Return & Refund Policy

Please read carefully our “Refunds & Returns Policy”

Order cancellation
All orders can be canceled until they are processed and shipped. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds
If you do not want the product you received, you are required to contact us via email at Info@TWBitcoins.com within 7 days of receiving the item. After the claim is approved, you must return the item to our warehouse at your own expense and the item must be unused;

In the case you receive a damaged or incorrect product, you are required to submit photo evidence to Info@TWBitcoins.com within 7 days of receiving the item. If the claim is approved, a refund will be issued;

If the product packaging is damaged but the product itself is intact, you must submit a claim to the shipping carrier directly.

Missing order. In the case that a package is delivered (based on tracking number update) but you did not receive the item, you must submit a claim to the shipping carrier directly.

If you experienced any of the above scenarios, you must report the issue within 7 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

Full refunds are not available under the following circumstances:
Your order does not arrive due to an incorrect address provided by you;

Your order does not arrive due to an exceptional circumstances beyond our control (e.g. delayed by a natural disaster).

How do I request a return, exchange, or refund?
If you want to initiate a return, exchange, or refund, please complete the following steps:

  1. In the event of a return, exchange, or refund request contact us via email at Info@TWBitcoins.com and include the evidence if required;
  2. After we have approved the order return, exchange or refund, the product must be returned to our warehouse at the following address: 28 Robertson House
    Tooting Grove, Tooting, SW170QX , London You must return the item to our warehouse at your own expense and the item must be unused;
  3. You must provide a tracking number;
  4. Once the tracking number has been provided (or once we received the returned product), a replacement product will be shipped or a refund will be credited back to the original card used for payment on file. In order for TWBitcoins to ship a replacement product or process a refund for a damaged or incorrect product we require a tracking number for the item returned to be provided.

Have any other questions? Please feel free to reach out to Info@TWBitcoins.com

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