Last Updated: July, 2026
1. Overview
We are committed to providing you with high-quality books and a satisfying shopping experience. This policy outlines how returns, refunds, exchanges, and order issues are handled when purchased through Twin&Tine.
2. When You Can Get Help (Replacement/Refund)
2.1 Defective, misprinted, or damaged items
If your book arrives with a printing defect, manufacturing issue, or is damaged in transit, contact us within 14 days of delivery.
Examples:
- Torn pages, broken binding, missing pages
- Severe print defects (ink smears, major streaking, unreadable text)
- Significant cover damage from shipping
2.2 Wrong item received
If you receive the wrong book (wrong cover type, different order), contact us within 14 days of delivery.
2.3 Loss during transport (if applicable)
If the tracking shows that the package has not moved for a long time, or if the package is confirmed to be lost by the carrier, we will assist in the investigation and provide a solution based on the specific circumstances (usually a replacement).
2.4 Return Period
You can request a return within 30 days of purchasing the item.
3. Items not considered defective
Since printing is a physical process, there will be normal process deviations between different equipment, paper, and printing batches. The following are generally not considered defects:
- The color difference is small compared to the screen preview.
- Minor trimming/alignment differences within standard printing tolerances
- There are slight differences in the texture and surface treatment of different batches of paper.
4. Resolution Options
If your claim is approved, we will typically choose one of the following remedies:
4.1 Free replacement (most common)
We will ship a replacement copy at no extra cost.
4.2 Partial or full refund (less common)
Refunds may be issued when:
- A replacement is not feasible (eg, out-of-stock materials at a supplier)
- There is a confirmed production error that cannot be corrected in a reasonable timeframe
- Required by applicable law
Refunds are issued to the original payment method when possible.
5. Order cancellation
5.1 Before shipment
If your order has not yet been shipped, you can apply to cancel the order and receive a refund.
5.2 After shipment
Once an order has been shipped, it cannot be cancelled. After receiving your order, please follow our policy procedures .
6. “Delivered” But Not Received
If tracking shows “delivered” but you did not receive your package, contact us within 14 days of the delivery scan.
We may ask you to:
- Confirm the shipping address
- Check with household members/neighbors/building staff
- Contact the carrier and/or file a carrier claim
Outcomes depend on carrier policies. We’ll support the investigation, but we cannot guarantee replacement if the carrier confirms delivery.
7. Address issues, return to sender, and refused delivery of packages
It is your responsibility to fill in a complete and accurate shipping address.
If the order is returned for the following reasons:
- Incorrect/incomplete address
- Refuse to accept
- Unclaimed package
Then:
- Shipping fees are non-refundable
- You may need to pay for shipping.
If the books cannot be reshipped, you may need to pay for reshipment.
8. The following items are not eligible for return:
- Books that are damaged, have writing marks, markings, or obvious signs of use.
- Goods returned after the return period
- Items damaged due to customer operation
9. Return Process
Step 1: Submit a return request
- To request a return, please contact us using one of the following methods:
Send an email to hello@twinandtine.com with the subject line: “Return Request + Order Number”. - Please submit your request through the contact form on our website.
The content is as follows:
- Order number
- What happened (briefly)
- photo
For damaged /defective goods , in addition to the above information, the following must also be provided :
- Clear and detailed real-life photos showing the defects and damaged areas of the books.
- In case of damage during transportation: Please provide photos of the packaging (box/envelope) and the waybill.
- If you have the following information: tracking number and carrier status
We may ask you for more information to verify this claim.
Step 2: Return Approval
return request within 2-3 business days .
Once approved, we will provide a replacement or refund service .
Refunds without prior approval may not be accepted.
Step 3 : Inspection and Refund
Return shipping costs: For returns due to customer reasons (such as changing their mind or ordering the wrong item) ,
the customer is responsible for the return shipping costs. The original shipping cost will not be refunded.
receiving your application , we will review it according to the specific circumstances . If it meets the return requirements, you can apply for a refund or a free replacement of the new book.
Refund time depends on your payment service provider’s processing time . Replacement items will be shipped within 3-7 business days after the return review is completed .
If you have not received your refund after the estimated processing time, please contact your bank or payment service provider first. If the problem persists, please contact us.
10. Disclaimer
If you initiate a return request without first contacting customer service, we may suspend your access to the service until the dispute is resolved. We may provide the order and shipping documentation to the payment processing institution.
11. International orders
For customers outside the United States:
- Returns must comply with the same return policy requirements.
- International return shipping costs can be high, so please consider carefully before requesting a return.
- Customers are responsible for any customs duties, taxes, or fees incurred due to the return of international orders.
- We recommend using traceable and insured international shipping services.
12. Policy Update
We reserve the right to update this return and refund policy at any time.
The “Last Updated” date at the top indicates when the change was made and is effective from the date of publication.
The policy update will not affect the return rights for goods purchased before the policy change. These goods will still be subject to the policy in effect at the time of purchase.
13. Contact Us
If you have any questions about this return and refund policy, or need assistance with returns and refunds , please contact us:
Email:hello@twinandtine.com
Regarding privacy:
Email:privacy@twinandtine.com
Website: https://www.twinandtine.com/privacy-policy/
We usually reply within 1-2 business days.