Returns Policy

Returns Policy

RETURNS POLICY

TWM wants you to be happy with your purchase from our collection. If you are not completely satisfied, you can return the product to us within 14 days after date of delivery and we will either repair / alter (at an additional cost), replace it or credit your account, subject to the terms below.

  1. Unwanted product:

In general, you can return an unwanted product to us provided:

  • it is undamaged, unwashed and unworn with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition
  • it is not missing any accessories, belts or free promotional items

We will collect the product from you however the courier cost of R60- (Yes, TWM will carry some of the cost) will be deducted from your refund or store credit. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference). Please bear in mind that refunds can take up to 5 working days to reflect in your account. We are entitled to refuse a return if the unwanted item is returned damaged, not in a re-saleable condition or missing any accessories.

Want to exchange?

Fashion and footwear products can be exchanged for a different size provided that such variation is available, and is available at the same price as the product originally purchased. In such a case, we will collect the product from you and deliver the requested product to you with a  courier cost of only R60- (Yes, TWM will carry some of the cost for you). If such variation is not immediately available, we will credit your account with the purchase price of the product (or refund you if that is your preference) within 8 days of you logging the return.

We reserve the right to inspect the product to validate your return.

Not what you ordered?

If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference).

 

  1.  Items not eligible for returns:

The following items are not eligible for a refund, exchange or credit:

  • products which have been personalized for you or made to your specifications, unless defective.
  • swimwear
  • jewellery
  1.  Products damaged on delivery

Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by logging a return on the Website.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take up to 5 working days to reflect in your account). Repairs and replacements could take longer, depending on fabric and size replacement availability.

  1.  Defective products

We do our best to ensure that the products we deliver to you are of a high quality and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances

The following will NOT be regarded as defects and will not entitle you to a return under this section 4:

  • faults resulting from normal wear and tear;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the item; and
  • where the specifications of an item, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

It is also important to note that it will be in the supplier or manufacturer’s discretion to repair or replace the item, or to refund you.

  1.  Charges

If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.

If you return items to us by mistake and you want these returned to you, you may be liable to reimburse TWM for the cost of having the product returned to you.

If you return a product that does not comply with this policy, you may be liable to reimburse TWM for the cost of collecting the product from you and the cost of having the product returned to you.