Refund policy

All TWYA products are made to order. Because of this, our policy works as follows:

Defective or Damaged Products
If you receive a product with a manufacturing defect, damaged during shipping, or different from what you ordered, contact us within 30 days of delivery at twyaoficial@gmail.com with:

• A clear photo of the product and defect

• Your order number

After review, we will offer either a replacement or a full refund at no additional cost to you.

Size or Color Exchanges
As all products are individually produced after each order is placed, we do not accept returns due to incorrect size or color selection. Please review the size chart carefully before purchasing.

Right of Withdrawal (EU)
Under European law, consumers have the right to cancel an order within 14 days of receiving it. However, custom-made or made-to-order products are exempt from this right under Article 16 of Directive 2011/83/EU.

Return Process
Returns will not be accepted without prior contact. To start a return, email twyaoficial@gmail.com with the subject line:
"Return — [order number]"

Once approved, you will receive the return instructions and shipping address.

Refunds
After receiving and inspecting the returned product, you will be notified whether your refund has been approved or rejected. If approved, the refund will be processed to the original payment method within up to 10 business days.