Return Window
You may submit a return request within 30 days from the date your tracking status shows the parcel as delivered. Prior to dispatching any item back, you are required to reach out to our customer care team. We will evaluate your claim, verify if the item satisfies our return conditions, and provide you with clear instructions for sending it back. Please refrain from shipping any merchandise to us without receiving prior review and authorization from TOWWIY.
Return Eligibility
Except in cases where an item arrives damaged, defective, incomplete, incorrect, or as required by applicable consumer laws, returned products must be completely unused, unaltered, and kept in their original condition. All original packaging, protective elements, manuals, and accessories supplied with the sculpture must be returned intact. Additionally, customers must present a valid proof of purchase or order confirmation details so we can authenticate the transaction before accepting the return.
Non-Returnable Items
To preserve product integrity and adhere to health, safety, or legal standards, certain goods cannot be returned. These exclusions typically cover custom-made or personalized pieces, clearance items explicitly labeled as final sale, gift vouchers, and any items designated as non-returnable at the time of purchase. Any product-specific restrictions will be clearly noted on the corresponding item page or communicated to you before return approval.
Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your package immediately upon arrival. If your sculpture is broken, defective, missing parts, or if you received an incorrect item, please notify our support team right away. To help us process your case quickly, kindly include your order number along with clear photos or video footage of the item, the outer box, and the shipping label. Once we review the evidence and verify the claim, TOWWIY will offer an appropriate remedy in compliance with our store rules and statutory consumer rights.
Return Shipping
For voluntary returns driven by personal preference (such as changing your mind or deciding you no longer want the product), the buyer is responsible for covering all return shipping expenses. If TOWWIY verifies that the return is due to our error—such as delivering a damaged, defective, or incorrect product—we will provide specific instructions regarding the return or alternative solution. Original shipping costs are non-refundable unless required by law or explicitly agreed upon in writing.
Refunds
After your returned product arrives at our facility and successfully passes inspection, any approved refund will be processed back to your original payment account. The timeframe for the funds to reflect in your account depends on the policies of your bank, credit card company, or payment processor. Where permitted by law, a deduction may be applied to the refund if the returned sculpture shows noticeable wear, missing accessories, intentional damage, or diminished value caused by excessive handling.
Exchanges
Exchanges depend entirely on item availability in our current inventory. In many cases, the most efficient way to secure a replacement is to return the original item for a refund once approved, and then place a fresh order for the new piece. If you wish to inquire about exchanging an item, please contact our support team so we can present the available options for your specific order.
Order Cancellations
If you wish to cancel an order after placing it, please notify us immediately. We will attempt to stop the order; however, we cannot guarantee cancellation once the fulfillment, packaging, or shipping process has commenced. If your order has already been dispatched, it must be handled following our standard return procedure instead.
Contact Us
For any further questions regarding returns, refunds, item exchanges, or order cancellations, please email the TOWWIY support team at service@towwiy.com. Kindly include your order number and relevant details so we can review your case and assist you as quickly as possible.