Effective Date: 26 May 2023
Thank you for shopping with The Twisted Cloth. We want you to be completely satisfied with your purchase. If you need to return an item, please review our returns policy below:
1.1 Unused and Unworn:
To be eligible for a return, the item must be unused, unworn, and in the same condition as when you received it. It should be in its original packaging with any tags or labels still attached.
1.2 Time Limit:
You must initiate the return process within 7 days from the date of delivery. Returns requested after this period may not be accepted.
The following items are non-returnable:
- Earrings (for hygiene reasons)
- Sale or clearance items (unless they are defective)
- Hair Accessories (for hygiene reasons)
3.1 Contact Us:
To initiate a return, please contact our customer service team at hello@thetwistedcloth.co.za. Provide your order details and a description of the item(s) you wish to return.
3.2 Return Authorization:
Our customer service team will provide you with a return authorization number (RA number) and instructions for returning the item(s).
3.3 Packaging and Shipping:
Pack the item(s) securely in the original packaging or a suitable alternative. Include the RA number on the package. You are responsible for the cost of return shipping unless the item is defective or there was an error on our part.
4.1 Refunds:
Once we receive and inspect the returned item(s), we will notify you of the status of your refund. If approved, the refund will be processed to the original payment method within 14 days. Please note that shipping costs are non-refundable.
4.2 Exchanges:
Due to the nature of the products sold, we do not allow exchanges.
Whilst every care is taken to safely package your item for transport we, The Twisted Cloth, cannot be held liable for damages incurred by couriers handling the shipment. The Twisted Cloth hair accessories and other accessories are carefully handmade or parts thereof. We pride ourselves in offering the best quality to our customers. While great care is taken to maintain consistency, occasionally the handmade nature of our products result in variations within our product range. By purchasing our products you agree to respect and understand the rare occasion where variations may occur, so long as they are reasonable. All items are carefully inspected before shipping. However If you receive a damaged or defective item not due to shipping and find that you are completely unsatisfied with your purchase please contact us via email: hello@thetwistedcloth.co.za. You will need to provide detailed information and, if possible, include photographs of the issue. We will work with you to resolve the problem promptly.
If you have any questions or concerns regarding our returns policy, please contact us at hello@thetwistedcloth.co.za. Our customer service team will be happy to assist you.
