At TwinB Market, customer satisfaction is our top priority. We aim to provide a smooth and transparent refund process to address any concerns you may have about your purchase. Please read our refund policy below to understand how we handle returns and refunds.

Eligibility for Refund

To be eligible for a refund, the following conditions must be met:

  1. The product must be returned in its original condition, including all packaging, tags, and accessories.
  2. A refund request must be initiated within 7 days of receiving the product.
  3. The product must not fall under the category of non-refundable items (see below).

Non-Refundable Items

Certain products are ineligible for refunds due to their nature, including:

  • Perishable goods such as food and beverages.
  • Personal care items, including cosmetics and hygiene products.
  • Customized or personalized products.
  • Digital downloads or services that have already been delivered.

How to Request a Refund

  1. Initiate a Request: Contact our customer support team at support@twinbmarket.ng.
  2. Return the Product: If approved, you will be instructed on how to return the item. Return shipping costs are the responsibility of the customer unless the return is due to a defective or incorrect item.
  3. Inspection: Once we receive the returned product, our team will inspect it to ensure it meets our refund criteria.

Refund Process

  • Approved refunds will be processed within 7–10 business days after the inspection.
  • Refunds will be issued through the original payment method or as store credit, based on your preference.
  • For cash-on-delivery orders, refunds will be issued via bank transfer. Ensure you provide accurate bank details during the refund request.

Defective or Incorrect Items

If you receive a defective or incorrect item, please notify us within 48 hours of receiving the product. We will arrange for a replacement or a full refund, including return shipping costs.

Late or Missing Refunds

If you haven’t received your refund after the stated processing time:

  • Check your bank account or payment provider for updates.
  • Contact our support team if the issue persists.

Contact Us

For any questions or assistance regarding our refund policy, please reach out to:

At TwinB Market, we are committed to providing a fair and customer-friendly refund process. Your trust means everything to us!