Return & Exchange Policy

Return & Exchange Policy

Free exchange or store credit within 30 days of purchase with original receipt and tags attached to the merchandise. You are welcome to take the item back to your nearby store or post it back to us. Please take a photo of the tracking number and keep it in your phone at all times, just in case your chosen logistics company loses your parcel.

We are happy to issue a store credit to your account associate with twighomeware.com.au so you can purchase other items. Twig Homeware credit doesn’t have an expiration date, so you have plenty of time to choose something amazing later.

Refunds can be provided after 10 days of purchase (ROG) 10 Days count from arrival of the parcel through parcel tracking number. We can give you the refund from a nearby store or you can post it back to us.

ie: If you have purchased your item on 1st March and received the parcel on 3rd March According to parcel tracking number, as long as you post it back and make sure it will arrive before 13th March, (or take it to your nearby store in person by this date) you are eligible to get a full refund.

Returned item must have the original register receipt and tags attached to the merchandise. We are unable to accept the return of merchandise in unsellable condition. Other restrictions may apply.

Change of Mind Policy

You are more than welcome to benefit from our Change of Mind Policy which is offered for most of our ranges/products in addition to your statutory rights or any additional manufacturer warranties.

If, for any reason, you have changed your mind with your purchase, we are happy to provide you with a refund for an online purchase and an exchange or store credit for an in-store purchase subject to the following conditions:

  1. Product must be presented to us within the following timeframes:
  • Online Orders : 30 days from the date of delivery; &
  • In-store Purchase: 14 days from the date of purchase.
  1. Original Receipt must be provided to us as a satisfactory proof of purchase. You can print one out from your profile or email if its an online order from twighomeware.com.au
  2. Returned product must be unused, in original packaging with all tags & stickers, in original brand new condition and including any accessories, manuals and documentation.

EXCLUDED PRODUCTS

TwigHomeware.com.au (Twig & Twine) Change of Mind Policy does NOT apply to:

  1. Gift cards or vouchers;
  2. End of Season or End of Line Sale items purchased in-store;
  3. Clearance items and goods sold as ‘seconds’;
  4. Made-to-order, personalised or monogrammed items;
  5. Items that have an accompanying tag that states ‘no change of mind’;
  6. Repaired or replacement items provided under our policy;
  7. Any personal items for health and hygiene reasons.

We reserve the right to reject any returns that do not meet the above requirements.

PLEASE NOTE:

  • For online purchases, we will refund you the amount you paid, excluding the original delivery charges. Refunds will be processed the way you made your original purchase. The refund guarantee does not include the costs of return postage if you return via post. We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit. Please take a photo of the returned parcel tracking number and keep it in your phone just in case your chosen logistics company loses your parcel.

Consumer Guarantees

Our goods come with guarantees under the Australian Consumer Law. If you believe a product purchased from us is damaged, faulty or unsafe or is not of acceptable quality, fit for the specified purpose or does not match the description given to the product, you may return it to us within a reasonable period after purchase. In the unlikely event that your item arrives damaged or faulty, you must also notify us as soon as possible with videos of receipt and opening the package or other form of evidence.

If a Product has a minor defect, we may provide a repair within a reasonable time. If we cannot repair the product within a reasonable time, then you can choose a replacement, refund or in-store credit. If the Product is assessed as having a major failure you may choose to return the product and receive a refund or an in-store credit or receive an identical replacement (or one of similar value if reasonably available to us). Otherwise you may keep the product and request compensation equal to the drop in the value of the product owing to the problem.

For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au.

PLEASE NOTE:

  • Products that are damaged as a result of normal wear and tear, misuse, failure to take reasonable care or failure to use in accordance with manufacturer’s instructions are not considered to be faulty.
  • If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
  • Products marked as seconds or samples cannot be returned due to the fault that was identified at the time of purchase. If the product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.
  • For online returns, if you are returning a faulty Product, please contact our Customer Service Team and provide your order number and a full detailed description of the problem. You will be asked to provide supporting evidence(Videos or pictures). Depending on the problem our Customer Service team will determine how best to resolve it with minimum inconvenience to you. Where during the preliminary assessment, we agree that a Product is defective and needs to be replaced or repaired, return shipping will be arranged at our expense. You are nevertheless entitled to recover reasonable postage costs if the product is confirmed to have a defect later. We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit. Please keep the receipts of any shipping costs you incur.
  • For in-store returns, we will assess the returned product in-store but in certain circumstances, it may be necessary for us to send the product away for assessment within a reasonable period.

To return a faulty item, you must follow our returns process. Please refer to ‘Organising the Return of Products’ below for more information.

Manufacturer Warranty

Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of the Consumer Guarantees that apply under the Australian Consumer Law and our change of mind guarantee.

PLEASE NOTE:

  • For online returns you may also be required to send us images of the damage to help us with our assessment. We will then contact the supplier to finalise your warranty claim. Please do not attempt to return an item before speaking to one of our specialists (as you may be responsible for associated expenses where your product is found not to be in breach of warranty).
  • Products that are damaged as a result of normal wear and tear, misuse, failure to take reasonable care or failure to use in accordance with manufacturer’s instructions are not considered to be faulty.

Organising the Return of Products

Products must be returned whenever we agree to provide you with a refund or replacement or ask you to return the Product to us for inspection. Please ensure that you meet the conditions discussed above.

To return an item you purchased in-store, you may take it to your nearest Twig & Twin (Twighomeware.com.au) store. In the case of goods that come with a manufacturer’s warranty or guarantee, in-store or directly to the manufacturer. If you cannot return the goods in-store, please contact our Customer Service Team on [email protected] for details.

To return an item you purchased online, for any reason, you may arrange the return either by return postage through Australia Post or delivering it personally to your nearest Twig & Twin store.

It is your responsibility to ensure that the Products are protected from damage or loss in transit. Returns that are damaged or soiled in transit may not be accepted and may be sent back to you and/or a refund refused. Returns without a tracking number and lost can not get a refund or store credit to exchange.

Return Authorisation Number (A Must Have)

All returns sent to us via post must have a Return Authorisation (RA) number which you will need to obtain from us. This is required for replacement Products and refunds. After you have provided us with the required information, the Customer Service team will email you a RA number, which you must write on your original invoice prior to posting. The Product should be returned to us within 30 days from arrival of your purchase to arrival of your return to our warehouse. Returns without an RA number will not be accepted. If you send us a Product without an RA, we may not be able to identify sufficient details to enable us to attend to your claim. You will be notified by email once your return has been received and processed. Unidentified returns may be returned to the sender. Therefore please ensure all details are clear and concise.

For Return Authorisation Number, please contact sales[email protected]

Proof Of Purchase

It is important for us to establish that claims made about our goods are genuine and that you originally purchased the goods from us. You must present your invoice or register receipt (or a copy or photo of it). We reserve the right to reject your claim if you cannot reasonably demonstrate that you purchased the product from our store.

Refunds

Where we agree to refund you for a Product the refund will be credited to your original method of payment. Please note, for Afterpay and Zippay refunds or cancellations, 7% of the total order value will be deducted due to associate merchant fees.

Further information

For further information, please contact our Customer Service Team via online chat. For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au

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