Refund & Returns Policy

Effective Date: January 02, 2025
Last Updated: March 27, 2025

At 2wenti.com, we want you to be fully satisfied with your purchase. If you’re not happy with your order, you may be eligible for a return, exchange, or refund under the terms outlined in this policy.

For any refund or return inquiries, please contact our customer service team:

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

Under UK law, you have the right to cancel your order within 14 days of receiving your goods without providing a reason.

To qualify for a refund:

  • You must notify us within 14 days of receiving the item.
  • The item must be returned within 14 days after notifying us.
  • The item must be unused, in its original packaging, and resellable condition.
  • You must include the proof of purchase (order confirmation or receipt).

🚨 Exceptions: This cancellation right does not apply to:

  • Personalized or custom-made items
  • Hygiene products (e.g., face masks, cosmetics if unsealed)
  • Perishable goods

💡 How to Cancel:
Email customercare@2wenti.com with your order number and reason for return.

2. Returns & Exchanges

If you are not satisfied with your purchase, you may request a return or exchange within 14 days of delivery.

2.1 Return Eligibility

To be eligible for a return, the item must be:
✔ Unused and in original condition
✔ In original packaging with all tags attached
✔ Returned within 14 days of receipt
✔ Accompanied by proof of purchase

Non-returnable items include:
❌ Gift cards or digital products
❌ Personal hygiene products (if seal is broken)
❌ Items damaged due to customer misuse

💡 Exchange Option: If you prefer a replacement item instead of a refund, let us know when initiating the return.

3. Faulty or Damaged Items (Consumer Rights Act 2015)

If your item is faulty, damaged, or incorrect, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015.

Steps to Claim a Faulty Item Return:

  1. Contact us within 14 days of receiving the item at customercare@2wenti.com with:
    • Your order number
    • A photo of the damaged or faulty item
    • A description of the issue
  2. Our customer support team will guide you through the return process.
  3. Once we receive and inspect the item, we will process your refund, replacement, or repair.

🚨 If a fault develops after 30 days: You may still be entitled to a repair or replacement within 6 months of purchase.

4. Refund Processing

Once we receive your returned item, we will:
✔ Inspect the item for eligibility
✔ Approve or reject your refund request
✔ Process your refund within 5-14 business days

💳 Refund Method:

  • Refunds will be issued to the original payment method.
  • If you paid by credit/debit card, it may take an additional 3-7 days for your bank to process the refund.
  • If you used PayPal or other payment providers, refunds may take 2-5 business days.

🚨 Shipping Costs:

  • If the return is due to our error (e.g., wrong or faulty item), we will cover return shipping costs.
  • If you change your mind, return shipping costs are your responsibility.

5. How to Initiate a Return

📌 Step 1: Contact Us
Email customercare@2wenti.com with:

  • Your order number
  • The reason for the return
  • Photos (if the item is damaged or faulty)

📌 Step 2: Receive Return Instructions
We will provide a return shipping address and instructions.

📌 Step 3: Pack and Ship the Item

  • Ensure the item is securely packaged to prevent damage.
  • Include the return form (if provided).
  • Use a trackable shipping service to avoid lost returns.

📌 Step 4: Wait for Processing

  • Once we receive the item, we will inspect it and issue a refund/exchange within 5-10 business days.

6. Late or Missing Refunds

If you haven’t received your refund within 10 business days, please:

  • Check your bank account again
  • Contact your payment provider (PayPal, bank, credit card issuer)
  • Email us at customercare@2wenti.com for further assistance

7. Return Shipping Address

Please send all approved returns to:
📍 2wenti Returns Department
The actual address to be advised by email

📌 Important: We are not responsible for lost or damaged return shipments. Use a trackable service when returning items.

8. Policy Updates

We may update this policy periodically to reflect changes in:

  • UK consumer laws
  • Our return and refund processes
  • Business operations

The latest version will always be available on our website.

9. Contact Us

For any questions about refunds or returns, please contact us:
📧 Email: customercare@2wenti.com