Terms and Conditions

Last Updated : June 17, 2025

Welcome to TWYZ. These Terms and Conditions govern your use of our website and your purchase of any products offered on the site. By accessing or using our website  www.twyz.com.au (our site”), you agree to be bound by these Terms and Conditions.

Please read them carefully before making a purchase or using our services.

  1. General
    1. Acceptance of Terms: By accessing www.twyz.com.au or making a purchase, you agree to these Terms and Conditions, our Privacy Policy, and any other policies referenced herein.Eligibility: You must be at least 18 years old or have the consent of a parent or guardian to use our website and services.
    1. Changes to Terms: TWYZ reserves the right to update or modify these Terms and Conditions at any time without prior notice. Changes are effective immediately upon posting on our website.
  2. Products and Pricing
    1. Product Availability: All products are subject to availability. We reserve the right to discontinue any product or change its specifications without notice.
    1. Pricing: All prices are listed in USD (unless otherwise stated) and are subject to change without notice. Prices include applicable taxes unless otherwise specified.
    1. Accuracy of Information: We strive to ensure that all product descriptions, images, and prices are accurate. However, errors may occur, and we reserve the right to correct any inaccuracies or cancel orders affected by such errors.
  3. Orders and Payment
    1. Order Acceptance: All orders are subject to acceptance by TWYZ. We reserve the right to refuse or cancel an order for any reason, including but not limited to product availability, pricing errors, or suspected fraudulent activity.
    1. Payment: We accept major credit cards, PayPal, and other payment methods as listed at checkout. Payment must be received in full before an order is processed.
    1. Order Confirmation: Upon placing an order, you will receive an email confirmation. This does not guarantee stock availability but confirms that we have received your order.
    1.  If you decide to use AfterPay to make your payment, you acknowledge and accept that you are responsible for any fees or other costs that AfterPay may impose on you.
  4. Shipping and Delivery
    1. Shipping: We offer shipping to various locations as outlined on our Shipping Policy page. Shipping costs and estimated delivery times are provided at checkout.
    1. Delivery Times: Estimated delivery times are not guaranteed and may vary due to factors beyond our control, such as customs delays or carrier issues.
    1. Lost or Damaged Shipments: TWYZ is not responsible for lost or damaged shipments once they have been dispatched. Please contact the carrier or file a claim with them directly.
  5. Returns and Refunds
    1. Return Policy: We accept returns within 30 days of delivery for eligible items, subject to our Returns Policy. Items must be unworn, unwashed, and in their original condition with tags attached.
    1. Refunds: Refunds will be processed to the original payment method within 7-10 business days of receiving the returned item. Shipping costs are non-refundable.
    1. Exclusions: Sale items, underwear, and custom products are final sale and not eligible for return unless faulty.
  6. Faulty products
    1. Reporting a Faulty Product

If you receive a product that you believe is defective, damaged, or does not meet the consumer guarantees under the Australian Consumer Law (ACL) (i.e., it’s “faulty”), please reach out to our Customer Care team as soon as possible. We’ll guide you through the return process and work to resolve the issue quickly. To help us assess the problem, we may ask you to provide photos of the damage or defect and additional details about your concern.

Remedies for Faulty Products

If we confirm the product is faulty, we will offer one of the following remedies, as appropriate under ACL:

  • Replacement: A new item sent to you, if available.
  • Repair: Repair of the item, if feasible.
  • Refund: Full refund to your original payment method (e.g., credit card, PayPal).
    • For major faults (e.g., the product is significantly defective or unusable), you may choose your preferred remedy (replacement, repair if possible, or refund) as per ACL rights. If the product is not deemed faulty or you’re not entitled to a remedy under ACL, we’ll contact you to discuss whether you’d like the item returned to you at your cost or disposed of.
    • What Is Not Considered Faulty: A product is not considered faulty if, in our reasonable assessment, it has become unsatisfactory after purchase due to:
      • Normal wear and tear.
      • Misuse or failure to follow care instructions (e.g., improper washing of delicate fabrics).
      • Abnormal use or lack of reasonable care.
  • Change of Mind Returns Policy
    • Eligibility for Change of Mind Returns

In addition to your rights for faulty products (as outlined in our Faulty Product Returns Policy), you may return products that meet the conditions of our Change of Mind Returns Policy and follow our Returns Process, both available on our website.

