Refund & Returns Policy

1. Returns Eligibility

We accept returns or replacement requests only for eligible products and situations. Products must generally be unused, unopened, and in their original condition and packaging.

Certain products may not be eligible for return due to their nature, customisation, hygiene requirements, or other applicable conditions.

2. Damaged Products

If your order arrives damaged, please contact Twenty Hampers as soon as possible after delivery.

To help us review the issue, you may be required to provide photographs or videos showing the condition of the package and product.

3. Incorrect or Missing Products

If you receive an incorrect product or a product is missing from your order, please notify us promptly with your order details.

After verification, we may arrange a replacement or another suitable resolution depending on the circumstances.

4. Customised & Personalised Products

Customised, branded, personalised, or specially prepared products may not be eligible for return or refund once production or processing has started.

Customers are responsible for checking and approving the information, artwork, names, logos, quantities, and other customisation details provided for an order.

5. Corporate & Bulk Orders

Corporate and bulk orders may be produced specifically according to the customer's requirements.

Return, replacement, and cancellation terms for such orders may be agreed separately before the order is confirmed.

6. Non-Returnable Products

Depending on the product and order type, the following may generally not be eligible for return:

• Customised or personalised products
• Products specially prepared for a specific event
• Opened or used products
• Products damaged after delivery due to customer handling
• Products returned without prior approval

7. Refund Eligibility

Where a refund is approved, the refund amount and method will depend on the reason for the refund, the order status, and the applicable payment method.

Refunds will generally be processed to the original payment method where possible.

8. Refund Processing Time

Once a refund has been approved, processing may take some time depending on the payment method, bank, payment gateway, or financial institution involved.

The time taken for the amount to appear in your account may therefore vary.

9. Cancellation Requests

Cancellation requests should be made as early as possible after placing an order.

Once an order has been processed, customised, packed, or dispatched, cancellation may not be possible.

For customised and corporate orders, cancellation conditions may depend on the stage of production and the costs already incurred.

10. Exchange & Replacement

Where an eligible product is damaged, defective, incorrect, or missing, Twenty Hampers may provide a replacement or alternative resolution after reviewing the request.

Replacement availability will depend on product availability.

11. Delivery Issues

Once an order has been handed over to the delivery partner, delivery times may be affected by factors outside our control.

Customers should provide accurate delivery and contact information to avoid delays or failed deliveries.

12. How to Request a Return or Refund

To request a return, replacement, cancellation, or refund, please contact us with the following information:

• Customer name
• Order details or order number
• Reason for the request
• Photographs or videos where applicable
• Any other information requested by our team