TwistCrafts Return & Refund Policy

Welcome to TwistCrafts! We specialize in handcrafted products, including custom twist tie flower bouquets, accessories, and pet figurines. Due to the unique nature of handcrafted items—each piece is meticulously made by hand with individual characteristics—we do not accept returns or exchanges for any handcrafted products. Instead, we offer a tiered refund policy to ensure fairness and transparency for all our customers. This policy applies to all purchases made through our official website.

1. Tiered Refund Policy

Refunds are granted based on the condition of the product received, with clear criteria for each tier:

1.1 Minor Defects (10% Refund)

Minor defects refer to handcrafted traces that do not affect the overall shape, structure, or usability of the product. They include, but are not limited to:

• Burrs ≤ 2mm
• Minor hand-splicing marks
• Inconspicuous color differences (excluding differences caused by screen display)
• Slight bending deviation of a single twist tie

1.2 Obvious Defects (50% Refund)

Obvious defects refer to non-fatal issues that affect the overall shape, appearance, and ornamental effect of the product. They include, but are not limited to:

• Detachment of the main body of the flower bouquet
• Severe deformation of the flower shape
• Large-area and obvious color differences
• Missing or falling accessories
• Loose structure

1.3 Full Refund (100% Refund)

A full refund will be issued in the following scenarios:

• The product is completely damaged and unusable
• Lost in transit (verified by logistics tracking)
• The product is significantly inconsistent with the description on the product details page
• Breakage of the core structure

2. Refund Application Time Limit & Evidence Requirements

2.1 Application Time Limit

Customers must initiate a refund application within 7 natural days after receiving the product. Applications submitted after the time limit will not be accepted.

2.2 Evidence Requirements

To apply for a refund, customers must provide the following valid evidence. Applications without valid evidence will be rejected:

• A complete unboxing video (the video must clearly show the outer packaging, shipping label, and the entire process of opening the package, as well as the defect/damage of the product)
• Clear photos of the defective/damaged parts (the photos must be in high definition, showing the details of the defect/damage clearly)

3. Liability Division & Exception Scenarios

3.1 Lost in Transit / Transit Damage

We take full responsibility for products lost in transit or damaged during transit. A 100% full refund will be issued directly after verifying the logistics tracking information, and no evidence is required from the customer.

3.2 Artificial Damage or Improper Storage

No refund will be provided for products damaged due to artificial damage or improper storage by the customer after signing for receipt.

3.3 Customer's Personal Reasons

• Customized products: No refund will be provided for personal reasons such as dislike, wrong purchase, or inconsistency with expectations.
• In-stock products: Refunds and returns are handled in accordance with the rules of the target market. Customers are required to bear the return shipping cost, and a full refund will be issued after the product is received and confirmed to be intact.

4. Disclosure Requirements (Compliance Key)

This Return & Refund Policy must be displayed simultaneously in the following 4 locations on our website to ensure customers can clearly view it before making a payment:

• Website footer navigation
• Product details page
• Checkout page
• Order confirmation email

For customized products, the following statement must be prominently displayed in bold on the order page: "This product is a personalized custom item. We do not accept unreasonable returns or exchanges, and only offer tiered refunds for quality issues." Customers must check and confirm this statement before completing the payment, and we will retain the compliance certificate.

5. Final Sale Policy

5.1 Definition

All products sold on this website are handmade and custom items, and all are subject to the Final Sale terms.

5.2 Non-Returnable & Non-Exchangeable

All Final Sale items (including handmade hair clips) are non-returnable, non-exchangeable, and non-refundable. We will not process returns, exchanges, or refunds for Final Sale items due to change of mind, incorrect size, or dissatisfaction with the product, unless required by U.S. federal or state law.

5.3 Legal Exceptions

Notwithstanding Section 5.2, we will provide a replacement or full refund for Final Sale items that are:

• (a) Defective upon receipt;
• (b) Significantly different from the product description;
• (c) Sent in error (wrong item, wrong color, etc.).

5.4 Claim Process

To claim a replacement or refund for a defective Final Sale item, you must contact our customer service within 7 days of receiving the order, provide photos/videos of the defect, and follow our customer service instructions.

5.5 Applicability

This Final Sale policy applies to all orders shipped to the United States, in compliance with the Federal Trade Commission (FTC) regulations and state consumer protection laws (including but not limited to California, New York, and Florida).

6. Final Notes

Each handcrafted product from TwistCrafts is unique, and slight handcrafted traces are normal and not considered defects. We strive to ensure the quality of every product and provide clear, fair after-sales service. If you have any questions about this policy, please contact our customer service team for assistance.