RETURNS & REFUNDS
We want you to love your Twensun purchase! If something isn't right, all customers have the right to return new and unused items within 14 days of delivery.
Refunds will be processed via the payment method used at checkout minus any shipping costs, or issued as store credit in the form of a gift code.
How to request a return: Submit a return request directly through your order details page, or email us at pickyaudit108@gmail.com with your order number. All return requests are subject to our review and approval before a return can be processed. We typically respond within 2 business days.
Return shipping fee: A flat return shipping fee of $6.90 USD will be deducted from your refund for each approved return.
ORDER CANCELLATIONS
Unfulfilled orders (not yet shipped): If your order has not yet been shipped, you may request a cancellation directly through your order details page. Cancellation requests are subject to our review and approval. Once approved, a full refund will be processed to your original payment method.
Fulfilled orders (already shipped): Once an order has been shipped, it can no longer be cancelled. Please refer to our return policy above if you wish to return the item after delivery.
INCORRECT OR DAMAGED PRODUCTS
If you receive an incorrect or damaged item, please contact us as soon as possible with your order number & a photo of the item. After 30 days, we are unable to provide a complete replacement or full/partial refund for any damaged product or products that develop wear-and-tear over time.
DELIVERY & SHIPPING ISSUES
Delivery Restrictions: We are unable to deliver to PO Boxes or military bases. Please provide a valid physical address at checkout.
Tracking & Delivery Notifications: Once your order is shipped, you'll receive a tracking number via email. While we do our best to keep you updated, tracking information is managed by third-party carriers and may not always reflect real-time status. If you have any concerns about your delivery, feel free to reach out to us at pickyaudit108@gmail.com — we're happy to help track down your package!
Marked as Delivered but Not Received: If your tracking shows "Delivered" but you haven't received your package, we recommend checking with neighbors, reviewing any available security footage, and contacting the carrier directly. Once a package is marked as delivered, we are unable to issue a refund for packages reported as missing after delivery.
Lost Packages: If your tracking has not updated for 14 business days, or shows "lost" or "abandoned," please contact us at pickyaudit108@gmail.com and we will arrange a refund or resend your order.
Customs Delays: We are unable to issue refunds for delays caused by customs. However, if your order has not arrived within 30 days of the shipping date for any reason, please contact us at pickyaudit108@gmail.com — we'll arrange a refund or resend your order.
Incorrect Address & Failed Delivery: Twensun is not responsible for failed deliveries due to incorrect or incomplete address information provided at checkout. If a package is returned to us due to an address error, we will contact you to arrange redelivery. If we are unable to reach you within 7 days, or if you choose not to provide a corrected address, the order will not be eligible for a refund. Please ensure your shipping address is accurate before placing your order.
Failed Delivery / No Response: Carriers typically make multiple delivery attempts. If a delivery fails because the customer was unavailable or did not respond to redelivery or pickup notices, we are unable to issue a refund. Please ensure someone is available to receive your package or arrange pickup with the carrier promptly.
If your address was correct but the package was returned to sender without the carrier contacting you, and you have attempted to resolve this directly with the carrier within 7 days — please reach out to us at pickyaudit108@gmail.com and we'll do our best to help.
Refused Delivery: If a package is refused upon delivery for reasons unrelated to product quality or damage, we are generally unable to process a refund, as international packages cannot be returned to us once refused. If you have any concerns about your order, please contact us at pickyaudit108@gmail.com before refusing delivery — we're always happy to help!
REFUND PROCESSING
Once we receive and inspect your return, we'll notify you of the refund approval status. If approved, your refund will automatically be processed to the original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to finalize the transaction. If you haven't received the refund after 15 business days from approval, please reach out to us at pickyaudit108@gmail.com.