Refund & Return Policy

At MyTwacha, we believe skincare is a deeply personal experience. Each product is thoughtfully created with care, purity, and intention. We sincerely hope every order brings you satisfaction.

However, if something does not meet your expectations, we are here to assist you with the utmost care.

1. Returns Eligibility

To maintain the highest standards of hygiene and product integrity, we accept returns only under the following conditions:

  • The product remains unused, unopened, and in its original packaging
  • A return request is raised within 48 hours of delivery
  • Valid proof of purchase is provided (order ID or invoice)

Kindly note that we are unable to accept returns for products that have been opened or used, as this ensures safety and quality for all our customers.

2. Damaged, Defective, or Incorrect Deliveries

While we take great care in packaging and dispatching your order, in the rare event that you receive:

  • A damaged product
  • A defective item
  • An incorrect product

We request you to inform us within 48 hours of delivery by sharing:

  • Clear images or videos of the product
  • Unboxing video
  • Your order details

Once reviewed, we will promptly arrange for a replacement or issue a full refund, depending on availability and your preference.

3. Items Not Eligible for Return

To preserve the integrity of our formulations, the following are not eligible for return or refund:

  • Opened or used products
  • Products damaged due to improper handling or storage
  • Items purchased during special promotions or sale events (unless received damaged or incorrect)
  • Gift cards (if applicable)

4. Order Cancellations

  • Orders may be cancelled within 24 hours of placement or prior to dispatch, whichever occurs first
  • Once an order has been shipped, we are unable to process cancellations

5. Refund Process

  • Upon receiving and inspecting the returned item, we will notify you regarding the status of your request
  • Approved refunds will be processed within 5–10 business days
  • The amount will be credited to your original method of payment

Please note that any applicable shipping charges are non-refundable.

6. Return Shipping

  • Return shipping costs are to be borne by the customer, unless the product received is damaged, defective, or incorrect
  • We recommend using a reliable, trackable shipping service, as we are unable to take responsibility for items lost in transit