Return and Refund Policy Overview
Please read the Return and Refund Policy below carefully to ensure a smooth and hassle-free transaction experience.
Return Policy
Timeframe: You have 30 days from the date you receive your item(s) to initiate a return request.
Item Condition: Returned items must be unworn, unwashed, and have their original tags and packaging intact.
Shipping Costs: Please contact us to initiate a return request; we will provide a prepaid return shipping label free of charge. Otherwise, we will not cover the shipping costs for returned items.
Packaging: Please ensure that returned items are securely packaged to prevent damage during transit.
Tracking: Please be sure to use a trackable and insured shipping method when returning items, as we cannot be held responsible for items lost or damaged during the return shipment.
Initiating a Return: Please contact us via email at support@tworiver.us to start the return process. Once your request has been reviewed and approved, we will provide you with a return shipping label and detailed instructions. Returns sent without prior approval will not be accepted.
How to Return
Method: Returned items must be shipped back via mail to the address specified in the return instructions.
Return Shipping Labels
Please contact us to obtain a return shipping label.
Eligible Item Condition
Applicable Items: We only accept returns for items that are in brand-new condition.
Non-Returnable Items
The following specific items are not eligible for return:
Electronic devices (e.g., computers, laptops, Kindle readers) — if more than 30 days have passed since receipt;
Gift cards and prepaid game cards;
Perishable goods, live insects, certain jewelry items, and certain health and personal care products;
Customized or personalized items;
Items subject to special shipping restrictions.
Refund Policy
Timeframe: Eligible items may be returned for a refund within 30 days of the date of receipt.
Refund Method: Refunds will be issued to the original payment method used for the purchase.
Processing Time: Refunds will be processed within 1 to 7 business days after we receive the returned item(s); please allow for additional time for shipping transit and bank processing. Claims
Please inspect your order immediately upon receipt. If you discover any defects, damage, or discrepancies (such as receiving the wrong item), please notify us immediately so that we may resolve the issue for you in a timely manner. To file a claim, please contact our customer service team and provide a detailed description of the issue.
Exchange Policy
For the fastest service experience, we recommend that you first return the original item. Once your return request has been approved, you may then place a new order for the item you require. Return Address: 223, 2nd Floor, Building C, Phase II of Chengshi Shanhai Yunhui, Bantian Street, Longgang District, Shenzhen 518000, China.
Customer Support
We are available 24/7 to answer any questions you may have or to provide any assistance you require:
Phone: +86 13510668922
Email: support@tworiver.us