Changes and Returns
We know that buying online can sometimes feel like a lottery, especially with technical gear! Don't worry: whatever the reason, at Twin Pin we will be happy to process a size or product exchange or a refund.
Requirements for an Exchange or Return
For us to accept your request, the following criteria must be met:
Timeframe: The item must be returned within 30 calendar days of your order's delivery.
Condition: The product must be completely new, unused (and not have touched water!) and retain its original tags and packaging.
Exceptions: Returns are not accepted for Gift Cards or items from the Final Sale / Outlet section (unless the item has a manufacturing defect).
How to return an item by Post Office or Courier?
As a 100% online store, all transactions are conveniently handled via postal delivery by following these simple steps:
Fill out the online application:
To begin the process, click the button below and complete all fields with your details and order number:
Prepare the package: Place the product in its original packaging with all its tags. Ensure it is perfectly protected for the return journey.
Shipping: Send the package via your preferred shipping company or postal service to our warehouse.
Shipping costs are borne by the customer. We strongly recommend using a postal or courier service with a tracking number, as we are not responsible for returns that do not reach our warehouse.
Is the product defective or incorrect?: If the item has a manufacturing defect or if we made a mistake when sending it, we will cover all costs! Please contact us at info@twinpinsurf.com before shipping, and we will provide you with a free shipping label.
Inspection and Processing
Once your package arrives at our facilities, our team will inspect the product to ensure it meets the conditions and proceed with approval.
Waiting time: Please allow up to 3 business days from the time the package arrives at our warehouse for us to process your request.
If your request is APPROVED:
For Exchanges: The return shipment of the new product or size to your address is completely free. (Note: If we cannot fulfill your exchange request due to lack of stock, we will contact you to arrange a refund or another alternative).
For Refunds: We will process the refund to the original payment method.
If your request is REJECTED: If the product does not meet the conditions (it is used, damaged, or without tags), we will send it back to your home at no additional cost.
Lost or Misplaced Packages
Unless the error is ours, we are not responsible for packages lost in transit, whether the package is coming from Twin Pin to you, or if you are sending it back to us for an exchange. If your return package is lost in transit, we will actively assist you with managing and claiming with the shipping company, but we will not be able to offer refunds or exchanges if we have not physically received the merchandise.
How do we minimize this risk?
We ship absolutely all our orders with full door-to-door tracking. The best way you can help us avoid these problems is to double-check that your delivery address is 100% correct at checkout.