Refund policy
Return & Refund Policy
Last updated: October 2026
At TwoWayz, we want you to feel confident with your purchase. If there is an issue with your order, please contact us at support@twowayz.store and we’ll do our best to help.
Returns
We accept return requests within 30 days of delivery.
To be eligible for a return, your item must be:
- Unused and unopened
- In its original packaging
- In the same condition in which you received it
- Accompanied by proof of purchase or your order number
For hygiene and safety reasons, skincare products that have been opened, used, tested, or had their seal broken cannot normally be returned unless the product is faulty, damaged, or incorrect.
Please do not send a return without contacting us first.
To request a return, email support@twowayz.store with your:
- Full name
- Order number
- Reason for the return
- Photos of the product if it is damaged, faulty, or incorrect
If your return is approved, we will provide you with return instructions.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your product arrives damaged, defective, leaking, or you receive the wrong item, contact us as soon as possible at support@twowayz.store.
Please include your order number and clear photos showing the issue so we can review your claim.
Where appropriate, we may offer a replacement, refund, or another suitable resolution.
Change of Mind
We may accept change-of-mind returns if the product is unopened, unused, and in its original condition.
Unless the item is faulty, damaged, or incorrect, the customer is responsible for any return shipping costs.
Original shipping charges are generally non-refundable.
Refunds
Once we receive and inspect your approved return, we will notify you of the outcome.
If your refund is approved, it will be issued to your original payment method.
Please allow time for your bank, card provider, PayPal, Afterpay, or other payment provider to process the refund after it has been issued.
Order Cancellations
If you need to cancel or change your order, contact us at support@twowayz.store as soon as possible.
We cannot guarantee that an order can be cancelled once it has been processed, packed, or shipped.
Buy 2, Get 1 Free & Promotional Offers
For orders purchased as part of a Buy 2, Get 1 Free or similar promotion, all products included in the promotional offer may need to be returned in their original, unopened condition before a full refund can be issued.
If only part of a promotional order is returned, the refund amount may be adjusted to reflect the value of the promotional discount received.
Lost or Missing Parcels
If tracking shows that your parcel has not arrived within the expected delivery timeframe, contact us at support@twowayz.store.
We will review the available tracking information and assist you with the next steps where possible.
Consumer Rights
Nothing in this policy is intended to exclude or limit any rights you may have under applicable consumer protection laws, including the Australian Consumer Law where it applies.
Contact Us
For any questions regarding returns, refunds, damaged products, or your order, please contact: