Refund policy

Refund & Return Policy 

At Twonu, we take great pride in the quality and craftsmanship of our jewelry. If you are not entirely satisfied with your purchase, we are here to help.

1. Return Window We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. After 30 days, unfortunately, we cannot offer you a refund or exchange.

2. Return Conditions To be eligible for a return, your item must be in the same condition that you received it:

Unworn, unused, and in its original packaging.

Accompanied by the receipt or proof of purchase.

3. Return Process To start a return, please contact us at mason@twonu.com. Once your return is accepted, please send your item to our primary studio at the following address:

Twonu Official Studio Room E1006, Zone D, 17th Floor, No. 111-115 (Odd Numbers) Tiyu West Road, Tianhe District, Guangzhou City, Guangdong Province, China, 510000

Please note: Items sent back to us without first requesting a return via email will not be accepted.

4. Return Shipping Costs & Fees

Defective or Wrong Items: If the return is due to our error (e.g., you received a damaged, defective, or incorrect item), Twonu will cover the return shipping costs or provide a full replacement at no extra charge.

Customer Preferences (Change of Mind): If you wish to return an item for personal reasons (e.g., style preference or change of mind), the customer will be responsible for the international return shipping costs.

Restocking Fees: Twonu does not charge any restocking fees for returned items.

5. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

However, if you wish to exchange an item for a different size or a similar product, please follow these guidelines:

Requesting an Exchange: Email us at mason@twonu.com within 30 days of receiving your item to initiate an exchange request.

Eligibility: Items must be unworn, unused, and in their original packaging to be eligible for an exchange.

Shipping Costs for Exchanges: * If the exchange is due to a product defect or shipping error, Twonu will cover the shipping costs for the replacement.

For exchanges based on customer preference (e.g., size or style change), the customer is responsible for both the return shipping of the original item and the shipping cost of the new item.

Processing Time: Once we receive and inspect your original item, we will process and ship your exchanged product within 3-5 business days.

6. Refunds Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed automatically to your original method of payment within 5 business days.