Refund policy

Return & Refund Policy
We are committed to providing our customers with high-quality products and excellent service. All items are carefully inspected before shipment to ensure they are dispatched in perfect condition. Please review the following Return & Refund Policy before proceeding with any request.

1. Return Policy
1.1. Eligibility for Returns
• You may request a return within 7 days of receiving the product (based on delivery tracking records).
• The product must be unused and returned in the same condition as received, with original packaging, tags, and all included accessories.
1.2. Non-Returnable Items
• Products damaged due to misuse or negligence
• Products that have been used
1.3. Return Procedure
• Submit your return request via email.
• Provide your order number, clear photos or videos of the product, and a description of the issue.
• Once approved, we will provide a return shipping address. The product must be shipped back within 3 days of approval.
1.4. Return Shipping Costs
• For defective or incorrectly shipped items, we will cover the return shipping costs.
• For non-defective returns (e.g., change of mind, incorrect model/size), the customer is responsible for return shipping costs.
• Shipping costs and any customs fees incurred during the return process will be deducted from the refund amount.

2. Refund Policy
2.1. Refund Conditions
• Refunds will be processed after the returned item has been received and inspected.
• Items that do not meet return eligibility (e.g., missing parts, damage, signs of use) may result in denial of the refund or partial refunds only.
2.2. Refund Method
• Refunds will be automatically issued to the original payment method.
• Please note that it may take additional time for your bank or credit card provider to process and post the refund.
2.3. Non-Refundable Items
• Original shipping fees (unless the item was defective or incorrectly shipped)

3. Special Conditions for International Orders
3.1. Customs & Import Regulations
• Customers are responsible for ensuring that their order complies with their country’s import and customs regulations.
• Refunds will not be provided for items rejected, confiscated, or delayed by customs.
3.2. Shipping Issues
• If an item is lost or damaged during transit, please notify us immediately.
• We will work with the carrier to resolve the issue and arrange compensation where applicable.
3.3. Exchange Policy
• Exchanges are not available.
• If you wish to replace an item, you must return it (if eligible) and place a new order.

For inquiries: sales@twinstar.kr