelines to understand the process for returning products and requesting a refund.

1. Returns Eligibility

We accept returns on most items within 30 days of the purchase date. The following conditions must be met for a return to be eligible:

  • Unused Condition: The item must be unused, unworn, and in the same condition as when you received it. It should be free from any signs of wear, dirt, or damage.
  • Original Packaging: Please return the product with all original packaging, tags, and accessories. We cannot accept returns on items that are missing components or have been damaged due to improper packaging.
  • Proof of Purchase: A valid proof of purchase, such as an order confirmation or receipt, is required to process the return.

2. How to Return Items

To return an item, please follow these steps:

  1. Contact Customer Service: Reach out to our customer service team by email at info@yoyobabyplanet.net or call (310) 555-0172. Provide your order number, the product you wish to return, and the reason for the return.
  2. Return Authorization (RA) Number: Once we receive your request, we will issue a Return Authorization (RA) number. This number is necessary to complete your return.
  3. Shipping Instructions: After you receive the RA number, you will be given instructions on how to ship the item back. Return shipping is the responsibility of the customer, unless the return is due to a defective product or our error.
  4. Return Shipping: Carefully package the product and ensure it is securely wrapped to prevent damage during transit. We recommend using a trackable shipping method for returns, as we are not responsible for lost or damaged items during the return process.
  5. Refund Process: After we receive the returned item and verify that it meets our return conditions, we will process your refund.

3. Refund Policy

Once your return is approved, we will issue a refund to the original payment method. Please note the following:

  • Refund Processing Time: Refunds are generally processed within 7-10 business days after we receive your returned item. The time it takes for the refund to appear in your account may vary based on your payment provider.
  • Non-Refundable Items: Some items, such as personalized or custom products, are not eligible for return or refund. These will be clearly noted on the product page.
  • Shipping Costs: Shipping fees are non-refundable, except in cases where we made an error with the order or the product is defective.

4. Exchanges

If you wish to exchange an item for a different size or color, please follow the return process outlined above. Once we receive the returned product, we will ship the replacement item at no additional cost, provided the return meets the eligibility criteria.

5. Defective or Damaged Items

If you receive a damaged or defective item, please notify us within 7 days of receiving your order. We will provide you with a prepaid return label and either replace the item or issue a full refund, depending on your preference.

6. Sale and Clearance Items

Items purchased on sale or clearance are eligible for returns, provided they meet our return policy’s conditions. However, sale or clearance items may only be eligible for a refund, not an exchange.

7. Cancellation Policy

You may cancel your order before it has been processed or shipped. If you request a cancellation before the order has been dispatched, we will issue a full refund. Once the order has been shipped, it cannot be canceled, and you will need to follow the return process to receive a refund.

8. Gift Returns

If you received an item as a gift, you may return it for a store credit or exchange it for another product. Please contact our customer service team for further assistance.

9. Customer Responsibilities

As a customer, it is your responsibility to ensure that the information you provide during the ordering process, including your shipping address and payment details, is accurate. Any delays or issues caused by incorrect information may result in additional charges or delivery problems.

10. Contact Us

If you have any questions or need assistance with a return or refund, please contact us:

Thank you for shopping with Tender Touches! We are committed to providing high-quality products and excellent customer service.