Refunds & Exchanges

RETURNS

If you’re looking to return your item, we have made it easy for you to do using our Self-Serve Return feature. We offer returns within 30 days of receiving your order. You can return your product for a refund to the original payment method. Please note the following exceptions to our return and exchange policy.

Below are some examples of common exceptions.

  • Discounted/Sale items are final and cannot be returned.
  • Returned items must be at least 50% full of it's original contents.
  • Returned items must be in its original packaging.

To initiate a return, please complete the following steps:

  • Login here with the email address you've provided during checkout. This will send a link to that email address with a numerical code. Enter the code and login.
  • Choose the order of the product(s) you wish to return from your order by clicking "Request Return" underneath the order.
  • Fill out the questionnaire and click on "Request Return".
  • You will get an email confirmation that will confirm that we have received your request to return an item.
  • It is the customer's responsibility to provide return shipping. Once we have received your item, please allow up to 10 business days (Monday-Friday, excluding weekends and U.S. holidays), to approve or deny your request. (Please Note: We do not charge any restocking fees).
  • When our team has investigated your return request, we will send you an email with an approval or denial confirmation.
  • If approved, you will be sent a refund back to the original method of payment immediately.
  • If denied, you will not be eligible for a refund and you will be given electronic notice of your denial.

EXCHANGES

We do not offer exchanges on any item that was not a result of our mistake.

To be eligible for an exchange, you must:

  • Have received a product different from what you initially ordered OR
  • Received a damaged item

All other exchange requests will be denied.

To initiate an exchange, please complete the following steps:

  • Contact us at orders@twent1.com with the email you provided us with during checkout, your order number, and a description of the problem. Please take a photo of the order to show proof of incorrect or damaged items.
  • A member of our team will get back to you within 3 business days, excluding U.S. holidays.
  • You will then have the option to exchange the product for another, or receive a refund from the item that is missing or damaged. You will not receive a full refund on the entire order; only a refund based off of the product itself.
  • Exchanges are processed within 7-10 business days after approving or denying the exchange request.

If you have questions about your order, please contact us at orders@twent1.com. For all other inquiries, contact us at info@twent1.com.