Returns and Warranties Professional Touch

In Professional Touch We want you to buy with complete peace of mind. Our policy returns and warranties explains deadlines, requirements, and the step-by-step process so you can resolve any issues clearly and quickly. If you need immediate help, write to us at info@toqueprofesional.com or call +34 658 15 04 96You can also manage your orders from My account or contact us from Contact.

Before confirming or canceling your order

Before completing your purchase, you can remove any unwanted items from your cart. If your order has already been confirmed but you haven't yet received the "order ready to ship" email, please request a cancellation by writing to our support team. Once the order is shipped, you can process the return once it has been received.

Return Policy (summary)

• Legal term: 14 calendar days from delivery to exercise the right of withdrawal (Law 7/1996). For further details, see the legal text in the BOE.
• Mode: We do not offer cash refunds; we offer change of article either discount code for the value of the order.
• Product status: must be returned in perfect condition, with original packaging, accessories, instructions and documentation.
• Hygiene exclusions: For health reasons, returns of hair hygiene products that have been unsealed or used are not accepted.
• Logistics costs: Shipping costs for the initial order are non-refundable; return shipping costs are the customer's responsibility, unless there is a fault on our part or damage in transit.

How to request a refund

1. Contact support: write to info@toqueprofesional.com or call +34 658 15 04 96 indicating order number and reason.
2. Receive instructions: Our team will confirm if the request complies with the policy returns and warranties and will send you the return address and procedure.
3. Pack correctly: Protects the product to prevent damage during transit. Includes all accessories and documentation.
4. Voucher: Please keep the return shipping receipt until we confirm receipt and condition of the item.
5. Resolution: After verification, we'll send you the exchange or discount code for the eligible amount.

Returns for damaged merchandise or shipping errors

If the product arrives damaged during transport, you must report it within a maximum period of 24 hours from receipt. If the item received does not match the order, you have 72 hours to notify us of the incident. In both cases, Toque Profesional assumes the costs and arranges for the replacement.

Guarantees: coverage and exclusions

All new machines have the official manufacturer's warranty (2 years) from the date of delivery. The warranty covers manufacturing defects and defective parts specified by each supplier. Wear parts are not covered.

Excluded from the warranty are:

• Breakdowns by misuse, knocks or unauthorized manipulation.
• Lack of maintenance (cleaning, lubrication, spare parts changes).
• Use of unsuitable chemicals or accumulation of waste.
• Cosmetic damage resulting from use or transportation without protective packaging.

How to process a warranty step by step

1. Gather the information: order number, purchase date, description of the fault and, if possible, photos or video.
2. Contact support: info@toqueprofesional.com / +34 658 15 04 96We'll let you know if a repair, replacement, or spare part is appropriate.
3. Sending to technical service: Pack the equipment and attach the copy of the purchase. The diagnosis will confirm the coverage of returns and warranties.
4. Resolution: We will apply the solution according to the manufacturer's warranty and keep you informed of the status.

Frequently asked questions about returns and warranties

How long does the process take? From receipt of the returned item, verification is typically completed within 2–5 business days.
Can I return without original packaging? No, packaging and accessories are required to approve the return.
Who pays for return shipping? The customer, except in the case of error on our part or product damaged in transport.

If you have additional questions about returns and warranties, we are here to help you: info@toqueprofesional.com — +34 658 15 04 96. Manage your order from My account or check out our section on Privacy and Terms.