Refund & Return Policy
We stand behind every product we sell. If something is not right with your order, we are here to make it right — quickly and fairly.
Our Return & Refund Promise
At Twacha Professional, customer satisfaction is at the heart of everything we do. We take great pride in the quality of our products and packaging, and every order is carefully prepared before dispatch. However, we understand that issues can occasionally arise — and when they do, we are committed to resolving them fairly and promptly.
This policy applies to all purchases made on twacha.co.in and through any official Twacha Professional sales channels. Please read this policy carefully before making a purchase.
Return Eligibility
Due to the nature of skincare and personal care products, returns are accepted only under specific circumstances. A return request will be considered valid and eligible only if it meets all of the following conditions:
| Return Reason | Eligible? | Time Limit to Report |
|---|---|---|
| Product received is physically damaged or broken | ✓ Yes | Within 48 hours of delivery |
| Wrong product delivered (not matching order) | ✓ Yes | Within 48 hours of delivery |
| Product is expired at time of delivery | ✓ Yes | Within 48 hours of delivery |
| Product is missing from the order | ✓ Yes | Within 48 hours of delivery |
| Product packaging is tampered or seal broken on arrival | ⚠ Conditional | Must be reported before opening. Within 24 hours. |
| Change of mind / no longer needed | ✗ No | Not applicable |
| Product not suitable for skin type (personal preference) | ✗ No | Not applicable |
| Allergic reaction or skin sensitivity | ✗ No | Not applicable — please patch test before use |
| Product opened and partially used | ✗ No | Not applicable |
| Delayed delivery beyond estimated date | ⚠ Conditional | Only if delayed by 10+ business days beyond estimate |
All return and refund claims must be reported within 48 hours of delivery. Claims reported after this window may not be accepted. We strongly recommend inspecting your order immediately upon receipt.
Non-Returnable & Non-Refundable Items
The following products and situations are strictly not eligible for return or refund under any circumstances:
Any product whose outer seal, inner seal, or packaging has been opened, broken, or tampered with by the customer cannot be returned or exchanged. This is a hygiene and safety policy that protects all our customers and cannot be waived under any circumstance.
- Products that have been opened, used, or whose hygiene seals have been broken by the customer
- Products purchased during a sale, promotional event, or using a discount coupon (unless damaged or defective)
- Products returned without original packaging, labels, or accessories
- Products reported as damaged or defective after the 48-hour reporting window
- Products where damage appears to be caused by the customer after delivery (drops, exposure to heat, water damage etc.)
- Shipping charges — original delivery fees are non-refundable unless the return is due to our error
- COD (Cash on Delivery) handling fees
- Gift cards, vouchers, or promotional credits
- Bulk orders that have been confirmed, paid for, dispatched, and received without documented damage
- Products purchased from third-party marketplaces (Amazon, Flipkart etc.) — please follow their respective return policies for marketplace purchases
We strongly recommend performing a patch test before using any new skincare product. Apply a small amount on your inner wrist or behind the ear and wait 24 hours to check for any reaction. Returns due to skin sensitivity or allergic reactions are not covered under this policy as individual skin reactions cannot be predicted or controlled by us.
How to Initiate a Return
If your order is eligible for a return based on the criteria above, please follow this step-by-step process. Do not send any products back without first receiving approval from our team — unapproved returns will not be accepted or refunded.
Products sent back to us without prior written approval from our team will not be accepted at our warehouse and will be returned to the sender. No refund will be issued for unauthorised returns. Always wait for our email approval before shipping anything back.
14 Working Days Refund Timeline
We understand that waiting for a refund can be stressful. That is why we have established a clear, committed timeline for every refund — so you always know what to expect.
