Refund policy

Shipping from CHINA:

  • In case your PO plushie order goes missing in transit due to postal shenanigans and not due to a wrong/incomplete/ missing address, your order can be reshipped to you free of charge.
  • If you are dissatisfied with the state of your order upon arrival, please email me with pictures/ videos so I can try to rectify the situation!

Shipping from SINGAPORE:

 All orders are final. I do not issue exchanges, returns, or refunds unless: 

  1. The shipped item was damaged in transit due to my negligence.
  2.  I sent the wrong or missing item to you.

To start a return/exchange/refund, please reach out to us at hello@tweedsgoods.com.

Do note that standard shipping orders are not eligible for refunds for damage caused by mishandling during transit.

For insurance that also covers damage caused by mishandling during transit, you can opt for FeDex Express shipping.

 

⚠️NO-RETURN POLICY from wrong/ incomplete addresses or multiple failed redelivery attempts ⚠️:

✦ In accordance to updates in shipping policies by the Universal Postal Union, there will no longer be returns in case of parcels being rejected for wrong addresses or no claims. 

✦ Any parcel with failed redeliveries will be discarded instead of returned to sender.

✦ Additionally, all discarded parcels due to wrong addresses provided or failed redeliveries are not viable for refunds.

✦ To prevent this scenario, please be sure to provide accurate and complete shipping information upon checkout.

✦  Every country has different redelivery policies, so please stay informed of your local postal services’ pickup and redelivery guidelines!

Return fees from UPS/DHL/Fedex:

✦ For international shipments from these shipping carriers, there can be a fee charged to the buyer for returned parcels.

✦  If such a case arises,  it is up to the buyer/customer if they want to pay the return fees. Refusal to do so means the parcel will be discarded, and is not viable for refunds.

 

Regarding FedEx's Full Insurance Coverage:

✦ Only FedEx Express parcels receive FULL insurance coverage that includes the value of the parcel and the shipping cost.

✦ FedEx also covers refund claims for parcels that are lost in transit. ( NOT including shipment delays )

✦ If you want to file an insurance claim for your express parcel due to damages, please inform us within 7 days after the delivery of your shipment, and we will send over a damage claim form to be filled out.

 

Presenting Evidence and required materials for filing claims/ refunds:

In case of Damage to Items/ Wrong item / Missing item:

 ✦ Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong/missing item, so that we can evaluate the issue and make it right. 

✦ If I sent you the wrong/missing item, please take a photo of the contents you received, or better yet, send me an unboxing video of your parcel.

 In case of Damage to Items/ Packaging :

✦ If a package is damaged, we will need to look into whether the damage was caused by mishandling during transit or due to insufficient packing.

✦ To file for a damage claim, you will need to provide clear picture evidence of the damaged parcel and item. Do take photos and video evidence for us to gauge the cause and the severity of the defects/damage:

  1. The outer packaging ( All possible angles of the damaged portion of the parcel, if applicable)
  2. The inner packaging ( All possible angles of the damaged portion of the parcel, if applicable)
  3. The damage to the content itself ( Every possible angle of the damaged area )

✦ Major defects include torn parts, stained or damaged designs. In this instance, I will replace your item and cover the shipping cost for the replacement.

✦ An accessory defect would be considered a minor defect, and I will replace only the accessory. I will also cover the shipping cost for this replacement.

✦ Depending on the severity of damage, claim amount, and complexity of the investigation, the damage claim process may take 14 to 65 days to finalize.

Do take note that we cannot accept returns, refunds or exchanges as B/C/S Grade items, as these items are already declared to contain varying degrees of defects.

 

Refund and Investigation Timeframe:

✦ Once we’ve received and inspected your refund request, we will inform you if your refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days.

✦ Please remember it can take some time for your bank or credit card company to process and post the refund.  If more than 20 business days have passed since we’ve approved your return, please contact us at hello@tweedsgoods.com.