Last Updated: September 2026
1. Order Cancellation
Customers may request cancellation of an order before the order has been processed or shipped.
Once an order has been shipped, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable return process described below.
2. Returns
Products may be eligible for return if they are received damaged, defective, incorrect, or materially different from the product ordered, subject to verification by Touchwood.
Customers should contact us as soon as possible after receiving the product if there is an issue with the order.
3. Mandatory Unboxing Video Requirement
For any return, replacement or refund request relating to a damaged product, wrong product, incorrect product, or a product different from the product ordered, an unboxing video is mandatory.
The customer must record a continuous and uninterrupted video before opening the package and continue recording throughout the complete unboxing process.
Before opening the package, the video must clearly show all four sides of the outer package. The package, shipping label and its condition should be clearly visible in the video.
After showing all four sides of the package, the customer must open the package while continuing the same recording and clearly show the product and its condition immediately after opening.
The customer must also provide clear photographs of the product received when submitting the return or refund request.
Claims relating to a damaged product, wrong product, incorrect product, or receiving a product different from the one ordered may be accepted only when the required unboxing video and photographs are provided and the issue can be verified.
Without the required unboxing video showing all four sides of the package before opening, followed by the complete unboxing, and the required photographs of the product received, a return or refund request for these issues may not be accepted.
4. Product Condition for Returns
Unless the product is being returned because it was received damaged, defective or incorrect, the product must generally be unused and in its original condition, with its original packaging, accessories and documentation.
Products that have been installed, modified, damaged through misuse, incorrectly installed, or otherwise altered may not be eligible for return.
5. Compatibility-Related Returns
Customers are responsible for checking product compatibility before placing an order where vehicle compatibility is required.
If you are unsure whether a product is compatible with your vehicle, please contact us before placing the order.
For vehicle-specific products, including vehicle-specific accessories, returns arising solely from selecting an incorrect vehicle model may not be accepted if the product has been specially supplied or prepared for the selected vehicle.
6. Damaged, Wrong or Incorrect Products
If you receive a damaged product, wrong product, incorrect product, or a product different from the one ordered, please contact us as soon as possible after delivery.
A complete unboxing video is mandatory for such claims. Before opening the package, the video must clearly show all four sides of the outer package and the shipping label. The video must then continue through the complete unboxing process without interruption.
Clear photographs of the product received must also be provided with the return or refund request.
The claim will be reviewed based on the submitted video, photographs, order details and other relevant information. Approval of a return, replacement or refund will be subject to verification of the issue.
7. Refunds
If a refund is approved, the refund amount and method will depend on the circumstances of the order and the payment method used.
Refunds for eligible prepaid orders will generally be processed through the applicable payment method or payment service provider.
The time taken for the refunded amount to appear in the customer’s account may depend on the payment provider or bank.
8. Shipping Charges
Original shipping charges, if applicable, may not be refundable unless the return is due to an issue attributable to Touchwood, such as an incorrect or defective product.
Return shipping arrangements and costs may vary depending on the reason for the return and will be communicated to the customer when the return is approved.
If a return is requested because the customer has changed their mind, no longer requires the product, does not like the product, or for any other reason that is not due to a defect, damage, incorrect product, or an error attributable to Touchwood, the customer will be responsible for the shipping costs associated with the return.
This includes both the original shipping charges paid for delivering the product to the customer and the return shipping charges for sending the product back to Touchwood, where applicable.
If the product was received damaged, defective, incorrect, or different from the product ordered and the claim is verified in accordance with our Return and Refund Policy, the applicable return or replacement shipping arrangements will be determined by Touchwood.
Shipping charges are non-refundable for customer-initiated returns arising from a change of mind or personal preference.
9. Non-Returnable Situations
Returns may not be accepted in situations including, but not limited to:
- Product damaged due to misuse or improper installation
- Product modified or altered after delivery
- Normal wear and tear
- Damage caused by accident or external factors
- Incorrect vehicle or product selection by the customer
- Products returned without the required accessories or packaging, where applicable
10. How to Request a Return or Refund
To request a return, replacement or refund, contact us through:
WhatsApp: +91 84593 35172
Email: touchwoodsupport@gmail.com
Please include your order number and a description of the issue. Supporting photographs and the required unboxing video should be provided where applicable.
11. Contact Us
For questions regarding cancellations, returns or refunds, please contact our support team.
Business Hours:
Tuesday to Sunday, 11:00 AM – 5:30 PM
WhatsApp: +91 84593 35172
Email: touchwoodsupport@gmail.com