Returns and Refunds Policy

We understand that sometimes a purchase may not meet your expectations. This Return and Refund Policy outlines the process for returning items purchased from twinehaven.com. Please read through the policy carefully to ensure a smooth return experience.

Return Eligibility

To be eligible for a return, items must be unused and in their original packaging. You must request a return within 30 days of receiving your order. If the item has been opened or used, it may not be eligible for a return. We reserve the right to refuse returns that do not meet these criteria.

How to Initiate a Return

To initiate a return, you must send an email to [email protected]. In your email, include your order number, the item(s) you wish to return, and the reason for the return. We will respond with instructions on how to proceed. Please ensure that you provide accurate information to avoid delays in processing your return.

Return Shipping Costs

Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. If you choose not to use a trackable service, we cannot guarantee that we will receive your returned item. Keep your shipping receipt until the return is processed.

Refund Process

Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria. If approved, we will process your refund within 7-10 business days. The refund will be issued to the original payment method used for the purchase. Please note that it may take additional time for your bank or credit card company to process the refund and reflect it in your account.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, you must return the original item and place a new order for the desired item. Follow the return process outlined above to return your original purchase. Once the return is processed, you can place a new order through our website.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of receiving your order. Include photos of the damage or defect in your email to [email protected]. We will assess the situation and may offer a replacement or refund based on our evaluation. Timely communication is essential to resolve these issues effectively.

Contact Information

If you have any questions or concerns regarding our Return and Refund Policy, please reach out to us via email at [email protected]. We are here to assist you and ensure that your experience with twinehaven.com is satisfactory. Your feedback is important to us, and we strive to address any issues promptly.