Twigz Labs

REFUND POLICY

TWIGZ Labs Inc. stands behind the quality of our products. If you are not satisfied with your purchase, we are here to help. Please review our refund and return policy below.

Unopened Products

Unopened and unused products in their original, sealed packaging may be returned within 30 days of delivery for a full refund. Products must be in resalable condition with all original packaging, labels, and seals intact. Return shipping costs are the responsibility of the customer unless the return is due to an error on our part.

Opened Products

Due to the nature of nicotine products and health and safety regulations, we cannot accept returns on opened or used products. Once a product's seal has been broken, it cannot be restocked or resold. This policy exists to protect all of our customers and ensure the integrity of every product we ship.

Defective Products

If you receive a product that is defective, damaged during shipping, or does not match your order, contact us within 14 days of delivery. We will replace the defective item at no cost to you. In some cases, we may ask you to provide photographs of the defect or damage to help us improve our quality control and packaging processes. You will not be required to return the defective product.

How to Request a Refund

  1. Email support@twigzlabs.com with the subject line "Return Request" and include your order number.
  2. Our team will respond within two business days with instructions and, if applicable, a return shipping label.
  3. Ship the product back to us using the provided instructions.
  4. Once we receive and inspect the returned product, we will process your refund within 5-7 business days.

Refund Method

Refunds are issued to the original payment method used at checkout. Depending on your bank or credit card provider, it may take an additional 5-10 business days for the refund to appear on your statement.

Exceptions

  • Products purchased during promotional or clearance sales may be final sale and not eligible for refund. This will be clearly noted at the time of purchase.
  • Shipping fees are non-refundable unless the return is due to our error.
  • We reserve the right to refuse returns that do not meet the conditions outlined in this policy.

Contact

For questions about returns or refunds, email support@twigzlabs.com or write to TWIGZ Labs Inc., 628 N. Main St., Newcastle, OK 73065.