Refund policy
Effective Date: 01 November 2025
Last Updated: 01 November 2025
At Twone, we value the trust customers place in our brand and the products we offer. Each item we create undergoes careful quality checks, design consideration, and packaging oversight to ensure that it reaches you in excellent condition. While we strive to deliver products that meet your expectations, we understand that there may be situations where you may wish to request an exchange. This Refund & Return Policy has been created to provide complete clarity on how such requests are handled, the conditions under which they can be processed, and your responsibilities as a valued customer. This Policy is designed to be transparent, detailed, and customer-friendly while maintaining fairness and operational feasibility.
Twone follows a consistent and clear approach regarding post-purchase resolutions. We do not provide refunds of any kind—neither full, partial, nor monetary reimbursements. All resolutions are provided strictly in the form of exchanges, and only when the returned product fully meets the eligibility criteria described in this Policy. Our intention is to ensure smooth operations, prevent misuse of return systems, and encourage informed purchasing decisions while offering customers the flexibility to exchange products when genuinely required.
1. Overview and Purpose of This Policy
The primary purpose of this Policy is to outline how Twone handles return-related requests and the framework used to approve exchanges. This Policy applies exclusively to purchases made on www.twone.in. Any orders placed through offline events, promotional stalls, or third-party marketplaces are not covered under this Policy. By making a purchase through our website, you acknowledge that you have read, understood, and agreed to all the terms mentioned herein. Twone reserves the right to modify or update this Policy without prior notice; however, the latest version will always be made available on our website.
2. Eligibility Conditions for Exchange
Twone accepts exchange requests only when the product being returned is in pristine, unused, and undamaged condition. Customers must ensure that the item is returned exactly as received. This means the product must remain unworn, unwashed, and free from any stains, fragrances, cosmetics, deodorants, or signs of wear. The fabric, stitching, prints, and overall structure of the garment must remain intact and unaltered. All product tags, accessory elements, labels, and original packaging— including transparent sleeves, branded covers, safety bags, and other materials—must be returned without tampering.
Exchange requests must be initiated within seven days of the delivery date as recorded by the courier service. Requests raised beyond this seven-day window unfortunately cannot be accommodated due to hygienic, operational, and logistical constraints. Customers are strongly advised to review the product immediately upon delivery to ensure that it meets expectations.
Additionally, the exchange request must include valid proof of purchase, such as the original order ID, invoice copy, digital payment receipt, or order confirmation email. Twone cannot process any exchange if a customer is unable to verify the purchase details.
3. Products Not Eligible for Exchange
For reasons of hygiene, safety, and product integrity, certain product categories cannot be exchanged under any circumstance. These include items such as innerwear, lingerie, swimwear, masks, socks, and accessories like caps, headgear, and any product that comes into close contact with skin or hair. Customised products, personalised designs, or items created exclusively for a customer’s specific requirement are also non-exchangeable. Products that were purchased during clearance sales, seasonal promotions, discount events, or marked as “final sale,” “non-returnable,” or “not eligible for exchange” on the website are not covered under this Policy.
Any product that shows signs of alteration, modification, or attempted self-repair will also be deemed ineligible. Twone reserves complete discretion to classify items as non-exchangeable if they do not meet hygiene or policy compliance standards.
4. Process for Initiating an Exchange
Customers who wish to request an exchange must write to us at contact@twone.in within seven days of receiving the product. The request should clearly mention the order ID, customer name, registered mobile number, and the specific reason for the exchange. If the product appears defective, damaged, or incorrect, customers must also provide clear photographs or videos showing the issue. This visual documentation allows our support team to verify the concern before approving the exchange request.
Once the exchange request is reviewed, Twone will send an email explaining the next steps, including the return address. Customers must ensure they carefully package the product before shipping it back to us. Twone does not currently offer pick-up or doorstep collection for returns. Customers are solely responsible for shipping the product back to our warehouse using a reliable courier service and bearing the associated shipping costs. Twone strongly recommends using a tracked shipping method and retaining the tracking number until the return is confirmed as delivered.
