Refund policy
RETURN & REFUND POLICY
TWISPE BY NELA
We want you to feel confident when purchasing from Twispe by Nela. Please read our policy carefully before placing your order.
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1. CUSTOM & PERSONALISED ITEMS
All custom and personalised pieces (including custom jackets) are non-refundable and non-exchangeable.
Each item is made specifically for you, based on your request and design preferences.
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2. DEPOSITS (CUSTOM JACKETS)
A 50% deposit is required to begin your custom jacket.
- Once work has started, the deposit is non-refundable.
- The remaining balance must be paid in full before delivery.
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3. NON-PERSONALISED ITEMS
For non-custom products:
- Returns may be accepted within 14 days of delivery
- Items must be unused, in original condition, and in original packaging
Shipping costs are non-refundable, and return shipping is the responsibility of the customer.
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4. DAMAGES OR ISSUES
If your item arrives damaged or incorrect, please contact us within 48 hours of delivery.
We may request:
- Photos of the item
- Photos of the packaging
- Details of how the item was received
This helps us understand the situation clearly.
If the issue is due to a fault on our side, we will offer a repair or appropriate solution.
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5. WEAR & CARE DISCLAIMER
We are not responsible for damage caused by:
- Normal wear and tear
- Improper care
- Misuse of the product
Please follow all care instructions provided.
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6. REPAIRS (CUSTOM JACKETS)
If your jacket has an issue related to the creation process, we will review the case and offer a repair where appropriate.
Damage caused by use or external factors is not covered.
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7. REFUNDS
Refunds (if applicable) will only be processed once the returned item has been received and inspected.
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8. CONTACT
For any return or refund enquiries, please contact:
Email: twispebynela@gmail.com
Instagram: @twispebynela
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