Refund & Dispute Policy

Toucanapp Pte. Ltd. ("Toucan" or "we") put together this policy to describe our refund and dispute process and requirements for users of Toucan’s application (the "ToucanApplication"), our website(s) and any other services we offer (collectively the "Services"). When using any of our Services you, (the ‘User’), consent to abide by Toucan’s Terms of Use and by proxy this policy when it comes to refunds and disputes. We're constantly improving things at Toucan, and our refund and dispute policy may be updated from time to time. We will not make important changes to the refund and dispute policy without providing advance notice of those changes through our Services.

Process of Refund Request

Refund request for any transaction purchases would need to be raised within 5 days of purchase received. Any request raised after the allowed timeframe would not be entertained. All refund request should be emailed to [email protected] and addressed to “Toucan Refund Officer”.

Types of refund request and relevant information required.

  • Refund request for shortage / wrong item would need to have the following information for it to be processed
    • Facebook Email
    • Handphone number
    • Transaction ID
    • Reason for refund
    • Photo of
      • Received all item (Size issue: showed size tag)
      • Parcel package
      • Parcel information (if registered mail: weight of parcel)
  • Refund request for defected item would need to have the following information for it to be processed
    • Facebook Email
    • Handphone number
    • Transaction ID
    • Reason for refund
    • Photo of
      • Item showed defected area (great to mark on defected area)
      • Parcel package
  • Refund request for exchanged size would need to have the following information for it to be processed
    • Facebook Email
    • Handphone number
    • Transaction ID
    • Reason for refund
    • Photo of
      • Item showed measurement with a tape measure
      • Item showed size TAG (Marked on size)

Please note that raising of a refund request would not automatically qualify for a refund or an exchange. We take each and every refund request seriously and a refund case investigation would be conducted by Toucan to ascertain if the request is qualified. If the request is unsuccessful, the Toucan user would still be billed for the transaction.

Process of Dispute Request

It is the responsibility of the User to notify Toucan immediately if fraudulent activities or transactions are suspected of being done through the User’s Toucan account. Toucan will, upon notification, suspend affected User(s) Toucan account(s). Fraudulent transaction purchases that occur before notification to Toucan would be the responsibility of the User and the User would still be billed for the transactions. All dispute request should be emailed to [email protected] and addressed to “Toucan Dispute Officer”.

For each dispute request, please provide the following information:

  • Facebook Email
  • Handphone number
  • Transaction ID
  • Reason and context of the dispute

Dispute request for any fraudulent or wrong transaction purchases should be raised immediately upon detection and notification to Toucan. We take each and every dispute request very seriously and a case investigation would be conducted by Toucan. The final decision on a dispute request is Toucan’s sole discretion and the User would have to abide by it.