Return Policy
Warranty and Returns
At TOURTIWI, customer satisfaction is always our top priority.
Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying. Please kindly refer to the size charts on the product page.
If you are not satisfied with the items you received, we can easily arrange an exchange or a refund for you. We are here to help!
15 Day Returns Warranty
If you receive a defective or damaged item, wrong size or wrong product, please contact us immediately through our support center. Contact us within 15 days after receiving the package, you can apply for a return or exchange.
How to Reach Us
Please visit our support center to describe the problem in detail, including the reason for the return, and your order number and SKU product number. For defective, incorrect or undescribed items, please send us a clear picture or video of the problem.
Our Solution:
1. Our Responsibilities
If our company is responsible for this issue, we will allow it to be returned to our warehouse for a refund or exchange. After receiving the goods, we will refund the original product price in full, or resend replacement products for free at our expense. This solution is only provided if TOURTIWI is responsible for shipping the wrong items/sizes.
2. Customer Responsibility
Incorrect order (product size)
If the customer ordered an incorrect size or product, we can also allow returns. In this case, the customer will be responsible for the two-way (to and from our warehouse) transportation costs. If the customer chooses to return the product for a refund, we will refund the original product price. All and any transportation costs are non-refundable.
3. Unneeded Items
If the customer decides that the item is no longer needed or just wants to replace the item, they can report to us within 15 days after receiving the product to partially refund the product cost.
Notes on Return
If your order is cancelled within 24 hours after purchase, a $1.5 operating fee will be deducted from the payment channel. If you decide to cancel the order, please submit a help ticket from "Contact Us". For orders cancelled within 24 hours of purchase but before shipment, we will charge a 15% cancellation fee. If the order has been shipped, we will not accept the request to cancel the order, and access the after-sales service.
Other Notes About the Warranty
Our return address needs to be determined according to the customer's specific address. Please contact our customer service team to obtain the return address. The goods that have not been returned to our warehouse cannot be processed.
All returned items must be in a brand new condition, unused, unwashed, with all original labels and their original packaging.
If the customer requests a refund, we will refund the original product cost after receiving the returned product. The transportation cost of all returned items and the original transportation cost are non-refundable.
Contact Us
If any issue during the shipping time or after received the item, please feel free to contact us at support@tourtiwi.com
Return Progress
Step1: Please email our customer service representatives at support@tourtiwi.com to request the exchange/return.
Step2: After receiving your email with exchange/return request, our customer service representatives will send the exchange/return address.
- Please contact Customer Service by submitting a ticket on our site, indicating the item(s) you would like to return and the reason. We will get back to you within 24 hours. Your patience will be highly appreciated.
- After receiving return instructions from us, please package up the item(s) to be returned with the original packing.
- Drop off your package at the local post office.
- After receiving your returned package, we will issue the refund to your original payment account within a business week or ship out an exchange order within 3 business days accordingly. Normally you'll receive the refund in a week after our issuing.
Neither the address on our website nor the address on the package is the address of our return warehouse. Please obtain the nearest return address through our customer service.
Notice:
The following items cannot be returned or exchanged: underwear, beauty products, luck bags, discounted items. Items with non-returnable marks and free gifts cannot be returned.