Return Policy

If you are not satisfied with the items you received, it is easy for you to return or refund. Submit a ticket to contact us and we will do the best we can.

How do I return an item?

Please contact our customer service via email at service@twyihu.com to help if we can solve the problem together first. If not, please mark our order number, phone number and "Return" on the package, and let us know the tracking number when you send it out. We will arrange reshipment or refund after receiving your returned items. 

Return content :

  1. After you receive the items within 14 days, if the items have any quality problems, you can exchange unconditionally.
  2. Within 14 days after receiving the items, you can return unconditionally, but you will pay the shipping cost.
  3. You could require for product replacement within 14 days. In the case of replacing higher value item, you should bear the price difference. For replacing lower price item, we as buyer return the price difference to you. For international shipment, you will pay the shipping cost.

Limit of Return

  1. Within 14 days, the damage and stain of items caused by human are not allowed to be returned or exchanged.
  2. The special promotion(Such as Flash Sale) items are not allowed to be returned or exchanged except quality problem.
  3. One item only can be returned or exchanged once.
  4. Please return items according to the requests of our customer service.
  5. For international order, you should pay all the customs fees. If the packages are sent to other countries or the time is extended, we won’t take any responsibility.

Refund Rules

Unfilled orders: refund within 1-3 days.
Open & Shipped Orders

  1. If you haven’t received the items yet, the items can be refunded or resent.
  2. Due to the reasons of customer, such as address errors or others, causing the items fail to be received, items resented, you need to pay the shipping cost, items refunded, after we receive the items, we will only refund the value of items.

Shipping Fee:

Please understand you would be responsible for all shipping fees incurred for non-quality returns.

I received an incorrect item:

  1. Please contact us by telling the order number and the details you received.
  2. Our Customer Service team will respond to you within 24 hours.
  3. Once Customer Service confirms an item is incorrect, we will provide information on sending it back to us.
  4. Once we receive the incorrect item, we will begin processing the correct item for you.

An item was damaged during shipping:

If your item was damaged during shipping, you are eligible for a full refund. When requesting your refund, please be ready to provide customer service with graphs clearly showing the problem with the item and its courier number as soon as possible. Please also provide "Proof of Damage" documentation from your courier. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it and send email to us about the case for a reship. 

When will I receive my refund?

The refund caused by order cancellation, refund agreement or Mediation will be process instantly from Lovdock account. However, it may take 10-15 business days for it to display on your credit card statement.

Refunds are issued based on the payment method used at the time of purchase. 

Late Refund

If you haven't received a credit for your return yet, here's what to do:

1.Credit Card Refund and Debit Card: Contact the credit card bank. It may take some time before the refund is posted to your account.

2.Paypal Refund:  If you didn't receive it within 7 days ,pls contact us customer service for help.

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