At Tender Touch, we value our customers and strive to provide a smooth and efficient shopping experience. Please review our cancellation policy below:
- All sales are final. We only accept returns for products damaged in transit or if the wrong item was shipped, although we crosscheck the orders before shipping out and always make sure to package everything very well, so it doesn’t break. In such an unfortunate situation, the customer must contact our Customer Service at support@tendretouchbysm.com within 48 hours of the Delivery date. Please include order number, a description of the damage, and pictures to verify. Upon receipt and determination that you are right, we will respond accordingly and make sure the problem is solved. If a replacement is not possible, we will refund the full price. Please note that damaged products include cracks, or malfunctions with the wand or tube. It does not include air spaces that are normal when the wand is removed.
- If your order is marked as delivered by the carrier, we consider it delivered. We cannot refund for lost or stolen packages. Please contact the carrier to inquire about your missing package. We advise you to double-check your address before making a purchase. If the carrier returns the package to us due to an incorrect address, we will contact you and offer to resend it with an additional shipping fee or refund the returned products (shipping not included).
NB: Orders are processed quickly to ensure timely delivery, and once an order is in the processing stage, we are unable to cancel it.