Return & Refund Policy

At Twins Horizon, customer satisfaction is our top priority. We stand behind the quality of our products and want you to be perfectly satisfied with your purchase. If for any reason you are not happy with your order, we are here to help.

1. Return Window

Our standard return policy is valid for 30 days from the date of delivery. If 30 days have passed since your package was marked as delivered, unfortunately, we cannot offer you a refund or an exchange. We encourage our customers to inspect their items immediately upon arrival.

2. Eligibility for Returns

To ensure a smooth return process, your item must meet the following criteria:

• The item must be unused, unwashed, and in the same condition that you received it.
• It must stay in its original packaging, including all tags, inserts, and accessories.
• Perishable goods, customized items, and personal care products (for hygiene reasons) are exempt from being returned.
• A receipt or proof of purchase is required to complete your return.

3. The Refund Process

Once your return is received at our facility and undergoes a formal inspection, we will send you an automated email to notify you that we have received your returned item. We will also notify you of the status (approval or rejection) of your refund request based on the item’s condition.

If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (credit card, PayPal, etc.). Please note that depending on your financial institution, it may take 5 to 10 business days for the credit to officially post to your account.

4. Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us.

5. Exchanges

We only replace items if they are defective or damaged during transit. If you need to exchange an item for the same product, please send us an email with photos of the damage, and we will provide you with further instructions.

6. Shipping Costs

To initiate a return, please contact our support team for the correct return shipping address.

Please be advised that:

For items over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs from the original order are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.