Refund policy

This Return and Refund Policy governs all purchases made on Twocart (twocart.in). By placing an order on our platform, you agree to the terms outlined below. This policy is designed in alignment with Indian consumer protection standards, including the Consumer Protection Act, 2019 and applicable provisions of the E-Commerce Rules 2020.

1. Overview

At Twocart, we strive to deliver high-quality, problem-solving products across categories such as kitchen tools, home décor, and garden solutions. However, we understand that issues may occasionally arise. This policy defines the conditions under which returns, replacements, and refunds are accepted.

Customers are advised to read product descriptions, specifications, and usage details carefully before placing an order to minimize the need for returns.

2. Return Eligibility (5-Day Window)

We offer a 5-day return window, starting from the date of delivery. A return request must be initiated within this period.

A product is eligible for return under the following conditions:

  • The item delivered is damaged, defective, or broken

  • The customer receives a wrong product (different from what was ordered)

  • The product has a manufacturing defect affecting usability

To qualify for a return:

  • The product must be unused and in original condition

  • All original packaging, tags, accessories, and manuals must be intact

  • The customer must provide valid proof, such as an unboxing video or clear images

Failure to provide sufficient evidence may result in rejection of the return request.

3. Non-Returnable Items

Certain products are not eligible for return, including:

  • Items that have been used, washed, or altered

  • Products returned without original packaging or missing components

  • Minor variations in color, design, or finish (common in décor and handcrafted items)

  • Products damaged due to improper use or handling by the customer

Twocart reserves the right to determine return eligibility after inspection.

4. Return Request Process

To initiate a return:

  1. Email us at Support@twocart.in within 5 days of delivery

  2. Include:

    • Order ID

    • Reason for return

    • Supporting images or unboxing video

  3. Our team will review the request within 24–48 hours

If approved:

  • A reverse pickup will be arranged (subject to serviceability)

  • If reverse pickup is unavailable, the customer may be asked to self-ship the product

Products must be handed over in secure packaging to avoid transit damage.

5. Reverse Pickup & Logistics

  • Reverse pickup is attempted once or twice depending on courier policy

  • If pickup fails due to customer unavailability, the request may be cancelled

  • For self-shipped returns:

    • Customer must share courier receipt and tracking details

    • Shipping charges may be reimbursed only if the return is due to seller error

Twocart is not responsible for items lost or damaged during self-shipping without proper tracking.

6. Quality Check & Approval

Once the returned product reaches our warehouse or supplier:

  • It undergoes a quality inspection

  • Verification includes:

    • Product condition

    • Matching with return claim

    • Completeness of packaging

If the product passes inspection, the refund/replacement is processed. If it fails, the product may be shipped back to the customer.

7. Refund Policy

💳 Prepaid Orders

  • Refunds are issued to the original payment method

  • Processing time: 5–7 business days after approval

💵 Cash on Delivery (COD) Orders

  • Refunds are processed via bank transfer or UPI

  • Customer must provide accurate payment details

  • Timeline: 5–7 business days after verification

Twocart is not responsible for delays caused by incorrect bank details provided by the customer.

8. Replacement Policy

In cases where:

  • The product is defective

  • The wrong item was delivered

Twocart may offer a replacement instead of refund, subject to stock availability.

If replacement is not available, a full refund will be issued.

9. Cancellation Policy

  • Orders can be cancelled only before dispatch

  • Once shipped, cancellation is not possible

  • Refunds for prepaid cancelled orders are processed within 3–5 business days

10. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account or payment method

  • Contact your bank/payment provider (processing delays may occur)

  • If still unresolved, contact us at Support@twocart.in

11. Abuse & Fraud Prevention

To ensure fair usage of our policies:

  • Twocart monitors accounts for excessive returns or misuse

  • Repeated return abuse, false claims, or fraudulent activity may result in:

    • Account suspension

    • Restriction of Cash on Delivery (COD)

    • Denial of future returns

12. Limitation of Liability

Twocart’s liability is limited to the value of the purchased product. We are not responsible for:

  • Indirect or incidental damages

  • Delays caused by logistics partners

  • Customer misuse of products

13. Policy Updates

Twocart reserves the right to modify this policy at any time without prior notice. Customers are encouraged to review this page periodically for updates.

14. Contact Information

For any queries or assistance: