Exchange Policy

Our Exchange Policy

At Twims, we are committed to ensuring your satisfaction with every purchase. We understand that sometimes things don't go exactly as planned, and you might need to exchange an item. To make this process as smooth as possible, please carefully read our exchange policy outlined below.

Eligibility for Exchange:

We offer exchanges under the following specific circumstances only:

  • Damaged Pieces Upon Arrival: If you receive an item that is damaged, defective, or broken upon delivery, you are eligible for an exchange. To process claims for damaged pieces, a clear and complete unboxing video is compulsory.

  • Size Issues: If the size of the product you received is incorrect and does not match your order confirmation, you are eligible for an exchange for the correct size (subject to availability).

Timeframe for Exchange:

To be eligible for an exchange, you must notify us of the issue within 7 days of the delivery date. Any exchange requests made after this 7-day period will not be accepted.

Conditions for Exchange:

To ensure a smooth exchange process, please adhere to the following conditions:

  • Notification within 7 Days: You must contact our customer support team via    +91 9731941511 or support@twims.in within 7 days of receiving your order, clearly stating the reason for the exchange (damaged piece or size problem) and providing supporting evidence (if applicable).

  • Compulsory Unboxing Video (for Damaged Pieces): For all claims of damaged pieces upon arrival, you MUST provide a clear and complete unboxing video as evidence. This video must meet the following criteria:

    • It must start with the unopened package clearly showing the shipping label with your order details.

    • The entire process of opening the package and revealing the damaged item(s) must be recorded in one continuous shot, without any cuts, pauses, or edits.

    • The damaged area(s) of the product must be clearly visible in the video.

    • The packaging (both internal and external) should also be shown in the video.

      Exchange requests for damaged pieces will not be processed without a valid unboxing video that meets these criteria.

  • Original Condition and Packaging: The item(s) being exchanged must be returned in their original, unused, and undamaged condition, with all original tags, labels, accessories, and packaging intact. Items that show signs of wear, use, alteration, or damage (unless it was damaged upon arrival as reported and supported by the unboxing video) will not be eligible for exchange.

  • Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email or invoice, when requesting an exchange.

  • Availability of Replacement: Exchanges for size issues are subject to the availability of the correct size in our stock. If the desired size is unavailable, we may offer an alternative product of equal value or a store credit.

  • No Exchange for Other Reasons: Please note that we currently do not offer exchanges for reasons other than damaged pieces upon arrival or size problems. This includes but is not limited to, change of mind, preference of a different color or style, or minor variations in product appearance.

Exchange Process:

  1. Contact Customer Support: Within 7 days of delivery, contact our customer support team via +91 9731941511 or support@twims.in with your order details and a clear explanation of the issue (damaged piece or size problem). If the issue is a damaged piece, please mention that you have the unboxing video ready to be shared.

  2. Provide Unboxing Video (for Damaged Pieces): If your claim is for a damaged piece, our customer support team will provide instructions on how to securely share the unboxing video with us (e.g., uploading to a cloud service and sharing the link).

  3. Assessment and Approval: Our customer support team will assess your request and the provided evidence (including the unboxing video for damaged items). If your exchange request is approved, we will provide you with further instructions.

  4. Return the Item: You will be responsible for securely packaging and returning the item to the address provided by our customer support team. Please ensure you use a trackable shipping method as we are not responsible for items lost or damaged during return shipping.

  5. Inspection Upon Receipt: Once we receive the returned item, our team will inspect it to ensure it meets the conditions outlined in this policy.

  6. Dispatch of Replacement: If the returned item is approved for exchange, we will dispatch the replacement item (either the undamaged piece or the correct size, subject to availability) to you as soon as possible. We will bear the shipping costs for sending the replacement item.

Important Notes:

  • This exchange policy applies only to purchases made directly from Twims.

  • We reserve the right to refuse an exchange if the conditions outlined in this policy are not met, especially the requirement for a clear and complete unboxing video for damaged piece claims.

  • This policy is subject to change without prior notice. Please refer to the latest version on our website.

We value your business and strive to provide you with a positive shopping experience. If you have any questions or concerns regarding our exchange policy, please do not hesitate to contact our customer support team.

Thank you for shopping with Twims!