Costs Associated with Change of Mind Returns

For change of mind returns, we will not refund:

  • Any delivery fees paid at purchase for shipping the product to you.
    • The cost of packaging or shipping used to return the item to us.
    • If we determine, in our reasonable judgment, that the return does not comply with our Change of Mind Returns Policy, we will contact you to arrange for the product to be returned to you at your expense, covering shipping costs both to and from us.
    • Monitoring Returns

We track return frequency and value to ensure security and prevent fraud or abuse. If we observe unusually high return rates or values, we reserve the right to suspend or close your account or restrict your ability to place future orders.

Online Accounts

8.1 Account Registration

To use certain features of our website, such as creating wish lists, you must create an account with us (“Account”). To register, you need to provide accurate and up-to-date personal information, including your full name, address, and a valid email address. You may only register one Account, and you must be at least 18 years old to create an Account.

  • Account Security

You are responsible for keeping your Account username and password confidential. We assume that anyone accessing your Account with your login details is you. To protect your privacy, always log out after using our website, especially on shared or public devices, as these may not automatically end your session. Failure to log out could allow others to access your Account and personal information.

  • Unauthorized Use

You must not use another person’s Account without explicit permission from both us and the Account owner. If you suspect unauthorized access to your Account or believe your password is no longer secure, contact our Customer Care team immediately and take steps to secure your Account, such as updating your password.

  • Responsibility for Account Activity

To the extent allowed by law, you are fully responsible for all activities on your Account, including any orders placed through it. Ensure your login details remain secure, as we are not liable for unauthorized activity resulting from your failure to protect your Account information. We may report any fraudulent, abusive, or illegal activity to the appropriate authorities.

Twyz Rewards Credit

9.2  Application of Reward Credit

Reward credits are added to the Account associated with the email address used to place your order. These credits cannot be transferred to another Account. We will distribute reward credits proportionally across all items in an order.

9.2 Validity and Restrictions

Reward credits are valid for 12 months from the date they are issued. Any unused credit balance after this period will expire and cannot be used. Reward credits do not earn interest and cannot be redeemed or refunded for cash at any time. If you receive reward credit as part of a cancellation or return and use it to purchase additional items, any subsequent returns or cancellations for those items will also be refunded as reward credit, not cash, in accordance with our return policies.

  1. Promotions and Discounts
    1. promotional Offers: TWYZ may offer discounts, promo codes, or special offers. These are subject to specific terms and cannot be combined unless explicitly stated.
    1.  Exclusions: Some products may be excluded from promotions, and we reserve the right to modify or cancel offers at any time.
    1.  Promotion and vouchers condition
      Gift Vouchers vs. Gift Cards

Please note that “Gift Vouchers” are distinct from “Gift Cards” or “e-Gift Cards.” This policy applies only to Gift Vouchers, not Gift Cards or e-Gift Cards.

  1. Using Promotional Codes and Vouchers

We may offer Promo Codes, Coupons, or Gift Vouchers for specific online purchases, as indicated by us. It’s your responsibility to review the terms of each voucher or code, which may include:

  • Restrictions on eligible products or product categories.
  • Minimum spend requirements.
  • Applicability to specific customer groups.
  • Validity periods or expiration dates.
    • Payment Shortfalls

If a voucher or store credit doesn’t cover the full cost of an order, you can pay the remaining balance using an accepted payment method, such as a credit card, PayPal, Afterpay, or Gift Card, where applicable.

  1. Exclusions and Limitations

Unless otherwise stated, the following conditions apply to vouchers, store credits, and promotional codes:

  • Non-redeemable for cash: Vouchers, store credits, and codes cannot be exchanged for cash or used to purchase Gift Cards, sale/discounted items, or third-party products (e.g., event tickets).
  • Not combinable: Vouchers, store credits, and codes cannot be used with other offers or additional codes unless explicitly allowed.
  • No residual credit: If an order’s value is less than the voucher or code’s value, no refund or remaining credit will be issued. For orders exceeding the voucher or code’s value, you may cover the difference with another accepted payment method (but not another voucher or code).
  • Pro-rata application: We apply vouchers or codes proportionally across eligible items in an order to calculate the final price. If you return an item purchased with a voucher or code, we will refund only the final price paid for that item.
  • Monitoring misuse: We monitor the use of vouchers, codes, and store credits for fraud or abuse and reserve the right to deactivate them or block any user not complying with these terms.

