Refund policy

Effective October 6, 2026

Fragrance is personal, and a bottle that has been opened cannot be resold to anyone else. So our policy has two halves: a plain return window for sealed bottles, and a sample set so you never have to buy blind.

Unopened bottles: 30 days

If the box is unopened and the twynela seal sticker is intact, you can return a 30 ml bottle within 30 days of delivery for a full refund of the product price. Email hello@twynela.com with your order number and we will send return instructions and a label. The return label cost ($6) is deducted from the refund unless the return is because of our mistake. Returns must travel by ground, which our label handles for you; please do not mail fragrance back by air.

Opened bottles

We cannot accept returns of opened or unsealed fragrance, for hygiene reasons and because it cannot be resold. If you opened a bottle and it is wrong for you, write to us anyway. We would rather hear what you smelled than have you stay quiet, and we will do what we can.

Try first

The First Turn sample set gives you all three fragrances in 2 ml vials for $12, and the $12 comes back as a code toward a full bottle. It is the honest way to choose, and it is why we do not need a "smelled it, did not like it" return policy. Sample sets are final sale.

Damaged, lost or wrong

If your order arrives damaged, never arrives, or is not what you ordered, tell us within 14 days of the delivery date (or the expected delivery date) with your order number and, for damage, a photo. We will replace it at our cost, or refund it if we cannot. You do not need to send damaged items back.

Refunds

Once a return reaches us and passes inspection, we refund to your original payment method within 5 business days. Your bank or card issuer may take a further 5 to 10 business days to show it. Shipping charges are not refunded unless the return is because of our error. We do not offer exchanges; place a new order and return the first.

Discount codes and sale items

Refunds are for the amount actually paid. If a code was used, the refund reflects the discounted price. Sale and sample set items are final sale unless damaged or wrong.

Contact

hello@twynela.com. We answer within one business day.