Refund policy

Effective date: June 16, 2026

Thank you for shopping at TOUGE.

We want you to be satisfied with your purchase. If you experience any issue with your order, we will be happy to help.

Made-to-order products

All TOUGE products are made to order once an order is placed.

For this reason, we do not accept returns or exchanges for:

  • Incorrect size selected by the customer.

  • Incorrect color selected by the customer.

  • Change of mind after placing the order.

  • Incorrect shipping address provided.

  • Personal preferences after receiving the product.

We recommend carefully reviewing all details before completing your purchase.

Damaged, defective or incorrect products

If you receive a damaged, defective or incorrect product, you must contact us within 14 calendar days of receiving the order.

To process the issue, you will need to provide:

  • Order number.

  • Description of the issue.

  • Clear photographs of the affected product.

After reviewing the request, we may offer:

  • A replacement product at no additional cost.

  • A partial refund.

  • A full refund.

The solution will depend on the specific circumstances of each case.

Lost orders

If you believe your order has been lost in transit, please contact us so that we can investigate the issue with the relevant carrier.

Once the loss is confirmed, we will offer an appropriate solution, which may include a replacement shipment or a refund of the order.

Order cancellations

Orders may only be canceled before they enter the production stage.

Once the manufacturing process has started, the order cannot be canceled because products are made specifically for each customer.

To request a cancellation, please contact us by email at: tougebrand@gmail.com

How to request assistance

For any issue related to your order, contact us and provide:

  • Order number.

  • Full name.

  • Reason for the request.

  • Photographs of the product, where applicable.

Email: tougebrand@gmail.com

Refunds

If a refund is approved, it will be processed using the same payment method used for the purchase.

Depending on the bank or payment provider, the amount may take between 5 to 15 business days to appear in the customer's account.

Once the refund has been issued, you will receive a confirmation by email.

Items not eligible for a refund

The following are not eligible for return or refund:

  • Used or washed products.

  • Products damaged due to improper use.

  • Products modified by the customer.

  • Orders placed with incorrect shipping information provided by the customer.

  • Products correctly manufactured in accordance with the order placed.

Contact

For any questions regarding returns or refunds, you can contact us at: tougebrand@gmail.com