Refund policy

RETURN & REFUND POLICY

All wholesale sales are final. Due to the nature of our products and wholesale pricing, Twins Essence does not accept returns or exchanges due to change of mind, fragrance preference, buyer’s remorse, inability to resell merchandise, or unsold inventory.

DAMAGED, INCORRECT, OR MISSING ITEMS

If your order arrives damaged, contains an incorrect item, or is missing merchandise, you must contact us within 48 hours of confirmed delivery.

Please provide:

  • Your order number
  • Clear photos of the shipping box and packaging
  • Clear photos of the affected merchandise
  • A clear photo of the shipping label
  • A description of the issue

Please keep all merchandise, packaging, and shipping materials until the claim has been reviewed. Additional photos or information may be requested.

Claims submitted more than 48 hours after confirmed delivery may not be eligible for replacement, store credit, or refund.

OPENED OR USED PRODUCTS

Products that have been opened, used, tested, sprayed, altered, or removed from their original packaging are not eligible for return or exchange, except when the reported issue involves an approved defect or shipping damage.

AUTHORIZED RETURNS

Returns are accepted only with prior authorization from Twins Essence.

Do not send merchandise back without approval. Unauthorized returns may be refused and will not automatically qualify for a refund, replacement, or store credit.

If a return is authorized because Twins Essence shipped an incorrect item or made an error in fulfilling the order, Twins Essence will provide instructions for the return and cover the authorized return shipping cost.

All authorized returned merchandise must be returned in its original condition and packaging unless otherwise instructed.

REFUNDS, REPLACEMENTS & STORE CREDIT

Approved claims are reviewed individually. Depending on the circumstances, Twins Essence may provide a replacement, store credit, or refund for the affected merchandise.

Refunds, when approved, will be issued to the original payment method.

Original shipping charges are non-refundable unless the issue resulted from an error by Twins Essence.

ORDER CANCELLATIONS

Orders begin processing shortly after they are placed. Cancellation requests are not guaranteed.

Once an order has been processed, packed, or shipped, it cannot be canceled.

By placing a wholesale order with Twins Essence, you acknowledge and agree to this Return & Refund Policy.