Applicability of Policy

By agreeing to use the TwoOwls Store and/or initiating a request for purchase of product(s) on the TwoOwls Store, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the TwoOwls Store.

Please note that we may from time to time change the terms of the Policy that govern your return, refund or cancellation of an order for Products on the TwoOwls Store Platform. Every time you wish to use the TwoOwls Store Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.

Return

Return request can only be accepted when the product is found damaged or any material defect in the product, or part of the product or accessory is missing, subject to any external damage to the product shall be acknowledged at the time of delivery of the product to the User. You agree and acknowledge to take the open delivery of the fragile products, as and when required, and if product found damaged then verify the same and return the product promptly, or if the product so delivered is in proper condition, then accept the delivery of the product.

If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the TwoOwls Store Platform. We will in our sole discretion verify if: (a) the defects and damages in the products or the non-compliances claimed in such products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged or defective product received. Further to the assessment of the damage or the concern reported in the return request, we may, in our sole discretion, resolve the issue subject to the assessment report, in a manner as we may deem fit.

Please be informed that delivered products can only be returned within 24 hours of receipt of the said product by you, provided the products are in original condition, unused, uninstalled, undamaged and in saleable condition with original packaging, tags and label intact and all accessories therein, no damage having occurred post-delivery of the product while in your possession, etc.

You agree and acknowledge that the return package should be adequately and strongly packed to maintain the product intact. The returned products are subject to verification by TwoOwls Store in order to determine the legitimacy of the returned product. Any product returned in the damaged condition shall not be refunded.

We remit the refund within 15 (fifteen) business days of receiving and verifying the condition of the product once returned.

Cancellation

User can cancel orders for products fully or partially prior to the shipment of the purchased order is processed. An order cannot be cancelled once shipped. You can modify an order within 24 hours provided the order has not been shipped.

On receipt of the cancellation, we shall cancel the order and initiate the refund for the products within 15 (fifteen) business days from the receipt of the cancellation request from you. The amount shall be refunded to you through the same mode of payment used by you for the purchase. All refunds shall be subject to applicable policies and charges of the User’s bank/ financial institution.

Refund

User may seek refund upon raising a request for return or cancelling the order on the TwoOwls Store. Such refund will be made to you only in the event of the payment received by us for such product or the order.

Please be informed that once you raise the refund or return request of the products, the refund amount for such products which are eligible for return and return as per the terms of this policy will be processed within 15 (fifteen) business days from the date of verification and non-compliance in the product done by us.

Please note that we do not make any cash refunds. The amount shall be refunded to you, within 15 (fifteen) business days, through the same mode of payment used by you for the purchase. All refunds shall be subject to applicable policies and charges of the User’s bank or financial institution. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a product that is deemed ineligible for a refund based on our verification and assessment. You agree and acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions. However, if the you do not receive the refund amount within the stipulated time, you may reach us out @ support@twoowlsstore.com.

You agree and acknowledge that the refund initiated to the User shall not include any amount paid towards the shipping charges or any other such charges applicable from time to time. However, if product delivered to you is defective or damaged, we may, at our sole discretion and for reasons attributable to and accepted by us after due verification of the returned product, refund the shipping charges to you. In the event of non-returnable product found damaged or defective, you will be provided with a refund subject to our verification and examination of the damage or defect of the product.

We reserve the right to reject a refund request for a product, if it does not satisfy the terms and conditions stipulated under this policy on our assessment pursuant to its return. We may in such cases notify you and send the returned product back without initiating a refund.

Customer Support

Any queries or concerns relating to the return, refund and cancellation may be directed by you to our customer support team who can be contacted at support@twoowlsstore.com.