Return and Refund Policy
Our team diligently test and check each individual product in our Twinspirations range, prior to posting. In the unlikely event that you have received an incorrect item, or an item is deemed as faulty, please contact us within 5 days of receiving your product via email Info@twinspirations.com.au or call the phone number in your order package. Twinspirations has the right to inspect the item to check if the item is faulty or faulty from misuse. Please include your order number and original proof of purchase when emailing. Please give us a chance to make this right.
Please be aware the grain in our wooden products may have a slight variation to those pictured. This is not a fault and cannot be deemed as a faulty item. Colours of beads may vary slightly due to the differences in screens, this is not a fault and cannot be deemed as a faulty item.
Due to the customisation and handmade nature of our products, these products are not able to be refunded or exchanged. Please double check all spelling and customisable requests for each item before checkout to make sure it is all correct. Any questions about the order process, please email us prior to ordering.
For items that are not customisable or personalised and you have changed your mind, we offer a store credit for you to return the item and choose another colour/style. Please contact us within 5 days of receiving your order if you wish to start an exchange.
For an exchange, due to hygienic reasons, the item must be in its original- as new condition, in the original packaging, with any tags/ labels still attached to the item. We are unable to accept a return or exchange if the item appears to have been taken out of the packing and/ or appear to have been used or washed. We only offer change of mind exchanges to products that are not customisable and not personalised. The item must be in the post within 10 days of commencing your exchange.
Our returns policy is 5 days and once this time has passed, we will no longer accept any returns or exchanges, for any reason. Please contact us within 5 days of receiving your product.
If a store credit is issued for a change of mind purchase, this will only include the price of the product that is being returned, at its purchased price. Twinspirations does not credit postage fees. It is the customers responsibility to pay for postage/ shipping to send the item back to us, as well as, to have the change of item sent back to them.
Please note; items that are from a "sale" or "pre-ordered" or "samples" are final and not able to be returned or exchanged.
If the item does not meet the conditions of this policy, no store credit will be given, and the product will be returned to you, at your expense. Please note: the customer is responsible for the cost and risk of the item being returned to us, including shipping/postage costs. If the item is not received by Twinspirations, the customer will not be eligible for a store credit.
