Return, Replacement & Refund Policy

At Twaynez, we carefully inspect and pack products before dispatch. We want every customer to receive the correct product in proper condition.

1. Damaged, Defective or Wrong Product

If you receive a product that is damaged, defective, incorrect, or materially different from the product ordered, you may contact us for a replacement or refund, subject to verification and the conditions mentioned below.

2. Mandatory Unboxing Video

For any claim involving a damaged product, missing item, wrong product, defective product, tampered package, or any other issue with the delivered order, an uninterrupted unboxing video is required.

• The video should begin before opening the courier package.
• The courier package, shipping label, AWB/tracking details, and package condition should be clearly visible.
• The package should be opened continuously on camera.
• The product and its packaging should be clearly shown after opening.
• The video should clearly show any damage, defect, missing item, wrong product, or other issue.
• The video should not be edited, cut, paused, or otherwise manipulated.

3. Important Return Condition

Once the package has been opened without recording a proper continuous unboxing video, Twaynez may not be able to verify whether the issue occurred before, during, or after delivery.

Therefore, for claims relating to damage, wrong product, missing product, defective product, or other delivery-related issues, a valid unboxing video is required for the claim to be considered.

4. If You Receive a Damaged Package

If the outer package appears damaged, crushed, torn, wet, opened, tampered with, or otherwise suspicious, please record the condition of the package before opening it and continue recording throughout the unboxing process.

5. Reporting a Problem

Please contact us as soon as possible after delivery if you identify a problem with your order.

• Email: twaynezshop@gmail.com
• Phone: +91 75999 99574

Please provide your order number, photographs, and the complete unboxing video when submitting a claim.

6. Verification of Claims

All replacement and refund requests are subject to verification. We may review the unboxing video, photographs, order information, product condition, packaging condition, courier information, and other relevant details before approving a claim.

7. Replacement

Where a claim is approved, Twaynez may provide a replacement product, subject to product availability and the nature of the issue.

8. Refund

Where a refund is approved, the refund will generally be processed through the applicable payment method or payment gateway used for the original transaction, subject to the payment provider's processing timelines.

9. Situations Where Return or Refund May Not Be Accepted

• No valid unboxing video is available for a damage, wrong-product, missing-product, or delivery-related claim.
• The product has been used, altered, damaged, or mishandled after delivery.
• The product has been intentionally damaged or modified.
• The issue is caused by improper use, storage, cleaning, or handling by the customer.
• The product or packaging is incomplete or substantially different from the condition in which it was delivered.
• The claim is submitted with insufficient information or evidence to verify the issue.
• The issue does not qualify under our return, replacement, or refund conditions.

10. Cancellation

Order cancellation requests may be accepted before the order has been dispatched, subject to the status of the order. Once an order has been dispatched, cancellation may not be possible.

11. Refund Processing

Once a refund is approved, the applicable amount will be initiated through the relevant payment method or payment gateway. The time taken for the amount to reflect in your account may depend on the payment provider or banking institution.

12. Contact Us

For return, replacement, or refund assistance, contact:

• PARTH ENTERPRISE / Twaynez
• Email: twaynezshop@gmail.com
• Phone: +91 75999 99574
• Address: 10, Ram Nagar, Opp. Advin Diesel, 80ft Road, Rajkot, Gujarat, 360003, India