Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at goaway@twistedred.ca. Please note that returns will need to be sent to the following address: 1447 Rupert St, Unit B, North Vancouver, V7J 1G1 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at goaway@twistedred.ca.

Damages and issues:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items:

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period:

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at goaway@twistedred.ca.

We encourage you to carefully review your order before completing your purchase to ensure you are happy with your selection.  Product size guides are listed on every product page to ensure you choose the correct size for your needs.  If you have any questions regarding sizing or product details, please reach out to us at goaway@twistedred.ca or complete the form on our contact page before placing your order, and we will be happy to assist you.

 

Exemptions:

In the rare case of a manufacturing defect or if the item you received is not what you ordered, please contact us within 7 days of receiving your order, and we will work with you to resolve the issue and make things right.

We appreciate your understanding and support in our mission. Thank you for choosing Twisted Red.