Refund policy
Return & Refund Policy
Last Updated: July 28, 2026
At Twegood, customer satisfaction is important to us. This Return & Refund Policy explains the return window, eligibility requirements, return process, shipping responsibilities, refunds, and other terms that apply to purchases made through https://www.twegood.com/.
1. 30-Day Return Window
You may request a return within 30 days after the date your order is delivered.
A return request must be submitted within this 30-day period. Mailing an item without first submitting an approved return request does not satisfy this requirement.
2. Return Eligibility
To qualify for a return, an item must generally be:
- Unworn, unwashed, and unused
- In the same condition in which it was received
- Free from stains, odors, alterations, damage, or other signs of wear
- Returned with all original tags attached
- Returned with its original packaging, where applicable
- Accompanied by an order number or other valid proof of purchase
Standard women’s apparel sold by Twegood is currently subject to the same 30-day return policy. Items that do not meet the condition requirements above may be ineligible for a refund, except where applicable law provides otherwise.
3. How to Request a Return
To request a return, contact us at hello@twegood.com within 30 days after delivery.
Please include:
- Your order number
- The email address used during checkout
- The item or items you wish to return
- The reason for the return
- Relevant photographs if the item is damaged, defective, incomplete, or incorrect
After reviewing the request, we will confirm whether the item is eligible and provide the applicable return authorization and mailing instructions.
Please do not mail an item before receiving written return instructions. Unauthorized returns may be difficult to identify and may delay or prevent processing.
4. Return Method
Returns are accepted by mail only.
The complete return address and applicable mailing instructions will be confirmed in writing after the return request has been reviewed and approved.
Please use a trackable shipping service and retain the shipping receipt and tracking number until the return and refund process has been completed.
For customer-paid returns, a refund cannot generally be issued until the returned item has been delivered to and received by us, except where applicable law requires otherwise.
5. Customer-Paid Return Shipping
The customer is responsible for return shipping costs when returning an eligible item for reasons including:
- Changing their mind
- Ordering the wrong size or color
- Fit or style preference
- No longer wanting the item
Customer-paid return shipping costs are not reimbursed.
6. Damaged, Defective, Missing, or Incorrect Items
Please inspect your order promptly after delivery.
If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible. Reporting the issue within 48 hours after delivery, where possible, can help us investigate the condition of the shipment and work with the delivery provider.
Failure to report an issue within 48 hours does not automatically remove any rights available under this policy or applicable law. However, delayed reports may make it more difficult to confirm when or how the issue occurred.
Please provide:
- Your order number
- A clear description of the issue
- Clear photographs of the complete item and affected area
- Photographs showing the original tags, where applicable
- Photographs of the packaging and shipping label
Where reasonably possible, please do not wear, wash, alter, repair, discard, or return the affected item before receiving further instructions. Please retain the original packaging and included materials while the issue is being reviewed.
After reviewing the submitted information, Twegood will determine an appropriate resolution based on the circumstances and available evidence. This may include a replacement, refund, partial refund, prepaid return label, or another appropriate solution.
A prepaid return label or reimbursement of return postage will be provided only after Twegood confirms that the return results from a damaged, defective, incomplete, or incorrect item for which Twegood is responsible.
Please do not purchase return postage for a store-responsible issue unless we have provided prior written approval.
7. Exchanges
Twegood does not currently offer direct exchanges.
If you would like a different size, color, or style, please return the original eligible item and place a new order for the preferred item.
Product availability is not reserved while a return is in transit or under review.
For damaged, defective, incomplete, or incorrect items, please contact us before placing a replacement order so we can review the issue and provide the appropriate resolution.
8. Return Inspection
After a return is delivered to us, the item will be inspected to confirm that it matches the approved return request and meets the requirements of this policy.
We may contact you if:
- The returned item cannot be identified
- The order or authorization information is missing
- The returned item differs from the approved return request
- The item shows signs of wear, washing, use, alteration, or customer-caused damage
- Original tags or applicable packaging are missing
- Additional information is required to complete the review
Delivery of a return package does not automatically guarantee approval of a refund.
9. Refunds
After an eligible return is received and inspected, Twegood will review the return and issue an approved refund within 1–3 business days.
Approved refunds are issued to the original payment method used for the order unless another method is required by applicable law.
Once a refund has been issued, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account. This additional processing time is determined by the payment provider and is outside Twegood’s direct control.
We will send a notification to the email address associated with the order after the return has been reviewed or the refund has been issued.
10. Refund Amount and Shipping Charges
For an approved return, the refund generally covers the amount paid for the eligible returned item, after applicable item-level discounts, together with any refundable taxes associated with that item.
United States orders qualify for free standard shipping. Therefore, no original standard shipping fee will be deducted from an approved refund for an eligible United States order.
The customer remains responsible for the cost of mailing a standard preference-based return to us.
If a shipping charge was clearly displayed and paid during checkout for another destination, that shipping charge is generally non-refundable unless the return results from a confirmed Twegood error or applicable law requires otherwise.
11. Restocking Fee
Twegood does not charge a restocking fee for eligible returns.
12. Late or Missing Refunds
If we have confirmed that a refund was issued but it does not yet appear in your account, please contact your bank, card issuer, PayPal, or other payment provider because additional processing or posting time may be required.
If the payment provider cannot locate the refund after completing its normal processing procedures, contact us at hello@twegood.com with your order number so we can review the transaction.
13. Return Address and Authorization
Approved returns must be mailed only to the complete return address provided in our written return authorization instructions.
Please include your order number or return authorization information inside the package so the return can be identified.
Do not mail a return to an address displayed elsewhere on our website unless that exact address is included in the return instructions provided for your approved request.
14. Contact Information
For questions about returns, refunds, damaged items, or order issues, please contact us using the information below.
Store Name
Twegood
Website
https://www.twegood.com/
Email
hello@twegood.com
Phone
+1 346-766-4403
Business and Contact Address
5621 Aldine Bender Rd
Houston, TX 77032
United States
Customer Support Hours
Monday – Saturday: 9:00 AM – 5:00 PM CT
Sunday: Closed
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