Return and Refund Policy

This Return & Refund Policy (“Policy”) governs the terms under which customers (“Customer”, “You”) may request returns, exchanges, or refunds for products purchased directly from TwEssence, a brand owned by Tui Enterprise Limited, New Zealand (“TwEssence”, “We”, “Us”, “Our”). By purchasing from TwEssence, You agree to the terms outlined herein.

1. Scope of Policy

1.1 This Policy applies exclusively to products purchased through:

• The official TwEssence website; • Official TwEssence social media channels; or • Any TwEssence‑authorized online marketplace.

1.2 Products purchased from third‑party retailers, resellers, or unauthorized sellers are not eligible for return, refund, or exchange under this Policy.

1. Eligibility for Return

2.1 Customers may request a return within 14 calendar days from the date of delivery. 2.2 To qualify for return, the product must be:

• Unused; • Unopened; • In its original, undamaged packaging; and • Accompanied by valid proof of purchase.

2.3 For hygiene and safety reasons, opened or used skincare products are not eligible for return, except in cases of verified product damage, defect, or adverse skin reaction as outlined in Sections 3 and 4.

1. Damaged, Defective, or Incorrect Products

3.1 If a product is received in a damaged, leaking, broken, or otherwise defective condition, the Customer must notify TwEssence within 48 hours of delivery. 3.2 Notification must include:

• Clear photographic evidence of the damage or defect; • Order number; and • Customer’s full name and contact information.

3.3 Upon verification, TwEssence will issue a replacement at no additional cost. 3.4 TwEssence reserves the right to request return of the defective item; however, in most cases, return will not be required.

1. Adverse Skin Reactions

4.1 If a Customer experiences irritation or an adverse reaction attributable to a TwEssence product, the Customer must discontinue use immediately. 4.2 The Customer must provide:

• Photographic evidence of the reaction; • A description of symptoms; and • Proof of purchase.

4.3 Upon review, TwEssence may, at its sole discretion, issue a replacement product or store credit. 4.4 Refunds for adverse reactions are not guaranteed and will be assessed on a case‑by‑case basis.

1. Non‑Returnable and Non‑Refundable Items

The following items are strictly non‑returnable and non‑refundable:

• Opened or heavily used products; • Items marked “Final Sale”; • Free gifts, promotional items, or samples; • Products purchased from unauthorized sellers.

1. Return Shipping Responsibility

6.1 If the return is due to TwEssence’s error (e.g., damaged, defective, or incorrect product), TwEssence will bear all return shipping costs. 6.2 For all other return requests, the Customer is responsible for return shipping fees.

1. Refund Process

7.1 Refunds will only be issued after the returned product (if required) is received and inspected by TwEssence. 7.2 Approved refunds will be processed to the original method of payment. 7.3 Refund processing time is typically 5–7 business days, excluding bank or payment‑gateway delays. 7.4 TwEssence reserves the right to issue store credit instead of a monetary refund where appropriate.

1. Exchanges

8.1 Exchanges are permitted only for unopened products within the 14‑day return window. 8.2 If the requested exchange item is unavailable, TwEssence may offer store credit or a refund in accordance with Section 7.

1. Procedure for Initiating a Return or Refund

To initiate a return, refund, or exchange, Customers must contact TwEssence Customer Support with all required documentation:

📧 Email: [email protected] 📱 Official TwEssence Facebook or Instagram pages

TwEssence will provide instructions for completing the process.

1. Processing Timeline

10.1 Most return, refund, or replacement requests are resolved within 5–10 business days, subject to verification and shipping timelines. 10.2 TwEssence is not liable for delays caused by courier services, customs, or banking institutions.

1. Amendments to Policy

TwEssence reserves the right to amend, modify, or update this Policy at any time without prior notice. The version published on the official website shall be deemed the governing version.