Return & Refund Policy

At TOWWIY, we aim to provide customers with a clear and reliable return experience. This Return & Refund Policy applies to eligible purchases made through towwiy.com.

1. 30-Day Return Window

You have 30 days from the date of confirmed delivery to request a return for eligible items. Prior authorization is strictly required before shipping any product back to us.

To initiate a return, please contact our customer support team at: service@towwiy.com.

Our team will evaluate your request and, if approved, provide you with the proper return address and detailed instructions. Packages returned blindly or to unauthorized locations may be rejected or result in severe processing delays.

2. Return Eligibility

Unless you received an item that is damaged, defective, or incorrect, all returned sculptures and decor items must meet the following criteria:

• Must be in brand-new, unused, and pristine condition.
• Must be free from any customer-induced damage, scratches, or chips.
• Must remain entirely unaltered and unmodified.
• Must include all original components, such as display bases or structural elements.
• Must be placed in the original custom-molded protective foam and external packaging to ensure safe transit.

Due to the delicate nature of our art pieces—incorporating crystal, stone, and complex sculptural forms—meticulous repacking is essential to prevent transit damage. We reserve the right to inspect all returned goods prior to approving a refund.

3. Opened or Used Products

We understand you need to open the box to appreciate the art. Opening the packaging does not inherently void your right to a return. However, preference-based returns of opened items will undergo a strict quality assurance inspection.

Returns may be rejected or subject to value deductions if the item exhibits:

• Signs of rough handling or improper display.
• Scratches, fractures, or chips on the stone/crystal surfaces.
• Missing accessories, bases, or authenticating inserts.
• Damage resulting from improper cleaning methods or environmental exposure.

4. Non-Returnable Items

Where permitted by law, certain categories are exempt from preference-based (change-of-mind) returns. These include:

• Customized or bespoke sculptural commissions.
• Digital or physical gift cards.
• Items explicitly marked as "Final Sale" or "Clearance."
• Products damaged due to buyer mishandling or drops.

Any item-specific return restrictions will be clearly noted on the respective product page prior to your purchase.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Given the fragile components of our collections—such as suspended structures, delicate rings, and resin elements—we urge you to inspect your package immediately upon arrival.

If your sculpture arrives fractured, incomplete, or if you received the wrong variant, please notify us as soon as possible. To expedite the resolution, please email us with:

• Your order number and the specific product name.
• Clear, well-lit photos of the damaged sculpture or defect.
• Photos of the internal protective packaging (foam inserts).
• Photos of the exterior shipping carton showing any visible transit damage.

Upon reviewing the visual evidence, we will present the best resolution tailored to your situation in accordance with consumer rights.

6. Basic Product Checks Before Return

For certain concerns, our support team may perform a preliminary remote assessment before authorizing a return. For instance, if a multi-layered sculpture requires simple assembly or if a customer questions the natural texture variations inherent to real stone and crystal, we may provide guidance or request further imagery to clarify the situation. You are never obligated to keep an item that is genuinely defective or unsafe for display.

7. Return Shipping Costs

For preference-based returns, including change of mind, incorrect product selection, or items not matching personal preferences, customers are responsible for covering the return shipping fees where permitted by applicable law.

If we made an error—such as sending an incorrect design, or if the piece arrived demonstrably damaged or defective—we will provide a prepaid solution or reimburse reasonable shipping costs. Please wait for our explicit instructions before purchasing expensive courier services.

8. Original Shipping Charges

Unless mandated by consumer protection laws, original outbound shipping fees are non-refundable for preference-based returns. If the return is a result of a defect or an error on our part, shipping fees may be fully refunded.

9. Return Address

To ensure efficient processing, return destinations vary based on your geographic location and our fulfillment logistics. For this reason, please do not return products to our registered corporate address. The correct and closest return facility address will be provided to you via email once your return request is authorized.

10. Return Packaging

Our sculptures are delicate art pieces. Customers are entirely responsible for ensuring that preference-based returns are packaged robustly to reduce the risk of damage during return transportation. Please reuse the original form-fitting foam, internal padding, and rigid outer boxes. If a returned item shatters in transit due to inadequate customer packaging, the return may be denied.

11. Missing Accessories or Components

If a return is received without its accompanying pieces (e.g., a detachable decorative element, structural base, or specific insert), we may deduct a corresponding amount from your final refund to account for the diminished value of the incomplete set.

12. Return Inspection

Upon arrival at our facility, our quality control team will carefully unpack and inspect the returned sculpture to verify its condition, structural integrity, and the presence of all original components. Please note that an initial return authorization does not guarantee a full refund until this physical inspection is passed.

13. Refunds

Approved refunds are strictly issued to the original method of payment used during checkout. Once TOWWIY releases the funds, your bank, credit card issuer, or payment provider may require additional processing time before the funds appear in your account.

14. Refund Deductions

Consistent with applicable laws, TOWWIY reserves the right to apply a partial deduction if the returned merchandise has suffered a material loss in value. This includes chips, scratches, alterations, or damage sustained during the return trip due to negligent repacking by the customer.

15. Exchanges

Because many of our sculptural pieces are produced in specific batches, direct one-to-one exchanges can be logistically complex. The most efficient way to exchange a piece for a different style or finish is to return the eligible original item for a refund and place a new, separate order for the desired piece.

16. Order Cancellations

If you wish to cancel an order, please contact service@towwiy.com as soon as possible after placing it. We process orders swiftly. Once a sculpture has entered the protective packing phase, fulfillment, or dispatch, the order cannot be halted. If the order has already shipped, you may need to follow the applicable return procedure after delivery.

17. Refunds for Canceled Orders

If we successfully intercept and cancel your order before fulfillment, a full refund will be processed immediately to your original payment method. Your financial institution may require additional processing time before the refund appears.

18. Refused or Unclaimed Deliveries

Refusing delivery does not automatically qualify an order for a full refund. If a shipment is returned to us because it was refused, undeliverable, or unclaimed at customs/courier depots, we will deduct the return shipping fees and any carrier-imposed penalties from your refund.

19. International Returns

International returns may involve additional shipping costs, customs procedures, and extended transit times—increasing the risk for fragile decor items. You must contact us before sending any international return. We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions.

20. Consumer Rights

This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law. Depending on your country, state, province, or region, you may have additional statutory rights relating to defective products, replacements, and refunds. Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.