Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@twellmall.com.  If your return is accepted, we’ll send you a return address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at  info@twellmall.com

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

We will not accept returns if the product is damaged or soaked, Unfortunately, we cannot accept returns for gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Freight

1. The goods have been sent out and the buyer initiates a refund during the transportation, requiring the buyer to pay for the freight of the goods sent out by the seller( the freight cost is$30) and the cost which is paid  for recalling the parcel will be also paid by buyer,(the cost is $20) 
2. After receiving the goods, the buyer initiates a refund due to his subjective intention and needs to pay for the freight of sending ( the freight cost is$30 )and returning the goods. The cost from the buyer's return to our warehouse shall be borne by the buyer and paid directly to the express company  
3. In case of refund due to quality problems, the seller will pay for the freight of sending and returning the goods. but the buyer need takes photos and video to prove it's the quality problem. The buyer needs to pay the freight for returning the goods in advance. After the seller receives the goods and confirms the product quality problem through inspection, the seller will pay the corresponding freight to the buyer. The buyer needs to choose an economical express to send the returned goods .

4. There is no handling charge for returns.