Returns & Refunds
Returns are accepted within 90 days of the delivery date; however, they must be reported to TWILINE in advance and expressly confirmed by us.
Returns of Undamaged Products
Products that are in perfect condition and were delivered correctly may be returned, provided they are in their original, unopened, unused, and resalable condition.
A copy of the delivery slip and a copy of the corresponding invoice must be included with the return. Returns without these documents cannot be processed.
An administrative fee of 20% of the net sales price, with a minimum of CHF 50, will be deducted for processing, inspection, and restocking.
Return shipping is at the customer’s expense and responsibility. A return label will not be provided.
Upon receipt and inspection of the merchandise, a credit memo will be issued for the applicable amount. The resulting credit balance may be used to purchase other products from TWILINE. The credit balance will not be paid out in cash.
The credit note will be issued within 20 days of receipt and inspection of the return.
Defective or Incorrectly Delivered Products
In the case of defective or incorrectly delivered products, please contact us in advance so that we can coordinate the next steps.
For such returns as well, a copy of the delivery slip and a copy of the corresponding invoice must be included. The requirement that the product remain unopened does not apply in cases of valid defects, provided the defect could not be detected until after the product was opened or put into use.
The 20% administrative fee applicable to returns of non-defective products will not be charged in cases of valid defects or incorrect deliveries.
Products Excluded from Return
The following, in particular, are excluded from the voluntary return policy:
products that have been opened or used,
damaged or incomplete products,
products that are no longer in their original, resalable condition,
custom-made, configured, modified, specially procured products, or products no longer carried in the regular product line,
returns made more than 90 days after the delivery date.
Further details can be found in our Terms and Conditions (T&C).