Effective Date: Apr 08, 2026
Applies to: All orders placed on twinedesigns.net (United States customers only)
📋 Policy Overview
| Aspect | Details |
|---|---|
| Eligible Countries | United States |
| Return Window | 30 days from delivery |
| Product Condition | New only (except defective items) |
| Accepted for Return | Both defective and non-defective products (conditions apply) |
| Exchanges | Accepted for defective, damaged, or incorrect products |
| Return Method | By mail |
| Return Label | Customer responsibility |
| Restocking Fees | No cost |
| Refund Processing Time | 5 days after approval |
🚚 Return Shipping Costs – WHO PAYS WHAT
⚠️ IMPORTANT: Return shipping costs depend on the reason for return. Review carefully before initiating a return.
| Return Reason | Who Pays Shipping | Return Label | Product Type |
|---|---|---|---|
| 🔴 Defective Product | 🆓 FREE – We Pay | Prepaid label provided | All products |
| 📦 Damaged in Transit | 🆓 FREE – We Pay | Prepaid label provided | All products |
| ❌ Wrong Item Shipped | 🆓 FREE – We Pay | Prepaid label provided | All products |
| 💭 Change of Mind | 💰 Customer Pays | Customer arranges shipping | Ready-made only |
| 🎨 Custom Product (No Defect) | ❌ Not Accepted | N/A | Custom/Personalized |
📦 Product Categories & Return Rules
🏪 Ready-Made Products
- ✅ Can be returned within 30 days
- 📦 Must be: unused, unopened, in original packaging
- 💸 Shipping cost: Customer pays (unless defective)
- 🔄 Exchanges: Accepted for defective items
- ⏰ Refund: Full refund if returned in new condition
🎨 Custom/Personalized Products
- ❌ CANNOT be returned unless defective
- ✅ Accepted ONLY if: manufacturing defect, damaged, or wrong specifications
- 🆓 Free return shipping if our fault
- 🔍 Photo evidence required for defect claims
- ⚠️ Customer errors (wrong spelling, colors, etc.) not accepted
🔄 Step-by-Step Return Process
Step 1: Contact Support
📞 Contact Information:
- Email: support@twinedesigns.net
- Phone: +1 725-237-9105
- Business Hours: Mon-Fri 9:00 AM – 6:00 PM CST
📋 Include in Your Request:
- Order number
- Reason for return
- Photos (if defective/damaged)
- Description of the issue
Step 2: Review & Approval (1 Business Day)
We review your request and determine:
- Eligibility based on our policy
- Return reason classification
- Shipping responsibility
Step 3: Return Instructions
If DEFECTIVE/DAMAGED/WRONG ITEM:
- ✅ FREE prepaid return label sent to you
- 📦 Pack item in original box with all accessories
- 📮 Drop off at designated carrier
If CHANGE OF MIND (Ready-made only):
- 💰 Customer pays return shipping
- 📦 Pack item in original box with all accessories
- 🚚 Use trackable shipping (UPS/FedEx/USPS)
- 📧 Email us tracking number
Step 4: Inspection & Refund
- 🔍 Inspection: Within 72 hours of arrival
- ✅ Refund processing: 5 business days after approval
- 💳 Refund method: Original payment method
- 📧 Notification: Email confirmation sent
❓ Frequently Asked Questions
Q: Do I get a free return label?
A: Only if the product is defective, damaged, or we shipped the wrong item. For change of mind returns on ready-made products, you pay return shipping.
Q: Can I return custom/personalized products?
A: Only if there’s a manufacturing defect, damage, or we didn’t follow your specifications. Customer errors (wrong spelling, colors you provided) are not accepted.
Q: When does the 30-day return window start?
A: From the date your order is marked “delivered” in the tracking system.
Q: What if I received a damaged item?
A: Contact us within 48 hours of delivery with photos. We’ll provide a free prepaid return label and full refund/replacement.
Q: Are there any restocking fees?
A: No, we don’t charge restocking fees for any eligible returns.
Q: What’s not covered?
A: Installation damage, normal wear and tear, minor color variations due to handmade processes, and custom orders without defects.
📞 Contact Information
Customer Support:
- Email: support@twinedesigns.net (24/7)
- Phone: +1 725-237-9105 (Mon-Fri 9:00 AM – 6:00 PM CST)
Business Address: 266 Cordelia Cove Ave Unit 113
Henderson, Nevada 89011-5594
United States
⚠️ Important Notes
Return Window
- Returns must be requested within 30 days from delivery date
- Late requests will not be accepted
Product Condition Requirements
- Items must be in new, unused condition
- Original packaging and all accessories required
- No signs of installation, modification, or wear
Custom Product Specifications
- Review your order carefully before confirming
- Provide accurate spelling, colors, and specifications
- Changes cannot be made after production begins
Transit Damage Reporting
- Report damaged shipments within 48 hours of delivery
- Take photos of damaged packaging and product
- Keep all original packaging materials
Lost Shipments
- Contact us if order hasn’t arrived within 8 business days
- Provide tracking information if available
🔄 Cancellation Policy
Order Cancellation
- Can be cancelled within 2 hours of placing order
- Or before production starts (whichever comes first)
- Custom/personalized items cannot be cancelled after production begins
Refund for Cancellations
- Full refund to original payment method
- Processing time: 3-5 business days
Policy Last Updated: Apr 08, 2026
Policy Version: 2.0
This policy is designed to align with Google Merchant Center requirements and provide clear expectations for all customers.