Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products / digital downloads
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Before returning your item, contact TWV Store at [email protected] first so that we can provide the correct address to send your item back to. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Products are unique and produced to the Order, therefore, they are non-refundable. By submitting an Order you acknowledge that the Order execution or Order contents (products, shipping method, delivery and return addresses) cannot be further modified. If the shipment details are incorrect, or if the item Ordered is the wrong size or colour, TWV Store can not be held responsible.
You may submit requests for change of certain Order details, including address change or delivery method change. Our Support team will evaluate the request and at its discretion will let you know whether it is possible to accommodate your request and/or whether your request carries any additional costs.
After an Order is placed TWV Store cannot guarantee that it will be possible to issue a full or partial Refund in case of canceled Orders. Upon receiving a cancellation request, TWV Store will determine whether your cancellation is eligible for a full or partial Refund depending on the stage of the fulfilment of the Order.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and we will confirm what address to send the package to. Generally the item will be sent back to the address which is enclosed in your package that was delivered to you. If for any reason there is no address included, contact us at [email protected] with your order number informing us that you have no address enclosed. We use multiple suppliers to fulfil orders to allow for quicker production in your territory / region, so it is important that you send the item back to the address included.
Shipping returns
To return your product, you should mail your product to the address which is enclosed in your package that was delivered to you. We also require you to email [email protected] with your order number so we can also help to keep track of this with your supplier. We use multiple suppliers to fulfil orders to allow for quicker production in your territory / region, so it is important that you send the item back to the address included.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at [email protected] for questions related to refunds and returns.
Last updated 13/10/2023
