Returns & Exchanges
We are confident of the products we carry and deliver and we want you to feel the same. If you are unhappy with the product, let us know via Contact Us and we will work to resolve this together.
If for any reason you do not like our product*, you can return it within 7 days** and we will refund you the full sum of what you’ve paid or exchange it with another product. Please note that damages caused by you cannot be returned or exchanged.
If you’ve receive our product in a condition that is defective or damaged, we will provide you a free replacement set. Some items may take another month to be replaced.
*Applicable only to our furniture items excluding accessories and customised furniture. Do note that the logistic for bulky furniture items will be borne by you should you wish to return it for whatsoever reasons.
**In cases where you had accepted items in good condition, only to change your mind and request to return it later, a Restocking Fee will be imposed according to the rates as below.
This Restocking Fee is valid for any item which we pick up from your location, regardless of whether you have any outstanding orders to be delivered. Do note that all returned products must be unused and in perfect/resellable condition. We reserves the right to reject any exchange if they do not fulfill the indicated criteria.
The Restocking Fee includes the following charges:
- Re-wrapping of items
- Transportation charges (as charged by logistics/transport service)
- Administrative Fees (Transport Coordination, Inventory)
Restocking Fee will be ONLY be waived, should you choose to bring the product back to the our warehouse via your own transport. All products returned in this manner MUST have their original wrapping intact to qualify for the fee waiver.
Should you wish to have the returned items collected from your home from 7pm-10pm, an additional night delivery surcharge of $30 will be imposed.
Cancellation of Order
If you’ve changed your mind, you can cancel your order within the same day and receive a full refund of your money within 24 hours. All customised, made-to-order furniture orders cannot be cancelled once order status is updated to "In progress".
Refund will be done via the same method used for payment of order.
For cash payments, refunds will be given upon collection or receipt of the returned goods (after checking goods condition).
For Paypal, credit card payments, we process refunds within 48 hours upon receiving the returned goods and it would take 7 to 14 days for the money to be credited back to your account.
Production Lead Time
The production lead time for all our furniture is
- 2 to 5 working days for in-stock
- 8 to 10 weeks for made-to-order stock / restock or unless otherwise stated
Lead times are estimated on past experience and current commitments from suppliers. However due to factors beyond our control such as backorders, general production or freight delays and/or adverse weather or strikes, we cannot and do not guarantee lead times. Orders may not be cancelled nor deposits refunded due to late lead times and/or delivery.
Proof of Purchase
Please retain all documentation for your proof of purchase. We will not entertain any requests (e.g. exchanges etc.) without evidence for proof of purchase.
If you are acting on behalf of the purchaser, we require a written statement from the purchaser indicating that you are authorised to act on their behalf. This statement must be signed by the purchaser.
Warranty & Term of Services
Most furniture sold on Twomu come with 6 months warranty on manufacturing defects (not including wear and tear or misuse), unless otherwise stated. If you detect any manufacturing defects or damages which are not due to misuse or wear and tear, take a picture of the problem and send it to email@example.com with a brief explanation of the problem, including the order number that can be found in the confirmation email sent to you, and date of purchase.
We will contact you and arrange for our service team to assess the situation. In most cases, repairs will be done. If it is deemed beyond repair by the service team, we will exchange the product for a identical one, or similar one of equal or greater price, depending on availability. We reserves the right to make the final decision on whether to repair or exchange the product, as well as the replacement product, should an exchange be decided on.
Clearance items do not include warranty, unless otherwise stated.
Warranties do not cover wrongly assembled products that are assembled by the customer.