Return & Refund
At Toucan, we’re committed to providing high-quality smart home security products and a smooth shopping experience.
If you’re not completely satisfied with your purchase from toucansolution.com, you may request a return within 30 days of the original purchase date, subject to the terms below.
Return Eligibility
To qualify for a return, your item must meet the following conditions:
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Returned in the original packaging, including all accessories, manuals, and documentation
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In new and unused condition, with no physical damage or excessive wear
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Free from missing parts or signs of use
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Accompanied by proof of purchase
Please note: Items that do not meet these conditions may be declined or subject to deductions.
How to Start a Return
To begin your return, please contact us with:
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Your order number
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The reason for return
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Photos (if the item is damaged or defective)
Our team will guide you through the next steps.
Refunds & Processing
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved:
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Your refund will be issued to your original payment method
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Processing time may vary depending on your payment provider
Return Shipping Costs
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Customers are responsible for return shipping costs in most cases
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If the product is defective or damaged upon arrival, Toucan will cover the replacement shipping
Please note: Original shipping and handling fees are non-refundable.
Restocking Fee
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A 15% restocking fee applies to open-box, non-defective returns
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This amount will be deducted from your refund
Important Notes
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Returns that are incomplete, damaged, or missing accessories may be denied or partially refunded
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Toucan reserves the right to refuse any return that does not meet the policy requirements
Hawaii, Alaska & International Returns
We accept returns from Hawaii, Alaska, U.S. territories, and international locations.
Please note:
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All return shipping costs are the customer’s responsibility, regardless of reason
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Additional customs fees, duties, or taxes may apply
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Original shipping fees are non-refundable
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The 15% restocking fee still applies to non-defective returns
Refunds will be processed after the item is received and inspected.
Damaged or Defective Items
If your product arrives damaged or defective, please contact us immediately with photos.
We’ll review the issue and assist you with a replacement as quickly as possible.
Need Help?
If you have questions about your return, refund, or order, we’re here to help.