Refund policy

Exchange & Return Policy

Welcome to Twin Lee. We take immense pride in the craftsmanship of our products. To ensure a fair and transparent experience for all our patrons, please review our curated exchange guidelines below.

Customer Support

Our team is here to assist you during the following hours:

  • Hours: Monday to Saturday | 10:00 AM – 7:00 PM
  • WhatsApp / Call: 7695842727
  • Email: twinleedesignerboutique@gmail.com
  • Note: Inquiries received outside of business hours will be addressed on the following business day.

1. Eligibility for Exchange

We offer a one-time exchange per order. To maintain our hygiene and quality standards, requests must be initiated within three (3) days of delivery.

Exchanges are applicable only for:

  • Manufacturing Defects: In the rare event of a production flaw, we will provide a direct replacement at no additional cost to you.
  • Size Adjustments: We are happy to exchange for a different size, subject to availability.
    • Processing Fee: A nominal charge applies to cover re-shipping costs.

Non-Eligible Items:

  • Products purchased during sales, clearances, or promotional events.
  • Items showing signs of wear, washing, alteration, or damage after delivery.
  • Minor colour variations (slight differences may occur due to digital screen settings and studio lighting).

2. Mandatory Quality Assurance (Unpacking Video)

To protect the integrity of your purchase and our brand, a continuous, unedited unpacking video is mandatory for all claims regarding defects or incorrect items.

·        Size-Related Exchange or Return Requests: If you are requesting an exchange or return due to a size issue, you must provide clear photographic evidence of the product's measurements taken with a measuring tape, along with an unedited product video. These documents are mandatory and will be used to verify the size before your exchange or return request can be processed.

The video must clearly show:

  1. The sealed, original courier packaging before it is opened.
  2. The entire process of unpacking without any cuts or edits.
  3. A clear view of the reported defect or the incorrect item received.

Without this valid video proof, we are unfortunately unable to process any defect-related claims.

3. The Exchange Process

  1. Initiate: Contact our support team via WhatsApp or Email within 3 days of delivery.
  2. Ship: As we do not offer reverse pickups, please send the item back via a reliable courier at your own expense. Please ensure it is packed securely; Twin Lee is not responsible for items lost or damaged in transit.
  3. Inspection: Once received, our quality control team will inspect the garment. It must be in its original condition with all tags and packaging intact.
  4. Resolution:
    • Replacement: Dispatched within 3 business days.
    • Alternative: If your size is out of stock, you may choose an alternative item of equal value.
    • Store Credit: If no alternative is desired, we will issue a Coupon Code (valid for future purchases) for the value of the product.

4. Important Notes

  • Order Cancellations: Once an order is placed, it cannot be cancelled or modified.
  • Refund Policy: Twin Lee does not offer refunds under any circumstances. Our policy is strictly limited to exchanges or store credit (coupon codes) to ensure we can continue offering high-quality products at fair prices.

By completing a purchase with Twin Lee, you agree to the terms outlined in this policy.