Returns, Refunds and Exchange:
Email: [email protected]
You can also get in touch with us on Instagram @twillostory
We will gladly accept any unused product in its original packing within 7 days of delivery. On returns, we reserve the right to send you a replacement or give you equivalent store credit/ refund.
Please allow approximately 1–2 weeks for processing. Additional processing delays may occur. You will receive an email notification when your return has been processed (be sure to check your spam folder)
In which cases can I return the product?
Products can be returned in these two conditions:
- You have received a damaged product: A product can get damaged in transit and while we do ensure best possible quality controls, sometimes a damaged product might go unnoticed.
- Mismatched product delivered, in terms of style, colour and / or size.
What is the returns procedure?
If you want to return any product because of any of the above two reasons, please get in touch with us within 48 hours from the receipt of delivery. You can get in touch with us by sending us an email to [email protected] or call us on +91-9972757700 between 11 a.m. and 7p.m (Monday – Friday)
We will send you a return confirmation email. We will arrange a return pick up.
If you want to return a product because it wasn’t to your liking :
Return charges are to be borne by you, the customer. Charges vary depending on your location
You can also use a trackable courier service of your liking.
Once we received the returned products and after inspecting the condition (products should be in original packaging and un-used condition), we would either send you a replacement OR issue you a refund for the same through a store credit within 7 days.
Refund amount for all returned products will be credited only in the form of Store Credit. For each returned product, a store credit will be issued of the same amount.
Only in special cases and at the discretion of Twillo, the amount would be refunded back to the account from where the payment was received.
For orders cancelled by Twillo (Check cancellation by Twillo in our FAQ) we will refund the full amount received by Twillo to the account from which the payment has been received.
Twillo is not responsible for shipping fees or lost returns. Please obtain a tracking number for your records.
Who pays the postal/shipping charges for the returned goods?
The customer pays the return shipping charges. We do not reimburse the shipping charges.
Terms & Conditions for Return
The final decision on whether a returned item will be approved or rejected lies completely with us.
The returned items will only be accepted in their original packaging, which includes bags, tags, boxes, invoices, documentations, warranty cards (if any), all accessories, and all the things that were present when the item was delivered to you.
The product you’re returning must be unused and in its original condition. If it is used, damaged, soiled or altered, the return won’t be processed and the items will be sent back to you.
PLEASE DO NOT ACCEPT THE PACKAGE IN DAMAGED OR SOILED CONDITION.
Products in sets cannot be returned individually.
If we are unable to send you a replacement of the item that you have returned, we will offer you a refund for the same.
Please note that the products might look slightly different from the ones you see on the website, especially in terms of colour.
If you have not received the complete order or there are any discrepancies from what you had ordered, please contact us within 48 hrs from the date of delivery to report the issue. No request will be entertained if concern is not raised within this stipulated period.
Shipping an item back to Twillo
B 552, 77 Place, Yemalur Main Road, Bengaluru, Karnataka, India – 560037
Phone no. 9972757700
If you are making an exchange for a different item, an additional shipping fee will be applied to your new order.
If the cost of your new item is less than that of the item you originally ordered, your original method of payment will be credited the price difference, minus the applicable new shipping fee.
If the cost of your new item is more than that of the item you originally ordered, your original method of payment will be charged the price difference, in addition to the applicable new shipping fee.