Refund policy
At Toucan, we are committed to delivering innovative, high-quality products that enhance your home security. If you are not completely satisfied with your purchase from toucansolution.com, you may return your item within 30 days of the original purchase date, subject to the following terms:
Returns Eligibility
- Opened products are accepted for change-of-mind returns within 30 days of the original purchase date if you decide they are not right for you. Return the product in its original packaging with all accessories, in good condition without customer-caused physical damage or excessive wear.
- Proof of purchase is required.
How to Start a Return
To begin a return, please contact us with your order number, reason for return, and any relevant photos if applicable.
Refunds & Processing Time
Once we receive your return, we will check that it is complete and issue your refund to the original payment method. A 15% restocking fee applies to opened, non-defective returns. For covered defective products, we will arrange a replacement or refund with no restocking fee.
Shipping Costs for Returns
- Customers are responsible for return shipping unless the product is defective or damaged upon arrival.
Restocking Fee:
- A 15% restocking fee will be deducted from your refund for opened, non-defective returns, including when you simply decide you do not like the product. No restocking fee applies to defective products covered by the warranty.
- Shipping and handling charges are non-refundable.
Refund Processing:
- Refunds will be issued to the original method of payment after the returned item is inspected and approved.
Important Notes:
- Non-defective change-of-mind returns that are incomplete, have customer-caused damage, or are missing accessories may be subject to deductions or denial of refund. Covered defective products are handled under the warranty.
- Toucan reserves the right to refuse any return that does not meet the above conditions.
Hawaii, Alaska, U.S. Territories, and International Orders
We do accept returns for Hawaii, Alaska, U.S. Territories, and International Orders; however, please note the following:
- All return shipping costs are the responsibility of the customer, regardless of the reason for return.
- Additional customs fees, duties, or taxes associated with returning the product may also apply.
- Original shipping and handling charges are non-refundable.
- All terms mentioned above for domestic returns also apply, including the 15% restocking fee for opened, non-defective returns. No restocking fee applies to covered defective products.
- Refunds will be issued once the item is received and inspected.
If your product arrives defective or damaged, or develops a defect covered by the warranty, please contact us. We will arrange a replacement or refund for covered defective products, with no restocking fee. Have your order information or proof of purchase ready; photos or a short description can help us arrange support. See Toucan Limited Warranty for coverage.
Contact Email: support@toucansolution.com