Here is a breakdown of the refund timeline from start to finish:
| Stage | Who Acts | Timeframe |
|---|---|---|
| You submit your return/refund request with evidence | Customer | Within 48 hours of delivery |
| We acknowledge your request | Twacha Team | Within 24 hours |
| Claim review and verification | Twacha Quality Team | 1–3 business days |
| Return pickup arranged or approval issued | Twacha Team | 1–2 business days after approval |
| Product received and inspected at our warehouse | Twacha Warehouse | 2–4 business days after return dispatch |
| Refund initiated to your payment method | Twacha Finance | Within 14 working days of claim approval |
| Refund reflects in your account | Your Bank / Payment Provider | Included within the 14-day window |
If your refund has not been credited within 14 working days from the date of approval, please contact us immediately at professionaltwacha@gmail.com with your Order ID and refund approval reference. We will escalate the matter with our payment gateway and resolve it for you.
Refund Methods & Modes
Refunds are always processed back to the original payment source wherever possible. The method and timeline depend on how you originally paid:
| Payment Method Used | Refund Mode | Credit Timeline |
|---|---|---|
| Credit Card / Debit Card | Back to original card | Within 14 working days |
| UPI (GPay, PhonePe, Paytm, BHIM etc.) | Back to original UPI account | Within 14 working days |
| Net Banking | Back to original bank account | Within 14 working days |
| Wallets (Paytm Wallet, Amazon Pay etc.) | Back to original wallet | Within 14 working days |
| Cash on Delivery (COD) | NEFT / IMPS to your bank account (details required) | Within 14 working days after bank details provided |
| EMI (if applicable) | Refund to card / account; EMI cancellation subject to bank policy | Within 14 working days (bank EMI processing may vary) |
Since no digital payment was made for COD orders, refunds are processed via NEFT/IMPS bank transfer. Please provide your bank account number, IFSC code, and account holder name when submitting your refund request. The 14 working day refund window begins once valid bank details are received.
Please note that while we initiate the refund within our committed 14 working days, the actual credit to your account may depend on your bank or payment provider’s own processing times. Most banks reflect the amount within 3–5 business days of our initiation, which falls comfortably within the 14-day window.
Replacement Policy
In many eligible cases, we offer a free replacement as an alternative to a refund — because we want you to have the product you originally ordered, delivered correctly and in perfect condition.
For all eligible claims (damaged, wrong item, defective, missing), you have the choice between a free replacement shipment or a full refund to your original payment method. We will never force a replacement in lieu of a refund.
How Replacements Work
- Once your claim is approved, we will ask whether you prefer a replacement or a refund
- Replacement orders are dispatched within 2–3 business days of claim approval
- Replacement shipments are sent at no additional cost — free shipping applies
- The replacement product will be the same item as originally ordered. We do not offer exchanges for different products
- If the original product is out of stock at the time of replacement, we will offer a full refund within 14 working days
- Only one replacement per order is permitted. If the replacement also arrives damaged, a full refund will be issued
Damaged, Defective & Expired Products
Physically Damaged on Arrival
If the outer packaging or the product itself arrives physically damaged — crushed, cracked, leaking, or broken — please follow these steps:
- Do not discard the packaging or product material — keep everything as received
- Photograph the damaged outer box before opening it
- Photograph the damaged product(s) inside the package
- Note the Order ID, delivery date, and AWB/tracking number
- Contact us within 48 hours of delivery with photos and your order details
Product Defective or Not Working as Expected
If a product is defective — for example, the pump dispenser is broken, the tube is split, or the product texture/smell is clearly abnormal — this may indicate a manufacturing defect. Report it within 48 hours with clear photos or a video demonstrating the defect. We will review and process accordingly.
Product Arrived Expired
We strictly follow FIFO (First In First Out) stock management and perform expiry checks before dispatch. In the unlikely event that a product with an expired or near-expired date (within 30 days of use) reaches you, report it within 48 hours with a clear photo of the expiry date on the product. A full refund or replacement will be issued immediately upon verification.
Damage caused by the customer after delivery — such as dropping the product, exposure to extreme heat, water damage, or improper storage — is not covered under this policy and is not eligible for return or refund.
