Refund & Returns Policy
Overview
At 2-TWOS, we take pride in the quality of our handmade products and digital services. If you are not completely satisfied with your purchase, we’re here to help — within the guidelines below.
1. Returns (Physical Products)
Our return policy lasts 7 days from the date you receive your item.
To be eligible for a return:
- The item must be unused, unwashed, and in the same condition as received
- The item must be in its original packaging
- Proof of purchase (order number or receipt) is required
Items returned after 7 days unfortunately cannot be accepted.
2. Non-Returnable Items
The following items are not eligible for return or refund:
- Custom-made or personalized items
- Custom embroidery digitising files
- Digital or downloadable products
- Items damaged due to misuse, washing, or normal wear and tear
Because these items are made specifically for you or delivered digitally, all sales are final.
3. Refunds
Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
If approved:
- Your refund will be processed to your original payment method
- Please allow 5–10 business days for the refund to reflect, depending on your bank or payment provider
4. Shipping Costs
- Return shipping costs are the responsibility of the customer
- Original shipping fees are non-refundable, unless the item was faulty or incorrect
5. Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of delivery and provide clear photos. We will arrange a replacement or refund where applicable.
6. Exchanges
We only replace items if they are defective or damaged. If you need an exchange, please contact us before returning any items.
7. Contact Us
For all return or refund enquiries, please contact us at:
📧 Email: admin@2-twos.co.za
📍 Business: 2-TWOS