Refund policy

1) Returns can be requested within 7 days of receiving your order and all products must be returned to us in the original condition in which they were received;

•unused
•undamaged
•unaltered 
•in the original packaging

A receipt or proof of purchase will be required.

If the items arrived damaged or you have received the wrong items, please email us photos within 5 days of receipt to be eligible for a refund or replacement.

If items arrived correct and you just want to return them, return shipping costs are the customer’s responsibility. We strongly recommend using tracked shipping and insurance. We’re not liable for loss/damage once the courier collects the parcel.

Items must be packaged securely. We reserve the right to deduct repair costs from the refund amount due to insufficient packaging beyond normal inspection.

We reserve the right to refuse returns that do not meet these conditions.

To log a return, please send an email to twistedforestcreations@gmail.com

2) Non-returnable & Non-refundable items include custom or personalised items, gift cards and “Final Sale” items. Items that have been damaged by the customer are not eligible for a return or refund.

3) Upon receiving your returned parcel and inspecting it, you will be notified via email whether your refund has been approved within 2 business days. If the item/s are damaged or have been altered beyond normal inspection, your refund will be denied. Upon approval, a refund will be issued to the original payment method that was used to place your order with us within 10 business days. Processing time may vary depending on your card provider or bank.

4) Import duties, tariffs, handling fees, and taxes may be charged by your country’s customs authority or the carrier upon import. These fees are not included in our prices or shipping fees and are the customer’s sole responsibility. These fees can be paid upfront through us (billed separately) or upon receiving your parcel. 

If for any reason the recipient refuses to pay the relevant import fees, the parcel is refused at delivery, unclaimed or the incorrect/incomplete address has been provided by the customer, Twisted Forest Creations will not be held liable for these fees or mistakes and a refund will not be issued to the recipient. 

If customs or the carrier destroys the parcel due to refusal of duties, wrong address, or prohibited items, no refund will be issued.

5) We do not offer direct exchanges. Please return for refund, then place a new order.

6) EU right of withdrawal

For orders delivered within the European Union, consumers have a statutory 14-day right of withdrawal. Send withdrawal notice to twistedforestcreations@gmail.com.

To exercise this right, notify us before the 14-day period ends via email. 

You must return the goods within 14 days after notifying us, at your cost.

Upon valid withdrawal, we will refund the purchase price and outbound shipping costs within 14 days of receiving the items. 

Compensation for diminished value:
You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. 

The right of withdrawal does not apply to personalised or custom-made items or other goods legally exempt by EU law. 

Lost in return transit: Customer must use tracked shipping and keep proof of posting. We recommend insurance. Risk transfers to us once we sign for the parcel. Without tracking, we cannot guarantee a refund for lost returns.

Damaged on return: We’ll inspect all returns. If damaged due to poor packaging beyond normal inspection, we may deduct repair costs from your refund. For faulty/wrong items, we cover all damage risks.

Proof required: Photos of packaging + item required for all damage claims.