5. Customer Responsibility for Return Shipping
All costs associated with returning a product to Twone for exchange are to be borne by the customer. Twone will not arrange or pay for courier pickup, return shipping, packaging, or handling charges. Additionally, Twone is not responsible for delays, transit damage, tampering, or loss of parcels sent back to our warehouse. Customers are encouraged to take sufficient precautions while packaging the product, as any damage caused during transit may result in the exchange request being rejected. Twone will notify customers once the returned item has been successfully received and logged into our system.
6. Exchange Approval and Processing
Upon receiving the returned product, Twone conducts a thorough multi-step quality inspection. Our team checks whether the product matches the original order, whether it remains unused and unwashed, whether the fabric and stitching remain intact, whether the product tags are present, and whether the item meets the hygiene and quality standards outlined in this Policy. Only when a product successfully passes each stage of the inspection will the exchange be processed.
Exchanges are primarily offered for size adjustments or when the customer prefers the same product in a different size or colour—subject to availability. Twone allows only one exchange per order, meaning a product that has already been exchanged once cannot be exchanged again. In situations where the requested size or colour is out of stock, Twone may provide store credit or suggest an alternative product, depending on internal guidelines. However, customers must note once again that Twone does not issue refunds in any form, including cash, bank transfer, credit card reversal, or wallet refund.
7. Damaged, Defective, or Incorrect Deliveries
Twone takes great care during packaging and dispatch, but in rare circumstances, if you receive a product that appears damaged, defective, or different from what you ordered, we request that you contact us immediately at contact@twone.in. Such cases must be reported within seven days of delivery, along with clear pictures or videos of both the outer packaging and the product itself. Once our team verifies the issue, Twone will arrange an exchange or replacement, depending on product availability. All such cases are handled with priority to ensure customer satisfaction.
8. No Refund Policy
Twone follows a firm and transparent no-refund policy. Refunds are not offered for any reason, including but not limited to dissatisfaction with the product, size issues, last-minute change of mind, courier delays, or personal preference. We encourage customers to review the product description, size chart, model references, and images carefully before placing an order. In cases where an exchange request qualifies for approval but the requested size is unavailable, Twone may provide store credit or an alternate product option. However, monetary refunds will not be issued under any circumstance. Shipping charges, packaging fees, and service fees are also non-refundable.
9. Order Cancellation Policy
Because Twone begins processing orders immediately upon confirmation, we do not accept cancellations after an order has been placed. Customers are advised to review all product details, sizes, and order quantities before completing the checkout process. Once an order is processed, no modifications, alterations, or cancellations can be made.
10. Quality Checks and Inspection Standards
Every product returned to Twone is subject to strict quality control measures. Our team examines the product for signs of wear, usage, washing, odours, damage, missing labels, or tampering. Only those items that meet all quality criteria will be approved for exchange. If the product fails inspection, Twone will not process the exchange, and the original item will be shipped back to the customer at their expense. No refunds will be issued for items that fail quality checks.
11. Delays, Missing Updates, and Communication
If you have shipped a product back to us and have not received an acknowledgment within the expected timeframe, we encourage you to reach out to us using the tracking details of your courier. Twone cannot assist with exchange processing unless the parcel has been successfully delivered to our warehouse. Customers may contact us at contact@twone.in for assistance with unresolved or delayed exchange status. Our support hours and response time may vary on weekends and holidays.
12. Fair Use of the Exchange Policy
To maintain operational integrity, Twone monitors customer exchange behaviour to ensure that the Policy is not misused. Excessive exchange requests, fraudulent claims, repeated misuse of size-exchange options, or attempts to return used or damaged items may result in temporary suspension of exchange privileges or restrictions on future orders. Twone reserves the right to take necessary action if the Policy is found to be repeatedly exploited.
13. Company Rights and Exceptions
Twone reserves the right to deny exchange requests that do not comply with this Policy. The company may offer partial solutions, alternative products, or store credit based on availability and internal assessment. Twone also retains the right to modify, amend, or discontinue this Policy at any time without prior notice. Customers are encouraged to revisit this page periodically for the most recent version.
14. Contact for Exchange Assistance
If you require any help with an exchange, need clarification on eligibility, or have questions regarding this Policy, you may contact us through the following details:
Twone
Plot No.40, Venuwan Housing Society
Near Friends Colony, Katol Road
Nagpur, Maharashtra – 440013
Phone: +91 87937 06769
Email: contact@twone.in
Website: www.twone.in