Twoya Refund & Returns Policy

Last Updated: January 02, 2026

Overview

At Twoya, we take pride in our handcrafted leather products and want you to be completely satisfied with your purchase. This Refund & Returns Policy explains your rights and how we handle returns, refunds, and exchanges for retail and bulk orders.

Eligibility for Returns

You can request a return within 5 business days of receiving your order. To be eligible:

Items must be unused and in the same condition as received.
Items must be in the original packaging.
Proof of purchase (invoice or order confirmation) is required.

Non-returnable items:

Gift cards
Items damaged due to misuse, accidents, or improper handling
Personalized or custom-made items (unless defective)

Refunds

Once we receive and inspect your returned item:

We will notify you via email about approval or rejection of your refund.
If approved, a refund will be issued to your original payment method.
Refund processing may take 5–10 business days, depending on your bank or card issuer.

Late or missing refunds:

If you haven’t received your refund, first check your bank account.
Then contact your credit card company or payment provider, as processing times may vary.
If still not received, contact us at [contact@twoya.shop].

Exchanges

We replace items only if they are defective.

To request an exchange, email [contact@twoya.shop] with photos of the issue.
We will guide you through sending the item back.
Replacement items will be shipped once the original item is received and inspected.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

Customers are responsible for return shipping costs, unless the item is defective or incorrect.
Shipping costs are non-refundable.
For expensive items, we recommend using a trackable shipping service or purchasing shipping insurance.
Return address will be provided after your return request is approved.

Sale Items

Only regular-priced items are eligible for refunds. Sale or discounted items are not refundable, except if defective.

Damaged or Incorrect Items

If you receive a defective, damaged, or incorrect item:

Contact us immediately at [contact@twoya.shop].
Include your order number and photos of the issue.
We will arrange a replacement or refund at no additional cost.

International Orders

For customers outside Bangladesh:

- Customs duties, taxes, or import fees are the responsibility of the buyer.
- Shipping times may vary depending on your location and local courier services.
- We are not responsible for delays caused by customs clearance.