Returns & Refunds Policy

1. Overview

We want you to feel supported and at ease with every purchase from Twin Souls. If something is not right with your order, we are here to help.

2. Return Window & Eligibility

You can request a return within 30 days from the date your order is delivered.

To be eligible for a return:

• Items must be unused, undamaged, and in resellable condition.
• Journals, workbooks, planners and similar paper products must have no writing or markings inside.
• Card decks, jars and other sets must be complete and intact.

Items that have been used, written in, or damaged after delivery by the customer are generally not eligible for return, unless required by applicable law.

3. How to Request a Return

At this time, returns and refunds are handled manually through our support team so we can give each case the attention it deserves.

To request a return or refund, please email us at twinsoulshere@gmail.com with the following details:

• Your full name
• Your order number
• The items you would like to return
• A brief description of the reason (for example: changed my mind, item arrived damaged, not as expected)
• Clear photos of the product and packaging if it arrived damaged or defective

Our team will review your request and respond with the next steps, including the return address and any additional instructions.

4. Return Shipping & Costs

Responsibility for shipping costs may vary depending on the situation and any agreements we have in place with you:

• For change-of-mind returns (where the product is correct and undamaged), return shipping is typically the customer's responsibility, unless we have agreed otherwise with you.
• For items that arrive damaged, defective or wrong, we will work with you to make it right, which may include covering shipping costs, sending a replacement, or issuing a refund.

Specific arrangements for shipping and costs will be clearly communicated to you by our support team when you contact us.

5. Refunds

Once your returned item is received and inspected, we will notify you by email and let you know whether your refund has been approved.

When a refund is approved, it will generally be:

• Processed back to your original payment method (for example, card or UPI) via our payment partner.
• Once approved, refunds are typically initiated within 7–14 business days after verification and approval. The final amount may take additional time to reflect in your account depending on your bank or payment provider.

Payment gateway fees and original shipping charges may not always be refundable, except in cases where items were received damaged, defective, incorrect, or where required by applicable law. Our support team will confirm the exact refund amount with you before processing.

7. Order Cancellation

Orders can be cancelled before they are shipped. Once an order has been shipped, it cannot be cancelled and must follow the return process after delivery.

8. Non-Returnable Items

Certain items may not be eligible for return due to hygiene, usage, or product-specific reasons. These will be clearly communicated on the product page where applicable.

9. Contact

If you have any questions about this policy or need help with a specific order, please reach out to us at twinsoulshere@gmail.com.