At A Sweeter Touch, we want you to enjoy your shopping experience and products as much as we do! Our team guarantees quality products and efforts put in by our members.
We are proud of the best quality products we send out, but under certain circumstances, we have exchanged products that have been defective or damaged while shipping. If a product arrives at your doorstep, broken or in an unusable condition, we will replace the product. If we are unable to exchange the product due to unavoidable circumstances, we will offer store credit.
When you place an order, you will be asked to confirm certain details like the item’s size, design, model and spelling. Failure to provide accurate information does not qualify for exchange, refunds or returns. Hence, we do not accept returns or exchanges for your selection of incorrect items, sizes, and model.
Return/refund/exchange/cancellations will not be applicable if:
- the products are delivered in perfect, undamaged condition and good to use
- a wrong product was ordered by the customer
- video and photographic evidence of your faulty product is not furnished
- the product is disliked by the customer.
NOTE: Making an opening video of your delivered package from start to end without any pause or cuts is COMPULSORY. If you fail to furnish an opening video, we won’t be able to entertain any issues. Parcel opening video must for Refund, Return or Exchange. For phone cases fitting issue, opening parcel video and video explaining the fitting issue problem is a must.
NOTE: Whenever you contact us regarding your order, kindly positively share your name and order id without which we won’t be able to help you. If your order is already delivered and you have some queries, you additionally need to share the order receipt, opening package video and video showing issue (if any).
I wish to change/edit/modify my order. Will it be possible?
You can always edit your confirmed order (before the order is processed) please get in touch with us via the contact us page for the same. Our customer care team will have you sorted with all possible customized solutions.
Products missing from your package?
Kindly share the opening package video from start to end without any pause or cuts with your name, order receipt and order number. Please get in touch with us via the contact us page for the same. NO MISSING PRODUCTS CLAIM WILL BE ACCEPTED WITHOUT UNBOXING VIDEO.
What are the conditions for Replacement or Refund?
To be eligible for exchange/replacement, return, refund of any item – the buyer must produce an authenticated unboxing video from start to end without pause and cuts which can support the buyer’s claim. NO REPLACEMENT CLAIM WILL BE ACCEPTED WITHOUT UNBOXING VIDEO.
REFUND POLICY
We provide refunds in the form of store credits (A Sweeter Touch Account Wallet) only in the following situations:
- If the ordered product is currently out of stock and there is no chance of re-stocking it;
- In case there’s no replacement possible for a wrong, defective or damaged product.
The amount credited will be based on the price of that product at the time of purchase (i.e., the amount you paid for that particular product). Any change in the product price thereafter will not be considered. Refunds might take up to 3-5 working days to process. If you haven’t received your refund post 5 working days, please get in touch with us via the contact us page.
In selected situations, Refunds to be processed post the product has been received by us. Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
RETURN AND EXCHANGE/REPLACEMENT POLICY
Please inspect your order upon reception and contact us within 24 hrs if the product is defective, damaged, if you have received a wrong product or if any product is missing. Don’t forget to provide us with an attachment of the product picture you have received and parcel opening video, so that we can evaluate the issue and make it right.
You can exchange the product within the first 3 calendar days from the date of delivery of your package ONLY if you have faced any of the following issues:
- The product is defective and/or damaged.
- Product is described incorrectly or does not correspond to the item shown on the Website and purchased by the Customer, i.e., wrong product received.
YOUR ABOVE CLAIM HAS TO BE NECESSARILY SUPPORTED BY FULL UNPACKING PARCEL VIDEO.
The same product as ordered originally will be given in replacement. You will get the exchanged product within 7 (business vs. calendar) days. It will be shipped in 1-4 days. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Defective products do not need to be sent back to us unless confirmed by the Customer Experience Team. In certain situations, we might need the product back to our warehouse. The product should be unused, in the same condition and original packaging as you received it. As we do not have a reverse pickup facility yet, you are requested to ship the product(s) back to us. Please pack the items securely to prevent any loss or damage during transit. If the product is received in damaged condition by us, then damage cost to the product must be borne by you.
