RETURNS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, email our customer service team at info@toptwig.com stating your name, shipping address and proof of purchase (order id). If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
BEFORE DISPATCH
If, for any reason, you wish to change or cancel your order prior to the product(s) having been dispatched you must send us an email to info@toptwig.com stating your order number/ID, name, contact details and product name. Please note that you are not obliged to state any reason(s) should you want to cancel your order(s) and demand a refund (if you have been charged). In the event that your order has already been dispatched, please return your order once received in accordance with our Returns Policy down below.
AFTER DISPATCH
We hope that you will be delighted with your order. However, if you wish to return the product(s), you have the right to return your order for a full refund within 30 days, without providing any justification, even if the product is not defective. Your rights are subject to the conditions listed below.
Your cancellation period will expire after 30 days after the days on which you (or a person on behalf / indicated by you) acquire delivery of the product(s). If your order is in numerous consignments, the 30 days will count on the day if you (or somebody indicated / on behalf of you) receive delivery of the final product(s).
Your right to return your order does not apply to goods:
- Made to your specification (i.e. customised)
- Where the good(s) is sealed and/or unsuitable for return due to hygiene reasons or health protection, if they become unsealed after delivery.
You must inform us of your decision to cancel your order by providing us Order ID, name etc. as stated above prior to the termination of the cancellation period by email to info@toptwig.com
You must return the product(s) to us without undue delay in any event within 14 days of informing us with reference to your decision to cancel.
You must return the product(s) in suitable packaging to ensure it reaches us in robust condition. Moreover, in order for the product(s) to reach us in good condition in accordance with our terms We strongly recommend you use the original packaging you received the product(s) in due for return.
Please note, all refunds will be made in the original payment method used.
EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@toptwig.com
Returns & Refunds
BEFORE DISPATCH
If, for any reason, you wish to change or cancel your order prior to the product(s) having been dispatched you must send us an email to info@toptwig.com stating your order number/ID, name, contact details and product name. Please note that you are not obliged to state any reason(s) should you want to cancel your order(s) and demand a refund (if you have been charged). In the event that your order has already been dispatched, please return your order once received in accordance with our Returns Policy down below.
AFTER DISPATCH
We hope that you will be delighted with your order. However, if you wish to return the product(s), you have the right to return your order for a full refund within 30 days, without providing any justification, even if the product is not defective. Your rights are subject to the conditions listed below.
Your cancellation period will expire after 30 days after the days on which you (or a person on behalf / indicated by you) acquire delivery of the product(s). If your order is in numerous consignments, the 30 days will count on the day if you (or somebody indicated / on behalf of you) receive delivery of the final product(s).
Your right to return your order does not apply to goods:
- Made to your specification (i.e. customised)
- Where the good(s) is sealed and/or unsuitable for return due to hygiene reasons or health protection, if they become unsealed after delivery.
You must inform us of your decision to cancel your order by providing us Order ID, name etc. as stated above prior to the termination of the cancellation period by email to info@toptwig.com
You must return the product(s) to us without undue delay in any event within 14 days of informing us with reference to your decision to cancel.
You must return the product(s) in suitable packaging to ensure it reaches us in robust condition. Moreover, in order for the product(s) to reach us in good condition in accordance with our terms We strongly recommend you use the original packaging you received the product(s) in due for return.
Please note, all refunds will be made in the original payment method used.
FAULTY PRODUCTS
Any product(s) We send you should meet its description on the Site and be fit for purpose. If, for any reason, a Product is faulty and inaccurately reflects the description written on the Site at the time you placed your Order, please contact the Specialist Team immediately at info@toptwig.com with your order number.
For faulty Products, We will refund the purchase price within 14 days of receiving the product.
Please be aware that we do not refund any costs incurred by you in returning the Product via mail.
We strongly advise you to retain the proof of postage. Please be informed that we must receive the product(s) prior to refunding the original payment method used.
EFFECTS OF CANCELLATION
If you cancel your Order, we will reimburse you all payments through the original payment method, provided you have expressly agreed otherwise; in any event, you will not receive any fees as a result of such reimbursement. However, we do not refund any cost of deliveries should you want to return the product(s).
We will refund you without undue delay and no later than 14 business days counting from the day we receive back the products shipped to you.