Refund and Return Policy

Effective Date: December 30, 2024

At Twinytopin, we are dedicated to providing you with high-quality art prints and ensuring your satisfaction with every purchase. We understand that occasionally you may need to return or exchange a product, and we have created a clear, fair, and straightforward Refund and Return Policy. This comprehensive policy details the conditions under which returns are accepted, and how refunds and replacements are processed. Please carefully review this policy before making a purchase. By making a purchase you agree to be bound by these terms.

Eligibility for Returns

You may be eligible for a return under the following conditions:

  • Damaged or Defective Items: If your art print arrives damaged or has a manufacturing defect, you may request a return or replacement. Please contact us within 14 days of receiving your order and provide clear photos or videos documenting the damage or defect. If possible, please include photos of the original packaging.

  • Incorrect Items: If you receive an item different from what you ordered, you may request a return or replacement. Please contact us within 14 days of receiving your order and provide documentation demonstrating receipt of the incorrect item.

  • Non-Satisfaction: If you are not fully satisfied with your purchase for reasons other than the above (e.g., change of mind, not as expected), you may request a return for a refund, subject to a restocking fee. This type of return must be initiated within 30 days of receiving your order. The product must be unused, in its original condition, and packaged securely for return shipping. This includes all original packaging, tags, and accompanying information.

Non-Returnable Items

The following items are not eligible for return:

  • Personalized or Custom-Made Items: Art prints that have been customized to your specific requirements, including custom sizes, personalized text, design modifications or other personalization, are not returnable unless they are damaged or defective upon arrival.

  • Items Damaged Due to Improper Handling: Items that have been damaged due to misuse, negligence, or improper handling by the customer, including exposure to extreme environmental conditions such as moisture, excessive heat, or humidity, are not eligible for return.

  • Items Not in Original Condition: Items that have been used, altered, or returned without their original packaging are not eligible for return, unless damaged or defective upon arrival.

  • Clearance or Sale Items: Items purchased as part of a clearance or sale event may not be returnable, unless damaged or defective upon arrival. Any such limitations will be clearly stated at the point of purchase.

  • Digital Products: Downloadable digital products are non-refundable.

How to Initiate a Return

To initiate a return, please follow these steps precisely:

  1. Contact Us: Within the specified return period (14 days for damaged or incorrect items, 30 days for non-satisfaction returns), contact us via email at info@twinytopin.com or call us at 580-222-3489 to notify us of your intent to return an item. Provide your order number, the reason for your return, and clear photos or videos of the damaged or defective item (if applicable).

  2. Receive Return Authorization: After reviewing your request and confirming your eligibility for return, we will provide you with a Return Authorization (RA) number and specific instructions on where to ship the item.

  3. Ship the Item: Carefully package the item to prevent damage during transit. Include the RA number on the package and ship the item to the address provided. We recommend using a reputable shipping carrier with tracking capabilities.

  4. Return Shipping Cost:

    • For damaged, defective, or incorrect items, we will provide a prepaid shipping label and will cover the return shipping costs.

    • For non-satisfaction returns, the customer will be responsible for paying the return shipping costs.

  5. Refund or Replacement: Upon receipt of the returned item and confirmation of its condition, we will process your refund or replacement within 10 business days. You will receive confirmation when your refund is processed or your replacement item has been shipped.

Refunds

Refunds will be issued using the original method of payment used for the purchase, unless we have mutually agreed upon an alternative. Please allow several business days for the refund to appear in your account, depending on your bank or payment provider. For non-satisfaction returns, we may deduct a restocking fee, usually 15% of the purchase price, to cover processing and restocking costs.

Replacements

If you have requested a replacement, we will ship a new item to you as soon as possible after receiving the returned item. If the original item is no longer in stock, we will work with you to find a suitable replacement or offer a full refund. We will keep you updated on the status of your replacement or refund.

Exchanges

Currently, we do not offer direct exchanges. If you wish to exchange an item for a different one, please initiate a return of the original item for a refund, then place a new order for the desired item, which will ensure that you receive proper credit for the returned item.

Additional Terms

  • Twinytopin reserves the right to refuse a return if the item is not returned in accordance with this policy, including the conditions specified herein.

  • We strongly advise that you insure your return shipment as we are not responsible for lost or damaged returned packages. We also recommend that you retain the tracking information for your return package until it has been fully processed.

  • Refunds will only be credited back to the original payment method that was used to make the purchase.

  • We are not responsible for lost or stolen packages once they are confirmed as delivered by the shipping carrier.

Policy Updates

We may update this Refund and Return Policy from time to time. We will post any changes on our website, and your continued use of our website signifies that you accept the current terms.

Contact Information

If you have any questions or concerns regarding our Refund and Return Policy, please contact us: