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Refund policy

RETURN POLICY

 

Right of Withdrawal (European Union)

In accordance with European Union legislation, you have the right to withdraw from your purchase within 14 days from the date you receive your order, without providing any reason.

To exercise this right, please contact us by email at office@twinsdistribution.com within this period.

Return Conditions

To be eligible for a return, the item must:

  • be unworn, unwashed, and unused

  • be in perfect resalable condition

  • have all original tags attached

  • be returned in its original packaging

  • be accompanied by proof of purchase

Any item that does not meet these conditions may be refused.

Returns sent without prior request and approval by email will not be accepted.

Return Shipping Costs

Return shipping costs are the responsibility of the customer,
except in the following cases:

  • proven manufacturing defect

  • incorrect item sent by us

In these cases, please contact us before returning the item.

Promotional Orders & Archive Pieces (Important)

For promotional offers (including volume-based discounts), discounts are applied based on the number of items kept.

In case of a partial return:

  • the discount will be recalculated based on the remaining items

  • the refund will be adjusted accordingly

If the initial order qualified for free shipping:

  • free shipping is applied based on the final order value kept

  • if the remaining order value falls below the free shipping threshold, shipping costs will be deducted from the refund

We encourage mindful purchases, as archive pieces are part of a limited, one-time release and will not be restocked.

Knitwear & Transport (Important Information)

Our garments are made from delicate knitwear.

Minor wrinkles or folds caused by transport are normal and unavoidable and do not constitute a defect.

These wrinkles naturally disappear after airing or gentle steaming and do not affect the quality of the product.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If you receive:

  • a defective item

  • a damaged item

  • or an incorrect item

we kindly ask you to contact us within 48 hours of delivery, including clear photos of the issue, in order to allow for a prompt assessment.

Late notifications may make the handling of your request more difficult and are subject to verification in accordance with applicable consumer protection laws.

Non-Returnable Items

The following items cannot be returned:

  • gift cards

  • personalised or custom-made products

  • items showing signs of wear, washing, or use

If you have any questions about a specific product, please contact us before placing your order.

Exchanges

We do not offer direct exchanges.

To receive another size or model, please return the original item and place a new order once the return has been approved.

Refunds

Once your return is received and inspected, you will be notified by email.

If approved, the refund will be issued to your original payment method within 10 business days.

Please note that processing times may vary depending on your bank or payment provider.