At Twozy, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a comprehensive returns and refunds policy to ensure a smooth and hassle-free process. Please review the following guidelines to understand how to request a return or refund under various circumstances.

1. General Return & Refund Guidelines

• Eligibility: To be eligible for a return or refund, items must be in their original condition, unused, and with all tags and packaging intact.
• Return Request Period: You have 30 days from the date of delivery to request a return or refund. After 30 days, we may not be able to process your request.
• Return Shipping: The customer is responsible for the cost of return shipping unless the item is defective, damaged, or incorrect.

2. Return & Refund Process

*1. Requesting a Return or Refund:

• Contact Us: Email our customer service team at support@twozy.store with your order number, a description of the issue, and any relevant photos if applicable. We will provide you with instructions on how to proceed.
• Return Authorization: You will receive a Return Authorization (RA) number and return shipping instructions. Please include this RA number with your return package.

*2. Shipping the Return:

• Package the Item: Carefully pack the item(s) in their original packaging. Ensure that the RA number is clearly marked on the package.
• Ship the Package: Send the package to the address provided in the return instructions. We recommend using a trackable shipping method to ensure the package is received.

*3. Processing Your Return:

• Inspection: Once we receive the returned item(s), we will inspect them to ensure they meet our return criteria.
• Refund Issuance: If the return is approved, we will process a refund to your original payment method within 7 business days. You will receive a confirmation email once the refund has been issued.

3. Return & Refund Scenarios

*1. Defective or Damaged Items:

• Request: If you receive a defective or damaged item, please contact us at support@twozy.store within 7 days of delivery. Include photos of the defect or damage.
• Return: We will provide instructions for returning the item at no cost to you. A replacement will be sent or a full refund will be issued.

*2. Incorrect Product:

• Request: If you receive an incorrect product, please notify us within 7 days of delivery. Provide details and photos of the incorrect item.
• Return: We will arrange for the return of the incorrect item and send you the correct product or issue a full refund.

*3. Missing Items:

• Request: If an item is missing from your order, contact us within 7 days of delivery. We will investigate and resolve the issue promptly.
• Resolution: If the item cannot be located, we will either send a replacement or issue a refund for the missing item.

*4. Order Cancellation:

• Request: If you wish to cancel an order after it has been placed but before it has been shipped, please contact us as soon as possible. We will attempt to cancel the order and process a full refund.
• Post-Shipment Cancellation: If the order has already been shipped, it will need to be returned following the standard return process.

*5. Unwanted Items:

• Request: If you wish to return an item simply because you no longer want it, please contact us within 30 days of delivery.
• Return: You will be responsible for return shipping costs. A refund will be issued once the item is received and inspected.

4. Contact Us

For any questions or concerns regarding returns and refunds, or to initiate a return, please contact us at:

Twozy
Email: support@twozy.store

We are here to assist you and ensure that your experience with Twozy is positive and satisfying. Thank you for shopping with us!