Return and refund policy
At TW.store, we want our customers to shop with complete confidence. This policy governs the return, cancellation, and refund conditions applicable to orders placed in our online store.
1. Right of withdrawal
The customer has a period of 14 calendar days from receipt of the order to exercise their right of withdrawal, without needing to state the reason.
To exercise this right, the customer must notify TW.store in writing within the indicated period, stating the order number, full name, product purchased and contact details.
2. Conditions for accepting a return
For a return to be accepted, the product must meet the following conditions:
- To be in perfect condition.
- Not to have been used, installed, handled or damaged.
- Keep the original packaging, accessories, manuals, labels and protective materials.
- Be complete and in the same condition as when it was delivered.
- Include the invoice or proof of purchase.
For technological products, returns will not be accepted for items that show signs of use, installation, handling, physical damage, removal of labels, modification of packaging, or lack of accessories.
3. Defective or damaged products
If the product received has a factory defect, visible damage or a malfunction, the customer must notify TW.store as soon as possible, providing photographs, a description of the issue and the order number.
Once the case has been reviewed, TW.store may offer, as appropriate:
- Product replacement.
- Repair or warranty management.
- Refund of the amount paid.
- Another suitable solution depending on product availability.
4. Return shipping costs
In the event of voluntary withdrawal by the customer, the direct costs of return may be borne by the customer, unless TW.store expressly indicates otherwise.
If the return is due to an error by TW.store, a defective product, or an issue attributable to the store, TW.store will review the case and may cover the corresponding return shipping costs.
5. Refund
Once the returned product has been received and its condition verified, TW.store will proceed to refund the corresponding amount using the same payment method used in the purchase, unless otherwise agreed with the customer.
The refund may be withheld until the product has been received or until the customer has provided valid proof of return.
The refund processing time will depend on the payment method and the customer's bank.
6. Non-refundable products
No returns or refunds will be accepted in the following cases:
- Used or handled products.
- Products installed or showing signs of use.
- Incomplete products or products without original packaging.
- Products damaged due to customer misuse.
- Products with altered labels, serial numbers or seals.
- Products returned outside the applicable legal period.
- Products that do not correspond to the original order.
7. Manufacturer's warranty
Products sold on TW.store are new products and may have a limited manufacturer's warranty.
The warranty does not cover damage caused by misuse, incompatible installation, impacts, moisture, improper handling, opening of the product, modification, normal wear and tear, or unauthorized intervention.
8. How to request a refund
To request a refund, the customer must contact TW.store indicating:
- Full name.
- Order number.
- Product purchased.
- Reason for return.
- Photographs of the product and packaging, if applicable.
- Email and contact phone number.
The product should not be returned without first receiving return instructions from TW.store.
9. Contact
For any questions related to returns or refunds, the customer can contact TW.store through the store's contact form or the email address indicated on the contact page.
