Refund policy

TWEN7Y Returns Policy

At TWEN7Y, we are committed to providing high-quality products and excellent customer service. Our returns policy operates in addition to, and does not limit, your statutory rights under the Australian Consumer Law (ACL).

Under the ACL, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

• Reporting Faults: Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. We encourage reporting issues as soon as possible.
• Proof of Purchase: A receipt, bank statement, or order confirmation is required as proof of purchase.
• Condition of Item: You are not required to return faulty items in their original packaging, although all items should be reasonably cared for until returned.
• Remedies: Depending on whether the fault is major or minor, you are entitled to a refund, repair, or replacement as required by the ACL.

• Timeframe: Items must be returned within 30 days of receipt.
• Condition: Items must be unworn, unused, with all original tags attached, and in their original packaging.
• Non-Returnable Items (Change-of-Mind Only):
  • Customized products
  • Gift cards
  • Sale items are final sale for change-of-mind returns only.
• Note: Your rights under the ACL for faulty items remain valid even for the items listed above.

1. Contact Us: Email our customer service team at info@twen7y.com.au.
2. Provide Details: Include your order number, a detailed description of the issue (for faulty items), and supporting photographs if possible.
3. Authorisation: Once your request is reviewed, you will receive a Return Authorisation (RA) number and return instructions. Clearly mark the RA number on the outside of your package.

• Inspection: All returned items are inspected upon arrival to verify condition or fault.
• Non-Faulty Items: If an item returned under a fault claim is deemed not faulty, it will be returned to you at your expense.
• Refund Processing: Approved refunds are processed to your original payment method within 10 business days of inspection. Please allow additional time for your bank or credit card company to process and post the refund.