- Any Customized product cannot be exchanged or returned unless it is damaged as it can’t be a subject of reselling any more.
- Return shipping charges are non-refundable.
- Items sent back to us without first requesting a return will not be accepted.
How do I return my product?
If you have any problem with your order, please get in touch with us via the contact us page within the 3 days of your package delivery. We will help you with the return/exchange process.
RETURN PROCESS
- Get in touch with us via WhatsApp, Instagram or email – details on the contact us Kindly mention your name and order id. Also, do send us the opening video from the start till the end without any pause or cuts and two images (one of the damaged parts and one of the entire product) of the product for us to ascertain the reason for return. we will check the details about its eligibility for return.
- We will then get back to you with your Return Request Status within 2-3 business days of receiving your return request with video and pictures. Once your return request has been accepted, we might ask you to send us back the product in question. Once the merchandise is back at our warehouse, our quality assurance team will check the merchandise and the exchange/refund process will get initiated.
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- It is important that you contact us first and then decide to return the damaged product. Items received for exchange is inspected to assure if it’s qualified for return. Merchandise that does not meet the criteria and does not qualify for return cannot be exchanged, and thus, a store credit cannot be initiated.
For our logistics to approve refunds they need a full 360 degrees video.
In case you receive a product, which is tampered with or opened kindly mention it on the delivery boy’s register and click a picture of the same.
We are not responsible for any damages if these proofs aren’t available with you. Our logistics partner needs these criteria to initiate the appropriate action. All our orders are packed well and sent across. But there Might be damage in transit that will only be entertained by our logistics if the proof is sent across with a proper unboxing video and picture of remarks on the delivery boy’s register.
Our policy lasts 3 days. If 3 days have gone by since you received your product, unfortunately, we can’t offer you a return or exchange, this may vary based on the products you purchase from us. Kindly ensure that you read all the policies and details before placing the order.
Sale items
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Note: During a time of crisis such as COVID-19, we understand the customers’ method of trashing the label as a safety precaution, but we still require the shipping invoice to resolve any problems that may arise, as, unfortunately, that part of the process that cannot be changed.
In case you didn’t receive the order and status showing delivered you can complain us within 48 hours. Otherwise, we are sorry to inform you that we will not be able to any process.
CANCELLATION POLICY
Unfortunately, orders once placed cannot be cancelled. Your orders will be cancelled if our team finds your payments have not been received.
Sometimes we have to cancel an order for reasons beyond our control. We will do our best to notify you as soon as possible and do everything we can to offer an alternative date or product. In cases where you would rather prefer a refund, we shall reimburse the entire amount paid for the product in the form of store credits.
PRINTING TERMS
Images
Product images are for illustrative purposes only and may differ from the actual product. Due to differences in monitor settings, the colours of products may also appear different from those shown on the site. We do not guarantee that your monitor’s display of a colour will be accurate. The brightness, contrast and resolution of your screen can make the colour of the product look slightly different. Actual product may vary at times due to colour enhancement on your personal computer, laptops or even mobile phones. Colour assistance we offer on our website or either by e-mail messages are NOT guaranteed to be the same as the shown image colour, because there is always a possibility of a slight difference in terms of brightness due to photography. The Colour in the Picture of the item may little bit different due to the difference in the ink transfer rate of printer to case. Return or Exchange is not available on phone cases in the event of a little colour differentiation. Phone cases are handmade and colour may vary from actual pictures.
Please look at the reference photos on the product page to see how to product looks from top, bottom, and sides, in the banner images. There won’t be any replacements in case you did not see side images and had different expectations. Rest be assured, the products are carefully designed to be protective from all 4 sides, the raised lip on top and bottom protects the phone from any unusual fall there might happen.
Products Details
Some products may have an associated image or photo. These are for reference only and should be considered illustrative.
When you buy service and products from www.asweetertouch.com, you agree to our terms and policies.