Refund and Return Policy

At Twisty Kids, we're committed to your satisfaction. If you're not completely happy with your purchase, we're here to help.
30-Day Return Policy

You have 30 days from the date you receive your order to request a return.

To be eligible for a return, items must be:

In the same condition as received
Unworn or unused
With tags attached
In original packaging
Accompanied by proof of purchase (receipt or order confirmation)
How to Start a Return

Step 1: Contact us at hello@twistykids.com to initiate your return
Step 2: We'll review your request and send you a return shipping label and instructions
Step 3: Pack your item securely and send it back using our provided label

Important: Please don't send items back without contacting us first. We cannot accept returns without prior authorisation.
Damages or Issues

If you receive a damaged, defective, or incorrect item, please contact us immediately at hello@twistykids.com with:

Your order number
Photos of the damaged or incorrect item
A brief description of the issue
We'll arrange a replacement or full refund at no cost to you.
Non-Returnable Items

For hygiene, safety, and quality reasons, we cannot accept returns on:

Sale or clearance items
Gift cards
Perishable goods (if applicable)
Custom or personalized products
Personal care or beauty products
Opened wet bags (for hygiene reasons)

If you have questions about whether your item is returnable, please contact us at hello@twistykids.com.
Exchanges

We recommend returning your original item for a refund and placing a new order for the item you'd like instead. This ensures you receive your new product as quickly as possible.

If you prefer to exchange, please contact us at hello@twistykids.com and we'll assist you with the process.
European Union 14-Day Cooling Off Period

If you're located in the European Union, you have the right to cancel or return your order within 14 days for any reason, no questions asked.

The same eligibility requirements apply:

Items must be unused
In original packaging
With tags attached
💰 Refunds
Once we receive and inspect your returned item, we'll notify you of the approval or rejection of your refund.

If approved:

Refunds are processed within 10 business days
The refund will be issued to your original payment method
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account
If you haven't received your refund within 15 business days after approval, please contact us at hello@twistykids.com.
Return Shipping

For Australian customers:
We provide a prepaid return shipping label for approved returns.

For international customers:
Return shipping costs are the responsibility of the customer unless the item is damaged, defective, or we made an error.

Questions?

We're here to help! If you have any questions about our return policy or need assistance with a return, please contact us:

📧 Email: hello@twistykids.com
💬 Live Chat: Available on our website during business hours

Our Commitment to You

At Twisty Kids, we stand behind the quality of our products. We want you and your children to love every purchase.

If something isn't right, we'll make it right.

Thank you for choosing Twisty Kids — we appreciate your trust and support.