Order Cancellations
You may cancel your order only if it has not yet been dispatched from our warehouse. Once an order is dispatched, cancellation is no longer possible.
How to Cancel
Contact us immediately after placing the order via email at professionaltwacha@gmail.com or WhatsApp at +91 93108 58550 with your Order ID and reason for cancellation. Orders placed after 2:00 PM IST may only be cancellable the following morning before processing begins.
Refund on Cancellation
- Prepaid orders cancelled before dispatch — full refund to original payment method within 14 working days
- COD orders cancelled before dispatch — no charges applicable as payment was not collected
- If the order has already been dispatched, cancellation is not possible. You may refuse the delivery, after which it will be returned to us (RTO). For prepaid orders, a refund will be issued minus the return shipping cost within 14 working days of us receiving the product back
Bulk orders (above ₹50,000) that have been confirmed with payment can only be cancelled before dispatch. Once dispatched, they cannot be cancelled. Refunds for cancelled bulk orders will be processed within 14 working days.
Special Cases & Edge Situations
We have carefully considered the following edge cases and how they are handled under this policy:
Order Delivered to Wrong Address (Our Error)
If our system or warehouse team dispatched your order to an incorrect address due to an error on our part, we will arrange a re-delivery to the correct address at no cost, or issue a full refund within 14 working days if re-delivery is not possible.
Payment Deducted but Order Not Confirmed
If your payment was deducted from your account but you did not receive an order confirmation, do not place the order again. Contact us within 24 hours with your payment transaction reference number. In almost all cases, this is a temporary payment gateway hold that auto-reverses within 5–7 business days. If it does not reverse, we will issue a manual refund within 14 working days.
Duplicate Order Placed by Mistake
If you accidentally placed the same order twice, contact us immediately (before dispatch). We will cancel the duplicate order and process a full refund to your original payment method within 14 working days.
Partial Order Cancellation
If your order contains multiple items and only some need to be cancelled or returned, we handle each item individually. The refund for approved cancellations or returns will be for the specific item value, minus any applicable shipping adjustments, and processed within 14 working days.
Product Recall by Twacha
In the rare event that Twacha Professional initiates a product recall due to a quality issue, all affected customers will be notified directly via email. A full refund or free replacement will be offered, and the refund will be processed within 14 working days of notification.
Gifted Orders
If the order was a gift and the recipient finds an issue (damaged, wrong product), the original purchaser must initiate the return/refund request with the Order ID. The refund will be processed to the original purchaser’s payment method only.
Order Stuck in Transit for Extended Period
If your order has not moved in the tracking system for more than 7 consecutive days after dispatch, contact us. We will raise an investigation with our logistics partner. If the shipment is confirmed lost in transit, a full refund will be processed within 14 working days of the lost shipment confirmation, or we will dispatch a replacement — your choice.
Force Majeure (Natural Disasters, Strikes, etc.)
In cases where delivery is impossible due to force majeure events (floods, earthquakes, pandemic-related restrictions, etc.), we will offer a full refund within 14 working days if the order cannot be delivered within 30 days of the original estimated date.
If you have a situation that is not explicitly covered in this policy, please contact us and explain the circumstances. We review every case on its individual merits and will do our best to find a fair resolution. Our goal is always a positive outcome for our customers.
Contact Us for Returns & Refunds
Our customer support team handles all return and refund requests with priority. Please have your Order ID and relevant photographs ready when reaching out for faster resolution.
professionaltwacha@gmail.com
Response within 24 hours on business days
+91 93108 58550
Mon–Sat, 10:00 AM – 6:00 PM IST
All damage / wrong / missing item claims must be raised within 48 hours of delivery.
All approved refunds are credited within 14 working days — guaranteed.
Order ID • Full name and registered email • Date of delivery • Description of the issue • Clear photographs or video • Preferred resolution (refund or replacement)