Refund policy

We want you to be completely satisfied with your purchase. If you are not, you may  request a return or refund in accordance with the policy below.

This policy complies with both Australian Consumer Law (ACL) and U.S. Federal Trade Commission (FTC) guidelines to ensure fairness and transparency.

 

1. Return Eligibility

We do not accept returns or refunds for:

• Change of mind,
• Wrong purchase,

However, you are entitled to a refund, replacement, or repair under Australian and U.S. consumer laws if the product:

• Arrives damaged, defective, or not as described;
• Fails to function as reasonably expected; or
• Breaches any consumer guarantee required by law.

 

All claims must include proof of purchase such as an order number, invoice, or receipt.

 

2. Return Period 

2.1. For European customers

In accordance with the European directive, the customer has a period of 14 days from receipt of the product to exercise their right of withdrawal. We accept returns for products that are defective, damaged, or not as described. Additionally, in accordance with local regulations (such as the EU Right of Withdrawal), customers in specific regions may return products within the statutory period, provided the items are in their original, unused condition.

All claims must include proof of purchase such as an order number, invoice, or receipt.

The customer must first contact E-TWOW to inform us of their wish to exercise their right of withdrawal. After validation by E-TWOW, the product must be returned in its original packaging, unused, and with all original accessories. E-TWOW reserves the right to refuse a refund for a returned product that does not meet these criteria.

Return shipping costs are the responsibility of the customer, unless the product is defective or non-compliant.

 

2.2. For non-EU customers

The withdrawal period is 14 days from receipt of the product, under the same conditions (see point 6.1). We accept returns for products that are defective, damaged, or not as described. Additionally, in accordance with local regulations, customers in specific regions may return products within the statutory period, provided the items are in their original, unused condition.

All claims must include proof of purchase such as an order number, invoice, or receipt.

 

2.3. Reimbursement

The refund will be issued within 14 days of receiving the returned product, using the same payment method as the original order.

 

3. Product Condition

To qualify for a return:

• The product must be unused, unworn, and unaltered.
• It must include all original packaging, labels, and accessories.
• It must be in the same condition as when received.

 

Products showing signs of wear, missing components, or damaged packaging (except for verified transit damage) may be refused.

 

4. How to Start a Return

To initiate a return, please contact us at office@e-twow.cn within the applicable return period mentioned in Section 2.

 

Include your order number and clear photos if the item is defective or incorrect. 

• Authorization Required: Returns without prior authorization will not be accepted.
• Once approved, we will provide a return shipping label (for download) or return address instructions.
• After receiving and inspecting your return, we will process a refund to your original payment method or issue a replacement as applicable. 

 

Refunds are typically processed within 14 business days, depending on your payment provider.

 

If more than 15 business days have passed since your return was approved, please

contact us at office@e-twow.cn.

 

5. Return location

The address will be communicated to you during the return process.

 

6. Non-Returnable & Exceptions

The following items are non-returnable unless faulty:

• Custom or personalized items
• Gift cards and sale/clearance items

 

If you are uncertain whether a product is eligible for return, please contact us before

placing your order.

 

7. Damaged or Incorrect Items

Please inspect your order immediately upon delivery.

If the product is defective, damaged, or incorrect, contact us right away.

We will evaluate the issue and offer a repair, replacement, or refund as appropriate.

 

8. Exclusions and Limitations

• Shipping fees are non-refundable unless the return is due to our error or a defective product.
• We are not responsible for items lost or damaged in transit without a valid tracking record.
• Returns sent without authorization will be refused.

 

9. Legal Compliance Statement

This policy complies with:

• Australian Consumer Law (Competition and Consumer Act 2010): Consumers are entitled to a remedy for faulty or misrepresented goods, regardless of any store policy.
• U.S. Federal Trade Commission (FTC) and State Return Disclosure Laws: Our return policy is clearly disclosed, and all statutory refund rights for defective or undelivered goods are honored.

 

Nothing in this policy limits your statutory rights under either Australian or U.S. law.

 

10. Policy Updates

We reserve the right to update or modify this policy at any time to remain compliant with local and international regulations.

 

The most current version will always be available on this website