Returns and refunds
If something is not right, we would rather hear about it than have you keep it. Contact us first on +94 777 249 125 or info@twixen.com, and we will tell you what to do next.
What can be returned
- The item must be unopened and unused, in its original packaging, with the seal intact.
- It must reach us within 7 days of the dispatch date.
- Please include the original invoice in the package.
What cannot be returned
Cosmetics that have been opened or used cannot be taken back, for hygiene reasons. This does not apply if the product is faulty, damaged or not what you ordered — see below.
Damaged, faulty or wrong items
Tell us as soon as you notice. We will replace the item or refund it, whichever you prefer and whichever we can do, and we pay the return postage because the mistake was ours.
Refunds
We check the item when it reaches us and then tell you the outcome. An approved refund goes back the way you paid — to your bank account for a bank transfer, or as a bank transfer if you paid cash on delivery. The original delivery charge is not refunded.
Refunds and exchanges are processed within 5-7 business days of the item reaching us. Your bank may take a few days more to show it.
Exchanges
Ask within 7 days of receiving your order and we will tell you how to swap it, under the same conditions as a return.
Return postage
You pay the postage to send an item back, unless the return is our error. Please use a service that can be traced — until it reaches us, it is still your parcel.