Refund policy

Return Policy

We offer a 15-day return policy, allowing you 15 days from receiving your item to request a return.

Eligibility for Return
To qualify for a return, items must be in their original condition—unworn, unused, with tags, and in the original packaging. A receipt or proof of purchase is required.

Important Note: Engraved items are non-returnable and non-refundable due to the customization involved.

To initiate a return, please contact us at ecom.twist@gmail.com. Send returns to:

Twist Gifts L.L.C
1st Floor, In Front of Birkenstock
Al Wahda Mall, Abu Dhabi

Customer-Paid Return Shipping: Please note that we do not cover return shipping costs. Customers are responsible for paying the return shipping fee. Items sent back without prior return authorization will not be accepted.

For questions, reach out to us at ecom.twist@gmail.com.

Damages and Issues
Inspect your order upon arrival. If an item is defective, damaged, or incorrect, contact us immediately to resolve the issue.

Exceptions / Non-returnable Items

• Engraved and Customized Items: Due to their personalized nature, these items cannot be returned or refunded.
• Unengraved Items: Eligible for exchange or return within 15 days if they meet return criteria.

Exchanges
We only offer exchanges on unengraved items. To exchange, initiate a return and, once accepted, complete a separate purchase for the new item.

Refunds
Once we’ve received and inspected your return, we’ll notify you of the refund approval. Approved refunds will be processed to your original payment method within 10 business days. Processing time for bank or credit card refunds may vary.

If you haven’t received your refund within 15 business days after approval, please contact us at ecom.twist@gmail.com.