Return & Refund Policy
Last updated: December 22, 2023
At Twopins Home, ensuring your satisfaction with our custom home decors is our top priority. We are committed to providing a clear and fair Return & Refund Policy. Please read the following guidelines to understand our procedures:
1. Reach Out to Twopins Home
Should you encounter any issues with your purchase or have inquiries about our products, we encourage you to connect with our dedicated Twopins Home service team. Our goal is to assist you and work towards finding a satisfactory solution tailored to your specific needs.
- Email: [email protected]
- Web: Visit the Contact page on twopinshome.com and complete the provided form.
- Social Media: Locate us on Facebook or Twitter under the username [twopins].
- WhatsApp: Reach us via WhatsApp at [+8613484083297].
2. General Policies
Refunds are offered under the following conditions:
- Quality Concerns: In the event of quality issues affecting the intended use of your custom home decors.
- Within 7 Days: Requests for refunds must be submitted within 7 days from the date of payment.
Partial refunds are available under various circumstances:
- 80% Refund: Within 7 days after payment but before production commences.
- 50% Refund: While items are in production but not yet completed.
- 20% Refund: When items are ready for shipping but have not been dispatched.
- 0% Refund: After items have been shipped out.
- 0% Refund: If delivery failure results from buyer-related issues such as incorrect address, phone number, or an inability to be reached via email or phone.
3. Items that Can’t be Returned
It’s important to note that Twopins Home does not accept returns for custom-made items. Our commitment to delivering personalized products means that returns are not possible, as each piece is crafted exclusively for you.
4. Track Your Refund
To monitor the status of your refund:
- Navigate to “Your Orders” on our website.
- Select “View Refund Status” next to the relevant order.
5. Time for Refund
After issuing your refund, the funds will be returned to the original account used for payment. Please be aware that financial institutions may require additional time to make the funds available in your account.
Refunds typically take 3 to 5 business days to appear in your account after processing.
6. Cancellation Policy
Twopins Home retains the right to cancel a transaction under the following circumstances:
- Non-Payment: If the buyer fails to complete the payment.
- Mutual Agreement: If both the buyer and Twopins Home agree to cancel before shipment, a full refund will be issued.
- Refusal of Service: If Twopins Home decides to refuse service, a full refund, including shipping, will be provided if applicable.
- Non-Receipt: If the buyer did not receive the ordered item(s) despite proof of shipping, a refund will be issued (shipping refund is optional).
- Return Agreement: If the buyer and Twopins Home agree on returning an item, and Twopins Home has received the returned item, a refund will be issued (shipping refund is optional).
7. Cancellations Guidelines
- The order must meet one of the above criteria.
- The buyer has not yet received the item (received orders are not eligible for cancellation).
- Twopins Home issues a full refund, except where mentioned otherwise.
We trust that this policy provides clarity on our approach to refunds, returns, and cancellations. Your satisfaction remains our utmost priority, and we are dedicated to ensuring a seamless shopping experience at Twopins Home.