Return Policy

At twinspooll, we are confident in our products and committed to providing our customers with the advanced product on the market. We want you to be 100% satisfied with the products you buy from twinspooll.

 

HOW DO I RETURN AN ITEM?

If you check that there is a fault with an item or wrong item you have received, please contact us within 30 days from receiving your order.

 

Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

Returned items must be in original packaging, including any accessories, manuals, and documentation.

Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange.

Non-returnable items include damaged products through customer mishandling.

Returns made without a receipt may be refused.

 

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a faulty unit or the wrong product? Simply not satisfied with your order?

Please contact our Customer Support team to start the return process. Please include the following information:

 

  • Order number
  • Proof of purchase(Order Summary)
  • Video or photo of the faulty product

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product. If return or refund is required for this reason, the original freight and return freight shall be borne by us.

 

WHEN I CAN RECEIVE MY REFUND?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Your refund will deduct the original shipping cost. At the same time, you need to bear the return shipping cost, except for damaged packages.

 

WHO IS RESPONSIBLE FOR THE SHIPPING COSTS?

If the product is not usable, due to our fault (such as size, improper damage or quality problems), we will bear the freight for replacement and rescheduling of the returned product and the return, but if you purchase the product by mistake or error, you will have to bear the freight for the original shipping and return.