At ‘Twisoo’, we strive to ensure that our customers are satisfied with their purchases. We understand that there may be circumstances where a customer may wish to cancel an order or request a Return & Replacement. In such cases, our Refund and Cancellation Policy applies.
Cancellation Policy:
- Customers can cancel their orders within 24 hours of placing the order or before dispatching the order by emailing support@twisoo.com with their order ID. A full refund will be issued to the customer's original payment method.
- Orders cannot be cancelled once the item has been shipped.
Return / Replacement Policy:
- We will accept item(s) for exchange or refund provided they are returned as new, i.e. are unworn and have been returned with the original packaging, including tags, within 7 days of purchase. Returns will not be accepted if the original box, price tags, or other packaging elements are damaged.
- Or if in the unlikely event that the customer receives a defective or damaged product, they can request a replacement within 48 Hours of delivery by emailing support@twisoo.com with their order ID and a description and photo of the issue.
- Unboxing video is mandatory.
- The replacement will be provided for the same product, subject to availability. If the product is out of stock or unavailable, the customer can choose to receive a full refund or select an alternative product of equal value.
- Replacement is not applicable for products that are damaged due to customer mishandling or misuse.
Not Eligible for Return:
1) Cash On Delivery (COD) orders cannot be accepted for return unless received Defective or Damaged.
2) If Item or original packaging has been damaged.
3) If Item has been returned after 7 days.
4) If item belongs to the List of Non-Returnable Items. i, e. Teethers, Baby Milk Bottles, Water Sippers, Rattle Toys, Items Customised/ Personalized as per customer request.
5) Any consumable item which has been used or installed.
6) Products with tampered or missing serial numbers.
7) Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories.
8) Fragile items, hygiene related items.
Refund Policy:
- The item will be picked by Twisoo courier partners. We usually collect items within 24-48 hours from the date of return acceptance. The delivery of replacement usually takes 2-3 working days from when we have received and evaluated the product.
- The refund process will commence upon receipt of the product at our warehouse, following completion of all quality checks and verifications. Please allow up to 7 -10 working days for the refund to be processed.
- Please note that the shipping charges and COD charges are non-refundable.
- If the customer refuses the items at the time of delivery or if the order fails to be delivered due to customer negligence, a restocking fee of up to 20% along with shipping charges will be deducted from the refund amount. While you may have received free shipping with your order, it doesn't mean the actual shipping cost is zero. We always incur shipping charges, and free shipping is a promotional gesture extended to your order. If your order is refused, we will deduct the same courier charges from your refund.
- Refunds will be issued to the same method of payment used during the order placement. Bank account details may be requested in exceptional cases. Please ensure that all entered details are correct as we will not validate bank account numbers and are not responsible for funds transferred to unintended recipients.
- Rest assured that once you receive a confirmation email from us regarding your refund request, we will initiate the process and follow up with financial organizations. If there are any delays, please contact us and we will gladly assist you.
We reserve the right to refuse a refund or replacement request if the customer does not comply with the terms of our policy.
