REFUND & RETURN POLICY
Last updated November 05, 2021

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund or an exchange. Please see below for more information on our return policy.
RETURNS
All returns must be postmarked within seven (7) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.
RETURN PROCESS
To return an item, please email customer service at customercare@2wenti.co.uk to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging and include your proof of purchase, and mail your return to the following address:

2wenti
Attn: Returns
RMA #
Threefield Lane  
Southampton, Hampshire SO14 3LP  
United Kingdom  
Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. 
REFUNDS
After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) days from the receipt of your item to process your return or exchange. We will notify you by email when your return has been processed.
EXCEPTIONS    
The following items cannot be returned or exchanged:
 
     ●     Underwears – both female and male   
 

For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange. 
 
Please Note
      
     ●     Sale items are FINAL SALE and cannot be returned.        

     ●     Cases that 2wenti makes refunds –

  1. Damaged Products:

    If the arrived product is damaged, 2wenti offers a full refund or replacement.

  2. Incorrect or Missing Products:

    2wenti has a strict quality control standard. We will check every product before delivery. If any of the following circumstances exist, we offer a full refund or replacement:

    • Incorrect product
    • Product with the wrong color, size, etc
    • Product with a missing component

    Please note that:

    You don’t need to return the incorrect product. We will refund or resend the right one to you.

    If you have any questions about size, please provide photos of the measurement. Make sure that you measure the item in the correct method. You can send the result to our customer service and we will deal with it asap.

  3. Products Out of Stock:

    2wenti offers a full refund if the product is out of stock. We will notify you and make the refund or replacement.

  4. Products Unable to Ship:

    2wenti offers a full refund if the product can not be shipped. Due to the limited transportation, some products do not have proper shipping option. We will notify you in time and make the refund.

  5. Delayed Orders:

    2wenti offers a full refund if the order delays. It will be counted from the date that the package leaves 2wenti warehouse.

    • In normal circumstances, more than 30 days.
    • In the busy season, more than 40 days, such as Black Friday, Cyber Monday, Christmas, etc.
    • In unforeseen circumstances, such as epidemics etc, the date will be different. Please pay attention to our notification email and message.

    Please note that:

    1. For orders shipped to the USA, European countries, New Zealand, Canada, 2wenti will refund if the total shipping time more than 30 days.
    2. For orders shipped to South America, Middle East, India, Africa, 2wenti will refund if the total shipping time more than 60 days.
    3. Order delay caused by delivery pending, such as an insufficient address, package unclaimed, inability to contact the customer, etc, 2wenti will not refund you.
  6. Cancel Orders:

    2wenti offers a full refund if the order cancels before the product is shipped. But we will not offer a refund if the following circumstances exist:

    • POD order. We will not refund you for the product is customized.
  7. Missing Packages:

    2wenti offers a full refund if the package is missing during the delivery.

   

     ●     Cases that 2wenti does not make refunds –

  1. Order Delivered:

    2wenti will not offer a refund or resend if the tracking info shows ‘order delivered.’

  2. Package Unclaimed:

    If the package is unclaimed, it will be destroyed by the local carrier within 48 hours.

  3. Tracking Information Alert:

    2wenti will not offer a refund or resend if the tracking info alerts. The following reasons may cause the alert:

    • Incorrect/insufficient Address
    • Refused Package
    • Customs Clearance
    • Non-Existing Number
    • Unknown Recipient

   

     ●     Explanation –

  1. Expiration Date of Raising Dispute:

    You can raise a dispute within 30 days from the date you place the order.

    Please note that:

    A dispute will be closed automatically if you have not answered for 3 consecutive days.

  2. Dispute Denied:

    The following disputes will be denied.

    • Closed Order.

      2wenti will deny your dispute if the order status is closed.

    • No Tracking Info

      2wenti will deny your dispute if the tracking info expired. Generally, the post office will keep tracking information of the order for 180 days.

    • Destination

      2wenti will deny the dispute if your order is shipped to the following countries:

      Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine; Paraguay; Guatemala; Reunion; The Commonwealth of Puerto Rico; Hawaii; Alaska; Guadeloupe; Martinique; and French Guiana.

    • Force Majeure

      2wenti will deny the dispute of any product damaged or shipping delay caused by the act of God, epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.

  3. Others

    2wenti will deny the disputes caused by the following reasons:

    1. Shopper does not like the product.
    2. Item doesn’t match the listing description, such as inaccurate measurement.
    3. Product smells unusual.

       

QUESTIONS
If you have any questions concerning our return policy, please contact us at: 
customercare@2wenti.co.uk