Refund policy

At TWT Production, we strive to ensure your satisfaction with every purchase. This Return and Refund Policy outlines the process for returning products and requesting refunds. Please read carefully before making a purchase.

1. Eligibility for Returns

  • Timeframe: Returns must be requested within 7 days of receiving your order.
  • Condition: Products must be unused, in their original packaging, and in the same condition as when received.
  • Eligible Products: Returns are accepted for defective, damaged, or incorrect items only. Custom-made products (e.g., personalized paper cups) are non-returnable unless defective.
  • Proof of Purchase: A valid order number or receipt is required for all returns.

2. Return Process

  • Step 1: Contact us at twtproductionteam@gmail.com within 7 days of delivery, providing your order number, reason for return, and photos of the issue (if applicable).
  • Step 2: We will review your request and, if approved, provide return instructions. Do not return items without prior approval.
  • Step 3: Ship the item back to us at your expense (unless the return is due to our error). We recommend using a trackable shipping method.

3. Refund Policy

  • Refund Eligibility: Refunds are issued only for defective, damaged, or incorrect items upon inspection of the returned product.
  • Refund Method: Refunds will be processed to your original payment method within 7 business days of receiving and inspecting the returned item.
  • Non-Refundable Costs: Shipping fees, handling charges, and any customs duties are non-refundable.
  • Custom Orders: No refunds will be issued for custom-designed products unless they are defective or do not match the approved design.

4. Damaged or Defective Items

If your product arrives damaged or defective, please notify us within 48 hours of delivery. We may offer a replacement or refund at our discretion, subject to inspection. Shipping costs for replacements due to our error will be covered by us.

5. Non-Returnable Items

  • Products marked as "final sale."
  • Items damaged due to misuse, improper handling, or failure to follow care instructions.
  • Bulk orders or products purchased for resale, unless otherwise agreed in writing.

6. Compliance with Hong Kong Laws

We comply with the Sale of Goods Ordinance (Cap 26) and the Trade Descriptions Ordinance (Cap 362). Products are guaranteed to match their description and be of satisfactory quality. However, we do not offer refunds for change of mind unless required by law.

7. Contact Us

For questions or to initiate a return, please email twtproductionteam@gmail.com or call +852 53212049. We aim to respond within 2 business days.