Refund Policy

ALL SALES ARE FINAL.

Returns:

We really aim to please our customers. We want your TRUST. All sales are final, but Returns will be considered on a case by case basis. If 20 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Please note that we charge a 15% restocking fee for any items that are returned. It costs a lot to process a return, and place items back into inventory. Any returned items must be preferably unopened and unused, and in brand new “resell-able” condition. Please do not hesitate to contact us if you have any issues with your order. Email me directly at info@untwist.com, or via phone at 212-300-3312.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Also, if there is ANYTHING wrong, damaged, broken, busted, or bad, when you receive your order, then PLEASE reach out to us. We will work to fix or replace it! (See Exchanges: section below.)

The bottom line is that life is short, stressful, and difficult enough as it is. Remember to appreciate everything we have in life, and to live in the moment. We want to bring joy and happiness to the world, and if you are not happy with your Untwist Toy, then PLEASE let us know! We will genuinely work to make you happy.

Refunds:

If you do qualify for a refund, then once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved for a refund, then your refund will be processed within 5-10 business days, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds:

If you haven’t received a refund yet, then please first check your bank account balance again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@untwist.com!

Sale items:

Only regular priced items may be refunded, unfortunately Sale items or Discount items cannot be refunded.

Exchanges:

We will replace items if they are defective or damaged! If you need to exchange it for the same item, send us an email at info@untwist.com and we will help you!

Shipping:

Please, please, please, do NOT ship anything back to us without first contacting us! If a return order is accepted, then we will need to provide you with a “Return Merchandise Authorization Number” (RMA #) so our fulfillment center can properly process your return. If you do not have an RMA#, then your return will very likely get lost, and we will not be able to provide you with any refund! If we dont know that it is being returned, then we have absolutely know way to track it.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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