TWYZ Refunds and Returns Policy

At TWYZ, we strive to ensure our customers are completely satisfied with their purchases. This Refunds and Returns Policy outlines the process for returning products and requesting refunds. Please read this policy carefully before making a purchase.

1. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• The product must be returned within 15 days of the purchase date.
• The product must be unused, in its original condition, and in its original packaging.
• You must provide proof of purchase (e.g., order confirmation email or receipt).
• Certain products, such as personalized items, swimwear, hygiene products, headwear, drink bottles, cosmetics, jewellery or digital downloads, are non-returnable unless faulty or damaged.

2. Return Process

To initiate a return, please follow these steps:

1. Contact Us: Email our customer support team at contact@twyz.com.au within 30 days of purchase to request a Return Merchandise Authorization (RMA) number.
2. Package the Item: Securely package the product in its original packaging, including all accessories and documentation. Clearly include the RMA number on the package.
3. Ship the Item: Return the product to the address provided by our support team. Customers are responsible for return shipping costs unless the return is due to a TWYZ error (e.g., wrong or defective item).
4. Inspection: Once received, we will inspect the returned item to ensure it meets our return eligibility criteria.

3. Refunds

• Approved Refunds: If your return is approved, we will process a refund to your original payment method within 7-10 business days of receiving the returned item. The refund will include the purchase price of the item, excluding any shipping fees unless the return is due to a TWYZ error.
• Non-Refundable Items: Shipping costs, gift wrapping fees, and certain non-returnable items are not eligible for refunds.
• Faulty or Damaged Products: If you receive a faulty or damaged product, please contact us within 7 days of receipt. We will arrange a replacement or full refund, including return shipping costs, at no additional charge. Failure to contact within 7 days may result in no refund.

4. Exchanges

• We offer exchanges for the same product in a different size or colour, subject to availability. To request an exchange, follow the return process outlined in Section 2 and indicate your preference for an exchange. Please note that shipping cost do apply.

5. TWYZ Credit

• At your request, we can issue store credit instead of a refund for eligible returns. Store credit is valid for 12 months from the date of issuance and can be used for any purchase on our website.

6. International Returns

• For international orders, customers are responsible for return shipping costs, customs duties, and taxes unless the return is due to a TWYZ error. Please contact us for specific instructions before returning an international order.

7. Contact Us

If you have any questions about our Refunds and Returns Policy, please reach out to us:

• Email: contact@twyz.com.au

This policy is effective as of June 17, 2025, and may be updated periodically. We recommend reviewing it before making a purchase.

Thank you for shopping with TWYZ!