Gift Cards

  1. Purchasing and Redeeming Gift Cards

    Gift Cards can be purchased on our website and redeemed online, subject to the specific terms outlined on the Gift Card itself.

    1. Validity and Expiry

    Gift Cards are valid for 24 months from the date of issue or until the balance reaches zero, whichever comes first. Any remaining balance after expiry cannot be used and will be forfeited.

    1. Security and Restrictions

    Treat Gift Cards like cash. We are not responsible for replacing or refunding lost or stolen Gift Cards. Gift Cards cannot be:

    • Exchanged for cash (in whole or part).
    • Reloaded or topped up.
    • Used to purchase other Gift Cards. The Gift Card value includes GST.
      • Using Gift Cards

    Gift Cards are partially redeemable, meaning any unused balance can be applied to future purchases until the card expires. The balance does not earn interest and cannot be redeemed or refunded for cash. Follow the instructions provided with your Gift Card to use it. You may use multiple Gift Cards for a single order and combine them with one voucher or promo code per order. If the Gift Card balance doesn’t cover the full order amount, you can pay the difference using another accepted payment method (e.g., credit card, PayPal, Afterpay).

    1. Security Checks: We may conduct security checks on Gift Card purchases, which could extend processing or delivery times. These checks are essential to protect our Gift Card program. If we suspect fraudulent activity related to a Gift Card, we may delay or refuse redemption until we confirm no fraud has occurred.
      1. Residual Credit: If your order total is less than the Gift Card’s value, the remaining balance will be saved to your Account for future purchases until the card expires. This residual credit cannot be redeemed for cash.
      1. Policy Changes: We may update these Gift Card terms at any time and will provide at least 14 days’ notice by posting changes on our website. If you contact us within this notice period and do not accept the changes, you may request cancellation of your Gift Card, and we will refund any remaining balance.
    2. Intellectual property
      1. Ownership: All content on www.twyz.com.au, including logos, images, text, and designs, is the property of TWYZ or its licensors and is protected by copyright and trademark laws.
      1. Use Restrictions: You may not reproduce, distribute, or use any content from our website without prior written permission from TWYZ.
    3. User Conduct
      1. Prohibited Actions: You agree not to use our website for any unlawful purpose, to post false or misleading information, or to interfere with the website’s functionality.
      1. Account Responsibility: You are responsible for maintaining the confidentiality of your account information and for all activities under your account.
    4. Fraud Protection
      1. Fraud Prevention Measures: To safeguard you and our business from fraudulent orders and payments, we actively monitor transactions. A member of our team may contact you directly as part of our fraud protection process to verify your order.
      1. Order Verification: If we suspect an order may be fraudulent, we will delay dispatching your products until we have confirmed the cardholder’s identity and completed our Fraud Protection Process.
      1. Reporting Suspected Fraud: If you believe you’ve been a victim of fraud, please contact our Fraud Protection Officer by emailing [support email, e.g., support@yourboutique.com.au]. Use the subject line “ATTN: Fraud Protection Officer” to ensure your message is prioritized and escalated promptly.
    5. Limitation of Liability
      1.  No Warranty: Products and services are provided “as is” without warranties of any kind, either express or implied.
      1.  Liability Cap: TWYZ’s liability for any claim arising from your use of our website or products shall not exceed the amount paid for the product or service in question.
      1.  Indemnity: You agree to indemnify TWYZ against any claims, damages, or losses arising from your breach of these Terms and Conditions.

    Privacy

    Your personal information is handled in accordance with our Privacy Policy, available at www.twyz.com.au/privacy-policy.

    Governing Law

      These Terms and Conditions are governed by the laws of Australia. Any disputes arising from these terms will be resolved in the courts of Australia.

      Contact Information

        For questions, concerns, or complaints, please contact us at:

        • Email: hello@twyz.com.au

        By using our website, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. Thank you for shopping with TWYZ!

        Last updated: June 17, 2025