Refund & Return Policy — HightouchShop™

Last Updated: May 13, 2026

Welcome to HightouchShop™. We want you to be satisfied with every purchase. If there is a problem with your order, please review the policy below to understand when returns, replacements, and refunds may be accepted.

1. When Do We Accept Returns or Refunds?

HightouchShop™ accepts return, replacement, or refund requests based on the circumstances described below.

Returns or Refunds Will Be Accepted When:

1. The item arrived damaged
If your item arrives damaged, contact us within 14 days of delivery. You must provide clear video evidence showing the damage. The video must be recorded and submitted on the day the package is received.

2. The item is defective
If the product has a manufacturing defect or does not function as described, contact us within 14 days of delivery and provide clear video evidence demonstrating the defect.

3. The wrong item was received
If you received an item that is different from what you ordered due to an error on our part, contact us within 14 days of delivery and provide clear video evidence of the incorrect item.

4. A return is specifically approved by our team
In certain circumstances, we may authorize a return or offer a partial refund. You must receive approval and return instructions from our customer service team before sending any product back.

Returns or Refunds Are Generally Not Accepted For:

• Change of mind
• No longer wanting the product
• Ordering the wrong size
• Choosing the wrong color or variation
• Personal preferences
• Subjective dissatisfaction with the product
• The product not looking exactly as expected based on personal preference
• Failure to review the product description, specifications, or size chart before placing the order

In these situations, a return, replacement, or refund is not accepted.

2. 14-Day Return Window

You have 14 days from the date of delivery to contact us regarding an eligible return, replacement, or refund request.

Requests submitted after the 14-day period may not be accepted.

Please note that the applicable conditions depend on the reason for your request.

3. Scenario A — Subjective Reasons

Subjective reasons include:

• Changed your mind
• Ordered the wrong size
• Ordered the wrong color or variation
• The product does not fit your personal preference
• The product does not meet your personal expectations

Returns or refunds for subjective reasons are generally not accepted.

Before placing an order, we strongly recommend reviewing the product description, measurements, size chart, materials, colors, and other product information carefully.

Option A.1 — Return for Refund

If our team agrees to accept a return for a subjective reason:

• The return must be approved by our customer service team before shipping.
• The item must be returned to the return address provided by our team.
• Return shipping costs are the customer's responsibility.
• HightouchShop™ does not provide or reimburse return shipping costs because free shipping may already have been provided on the original order.
• The returned product must be received in acceptable condition.
• Our team will inspect the returned product upon receipt.
• Any approved refund will depend on the condition of the returned product and the circumstances of the return.

Return Address:

901 Ridge Rd
Wilmette, IL 60091
United States

Option A.2 — Keep the Item for a Partial Refund

In certain circumstances, we may offer a partial refund without requiring the product to be returned.

To request this option:

• Contact us at support@hightouchshop.com
• Provide your order number.
• Explain the reason for your request.
• Our team will review the circumstances.
• If approved, you may keep the product and receive an agreed partial refund.

No return shipping will be required under this option.

4. Scenario B — Objective Reasons

Objective reasons include situations where:

• The item arrived damaged.
• The item is defective.
• The wrong item was sent.
• The item is significantly different from what was ordered due to our error.

If you experience one of these issues, please contact us as soon as possible after delivery.

Option B.1 — Replacement

Where applicable, we may provide a replacement product at no additional cost.

Replacement availability is subject to product availability.

Option B.2 — Full Refund

If a refund is approved for an objective issue:

• A 100% refund may be issued.
• In certain circumstances, a partial refund may be offered depending on the nature and severity of the issue.
• The refund will generally be processed to the original payment method.

Required Video Evidence

For damaged, defective, or incorrect items, you must provide a clear video showing the issue on the day the order is received.

The video should clearly show:

• The package/product condition
• The damaged or defective area
• The incorrect item, if applicable

Important: Delayed video submissions may result in the refund or replacement request being declined.

5. How to Start a Return, Refund, or Replacement Request

To start a request, email:

support@hightouchshop.com

Please include:

1. Your order number
2. Your reason for the request
3. Clear video evidence, where required
4. Clear photos, if applicable
5. A brief description of the issue

Important

Do not send anything back until you have received return instructions from our customer service team.

Unauthorized returns may not be accepted or processed.

6. Return Shipping Costs

For approved returns due to subjective reasons, such as a change of mind, incorrect size selection, or personal preference:

• The customer is responsible for the return shipping cost.
• HightouchShop™ does not provide or reimburse return shipping costs.
• The original shipping cost, if applicable, may also be non-refundable.

For products that are damaged, defective, or incorrectly sent due to our error, we will review the circumstances and provide the appropriate resolution.

7. Order Cancellations

We understand that you may occasionally need to cancel an order.

Cancellation Conditions

• Cancellations are accepted within 24 hours of placing the order, or before order processing begins, whichever occurs first.
• If order processing has already been completed, a 40% cancellation fee may apply.
• Once the order has been handed over to the delivery carrier, cancellation is no longer possible.

To request a cancellation, contact us immediately at:

support@hightouchshop.com

Please include your order number and clearly state that you wish to cancel the order.

8. Missing or Stolen Parcels

If the carrier's tracking information confirms that your package was successfully delivered to the shipping address provided with your order, HightouchShop™ is not responsible for packages that are subsequently lost, misplaced, or stolen.

If your tracking information shows that the package was delivered but you cannot locate it, we recommend:

• Checking around your delivery location.
• Checking with household members, neighbors, or building management.
• Contacting the delivery carrier directly.
• Contacting us if you need available tracking or carrier information.

We will provide relevant carrier information upon request.

9. Important Return Conditions

Please keep the following conditions in mind:

• Contact us within 14 days of delivery for eligible requests.
• Do not send products back without receiving approval and return instructions.
• Damaged, defective, or incorrect items require clear video evidence.
• The required video must be recorded and submitted on the day of delivery.
• Return shipping costs for approved subjective returns are the customer's responsibility.
• Refund eligibility depends on the circumstances of the request and the condition of the returned product.
• Unauthorized returns may not be accepted or processed.
• HightouchShop™ reserves the right to decline requests that do not meet the conditions of this policy.

10. Contact Us

If you have any questions regarding our Refund & Return Policy, please contact our customer service team.

HightouchShop™

Email: support@hightouchshop.com
Phone: +1 (847) 834-5933
Address: 1551 Sherman Ave, Evanston, IL 60201, United States

We are happy to assist you with questions regarding your order, returns, replacements, and refunds.