Return & Refund
Touroll stands behind the quality of every product sold and delivered by our team, hoping that each and every customer expectation is met and exceeded. If for any reason you are not fully satisfied with your purchase experience within 14 days, we are happy to help with a replacement or refund (This valid purchase is only available for the Touroll website).
EU Right of Withdrawal (Widerrufsrecht)
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period begins on the day you (or a third party you have designated, other than the carrier) receive the last item of your order.
To exercise your right of withdrawal, you may notify us by either:
- Submitting a cancellation request via our Order Cancellation page;
- or
- Contacting us by email at support@touroll.com
You must inform us before the withdrawal period expires. A clear statement of your decision to withdraw is sufficient.
Effects of Withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for any additional costs arising from your choice of a delivery method other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day we receive your withdrawal notice. We will use the same payment method you used for the original transaction. We may withhold the refund until we have received the goods back or you have provided proof of return shipment, whichever is earlier.
You shall return the goods without undue delay and no later than 14 days from the day you notify us of your withdrawal. You are responsible for the direct cost of returning the goods.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:
- Goods that are made to your specifications or clearly personalised;
- Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
- Goods which have been inseparably mixed with other items after delivery.
Guide of Return A Product
Orders can be returned within 14 days upon receiving (subject to the last update of the logistics time). Before starting the return process, you should fill out and send a return form to support@touroll.com, preferably with a photo or video of where the product was damaged. Touroll will process your request within 3 workdays. After approval by Touroll, products can be returned as long as they are in their original packaging and accompanied by all accessories and manuals. The customer is responsible for good packaging. After Touroll agrees to your request for returning, please send back the product and provide the tracking number and tracking query link to Touroll within 7 days. Otherwise, the request will be processed as expired.
For product purchased from Touroll.com:
Bought but not yet shipped (cancellations):
We cannot guarantee your order cancellation request will reach the shipping warehouse in time to stop your shipment, so please notify us as early as possible of your cancellation request. Once the order is successfully cancelled, the full price of the order will released to your account within 14 days after we receive your refund request form, with no handling fee.
Pre-orders and cancellations of pre-orders:
For all pre-orders, your debit or credit card will be paid immediately. There will be no delay in payment, regardless of when the product is expected to ship. After your payment, you can refer to the previous section for the refund process.
Product was delivered:
- Orders from Touroll.com can be returned within 14 days upon receiving, you can request return & refund service without providing any reason and you shall be responsible for the return shipping fee;
- Orders from Touroll.com can be returned within 14 days upon receiving, if the product has a manufacturing defect or damaged during transport, you can contact the Touroll customer service team at support@touroll.com to request a return & refund service. Touroll will be responsible for the return shipping fee. Within 14 days after receiving the return package, the refund will be credited back to your account from which the order was initially placed.
We will not charge you any handling fee if you return your order within 14 days for any reason
Used articles:
We do not offer a return of used items, except in the extreme cases of breakage/ malfunction.
Lost parcel:
Touroll is responsible for your order delivery. A delivery exception is when a package is temporarily stalled in transit for an unforeseen reason. Even with the most reliable eCommerce order tracking, a lot can happen to a package while it’s in transit. If the tracking info is not updated for more than 3 days or even longer. Please kindly be patient and wait for the delivery. Touroll will always check and push for you. If you don't receive your order within 3 weeks after receiving your shipping confirmation email, then the parcel is considered lost during the transition. Touroll will bear the loss and offer you a full refund. You can reject the parcel if the parcel is finally showing up. Touroll ensures that the customer experience is always a priority.
For product purchased not from Touroll.com:
Please refer to the return & refund policy of the platform or store where you made your purchase. This policy applies only to orders placed directly on Touroll.com.
*Please note: This website only accepts the true purchase from Touroll.com. This means if you got one product from other sales like Amazon, Aliexpress, or Geekbuying, Geekmaxi, etc. You should ask for a return from them, not from Touroll.com.
Return Notes:
- When applying for return, please provide valid proof of purchase, such as order number, receipt, invoice, etc.
- The returned product should be intact and packed in the original packaging in the same condition complete with all the attached accessories, manuals and complimentary items. And all the labels and logos of the returned items show no signs of tampering or alteration.
- Unauthorized return or cash on delivery without the seller’s consent will be rejected.
- After your return request is approved, please send the product back to the address provided in the email, not to the shipping address on the delivery note.
- The return policy works only for purchases direct from the Touroll website.