Returns & Refunds policy

You are entitled to request a return and refund of your order within 30 days.

The deadline for returning an order is 30 days from the date you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

Please note that we cannot give refunds or replacements after the 30-day limit has expired.

To exercise your right of return, you must inform us of your decision through a clear statement.

You can inform us of your decision by e-mail: contact@tbw.company

Only factory defects are accepted as a reason for a return. In the case of factory defects, if available, we will replace the product for you.

When returning an item, it must be in all of the original packaging and include all of the original accessories or items that came with it. The item and package should be in original and perfect condition. You will be required to cover shipping on the return of non-defective items.

When sending in a return, please note that it can take up to 7 business days for the return to be processed. We do our best to process as quickly as possible.

We will reimburse you no later than 30 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

We are extremely fair, and in the rare event of something out of the ordinary happening with our products or shipping, we will gladly work with you to find a fair resolution.

Conditions for returns:

In order for the goods to be eligible for a return, please make sure that:

• The goods were purchased in the last 30 days

• The goods are in the original packaging

The following goods cannot be returned:

• The supply of goods made to your specifications or clearly personalized.

• The supply of goods which according to their nature are not suitable to be returned, for example goods which deteriorate rapidly or where the date of expiry is over.

• The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

• The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods

You are responsible for the cost and risk of returning the goods to us. You should send the goods to the following address:

171 Lambeth street, Picnic Point, NSW, Australia 2213

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Gifts:

If the goods were marked as a gift when purchased and then shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to you.

If the goods weren't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to you later, We will send the refund to the gift giver.

Exchange & Cancellation

If you need to exchange an item received, you will need to go through the normal returns process identified in our returns section and then order the correct item, if it is still available.

Orders are processed immediately and dispatched to fulfilment as soon as they are received. For this reason, we are typically unable to honour cancellation requests.

If you need to cancel the transaction, please contact us as soon as possible and we will attempt to cancel the order. If the order has gone too far through the fulfilment process, we will be unable to cancel your order. In that event, you would need to wait until you receive the item and go through the normal returns process as mentioned in the returns section of our policies.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail contact@tbw.company