Return & Exchange Policy

5.1 Eligibility for Return/Exchange (Within 7 Days of Receipt)

1. The product has inherent quality defects.
2. The product is damaged during transportation.
3. The wrong product is delivered (does not match the order), and the item is unused (no impact on secondary sales).

5.2 Non-Eligible Items (No 7-Day No-Reason Return)

• Personalized or customized products.
• Used products (electronic items are considered used once energized).
• Products with worn functional parts, accessories, or appearance.
• Goods with lost or severely damaged outer packaging (excluding unpacking) that affects secondary sales.
• Products marked as non-returnable at the time of purchase (due to their nature).
• Goods in poor condition that impact resale.

5.3 How to Apply for Return/Exchange

1. Personal Reasons:
   • Send an email to the after-sales service center within 7 days of receipt (ensure the item does not affect secondary sales).
   • After-sales will confirm your request within 1–3 working days. You are responsible for return/exchange shipping costs.
2. Quality/Shipping Errors:
   • Send an email to service@mail.twizoro.com within 7 days of receipt, including your order number, name, phone number, and photos of defects or wrong items.
   • After-sales will process your request within 1–3 working days. TWIZORO covers return/exchange shipping costs.
3. Return & Refund Process:
   • Contact the courier directly to return the goods within 7 days of receipt.
   • The courier will notify us upon receiving the returned item.
   • Full refunds will be processed within 15 working days.

5.4 Return Requirements

• Returned goods must remain intact, including all products, gifts, accessories, packaging, and accompanying documents.
• If a physical invoice was issued, it must be returned along with required legal documents (e.g., credit notes). Failure to do so will result in the rejection of your return/refund request.