Return Policy & Refund Policy

Thank you for shopping with Twlite. We strive to ensure your satisfaction with every purchase. If you are not entirely satisfied with your order, we’re here to help.

Once an order is confirmed, Twlite will not accept return or refund requests. However, in any of the situations mentioned below, we are happy to work with our customers to find a fair and amicable solution.

Return / Exchange

You have 5 days to return an item from the date you received it, only in the following cases:

• If you receive a product that is expired or set to expire within 30 days from the date of delivery, or if the product contains insects or contamination, we offer a hassle-free return or exchange process.
• If you receive a damaged product, we will assist you with a smooth return or exchange process.
• If you receive a damaged or torn package, we will help you with a straightforward return or exchange process.

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

Refund

Orders that have been delivered and accepted by the customer cannot be refunded. However, if you believe the order does not match your specifications, please contact our customer care team within 12 hours of delivery.

If the issue is verified and accepted by Twlite, a refund will be initiated. Refunds typically take 7–15 business days to process.

Twlite is responsible for payments only after they are successfully received or captured. In rare cases where an issue arises at the payment gateway level, please note that such payment errors or failures are beyond Twlite’s control. Payment gateway providers usually process refunds within 7–15 business days.

Once the refund is initiated by Twlite or the payment gateway, the final receipt and processing are handled by the customer’s bank, UPI, or credit card provider. Twlite does not have visibility or control over the status of refunds once they are in the bank’s system.