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  • Cancellation and Refund Policy

    Cancellation & Refund Policy

    You can cancel your order within 24 hours of placing it. Please email us at customersupport@almosttwins.com with a request to cancel your order. If your cancellation is accepted, you will receive a full refund from us in 3-5 days, depending on the payment processor and your bank.

    We encourage customers to call us at +1 (513) 318-1360 or contact us via chat for urgent support.

    You can also make changes to your order in the first 24 hours. Please understand that if you submit requests after the 24-hour frame we will not be able to accommodate them since the product is already in production.

    Refund Request

    You can submit a refund request if:

    • We missed customers' order cancellation and/or exchange requests within a 24-hour after the order was placed.
    • The product variant, appearance, and/or quality are not as described on the product page.
    • The product is faded, damaged, and/or missing pieces.

    We do not accept refund requests when:

    • Lost orders are due to customer address misrepresentation.
    • Undamaged item, but customers simply change their minds.
    • The product is damaged, caused by the customer.

    Refund Amount

    If you request a refund within 24 hours and before we start designing your order, you will receive a full refund.

    If you requested a refund and we already started the design process, then we will send you a partial refund. The partial refund will be the value of the total order minus the design fee of $15.

    When making a refund request, please provide the following:

    • Digital receipt from our store. 
    • The reason for the return/refund request.

    Please allow us 24 hours (Sundays are not counted) to respond to your email. Please do not return the item before until you receive the approval for refund confirmation.

    If we confirm that your return and/or refund request is eligible, please return the parcel to our warehouse located at 18 Carnegie Way, West Chester, OH, 45240.

    Customers are in charge of the return shipping fee to our warehouse.

    If your refund request is approved, the refund is credited in the same currency as the original payment:

    • For bank account payments, the refund is credited to your bank account.
    • For PayPal balance payments, the refund is credited to your PayPal balance.
    • For credit card payments, the refund will be credited to the sender's card (it can take up to 10 days, depending on the card issuer).

    Late Refund

    If you haven’t received a refund yet, first recheck your bank account. Then contact your credit card company. It may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at customersupport@almosttwins.com