Refund and Returns Policy

Effective Date: January 6, 2025

At Twinknapo, customer satisfaction is our top priority. We want you to be completely happy with your purchase. If for any reason you are not satisfied with your shoes or products, we offer a comprehensive return and refund policy to make the process as easy and convenient as possible.

1. Returns Eligibility

We accept returns for most products within 30 days of purchase. To be eligible for a return, the following conditions must be met:

  • The item must be unused, unworn, and in the same condition as when you received it.
  • The product must be returned with all original packaging, tags, and accessories.
  • Proof of purchase (receipt, order number, etc.) must be provided.
  • The item must not be on our list of non-returnable products (e.g., final sale or clearance items).

Note: Certain items like custom shoes or personalized products may not be eligible for return or exchange.

2. How to Return an Item

Returning an item to Twinknapo is simple:

  1. Initiate a Return: To begin a return, contact our customer support team at info@twinknapo.com or call our hotline at (863) 285-8588. Provide your order number and reason for the return.

  2. Return Authorization: Once your return is approved, we will send you a return authorization with instructions. Please ensure that you follow these instructions carefully to avoid any delays in processing your return.

  3. Ship the Item Back: Securely package the item in its original packaging and ship it back to us at the address provided. Please note that return shipping fees are the responsibility of the customer, unless the item is defective or the return is a result of our error.

  4. Inspection and Approval: Upon receiving your returned item, we will inspect it to ensure it meets our return criteria. If the return is approved, we will proceed with your refund or exchange.

3. Refunds

Once we process your return, we will issue a refund to your original payment method. Please note the following regarding refunds:

  • Processing Time: Refunds typically take 5-10 business days to be processed once we receive the returned item. However, the time it takes for the refund to appear on your statement may vary depending on your payment provider.

  • Partial Refunds: In certain cases, partial refunds may be issued if the returned item shows signs of wear or is missing accessories or packaging.

  • Non-Refundable Items: Some items, such as gift cards, personalized products, or items purchased during special promotions, may not be eligible for refunds.

4. Exchanges

If you would like to exchange an item for a different size or style, please follow the same procedure as a return. Once your return is processed, you can place a new order for the exchange item.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team immediately at info@twinknapo.com or (863) 285-8588. We will work with you to resolve the issue by either sending you a replacement or processing a refund.

6. Exceptions to the Refund Policy

While we strive to accommodate all returns, there are some exceptions to our refund policy:

  • Custom and Personalized Products: These items are non-returnable unless they are defective.
  • Clearance and Final Sale Items: Items marked as “final sale” or purchased from clearance sales are not eligible for returns or refunds.

7. Contact Information

If you have any questions about our Refund and Returns Policy or need assistance with a return, feel free to contact us:

Hotline: (863) 285-8588
Address: 818 S Oak Ave, Fort Meade, Florida
Email: info@twinknapo.com
Website: twinknapo.com

Thank you for choosing Twinknapo. We appreciate your business and are here to assist you every step of the way!