Cancellation and Returns Policy

Last updated: January, 2026

1. HOW TO CANCEL MY ORDER?

Any order placed can be cancelled only if it has not been shipped out.

If you need to cancel your order, you can reach out to us on WhatsApp or via email at info@twofish.co.in with your order ID within 3 hours of placing the order or before your order has been shipped (whichever is earlier).

Once the order has been shipped, unfortunately, it is not possible for us to cancel it.

2. WHEN WILL I RECEIVE MY REFUND IN CASE OF ORDER CANCELLATION?

Once your order is cancelled, the refund is credited back to the source account (the original payment method used). Normally, you will receive the refund within 7-14 business days.

If you encounter any further difficulties or have any additional questions, you can contact us via email at info@twofish.co.in. Alternatively, you can also WhatsApp or call our customer care team at +91 9510494949.

Our working hours are from 10:00 AM to 6:00 PM (IST) Monday to Friday (excluding public holidays in Gujarat, India), and 10:00 AM to 4:00 PM on Saturday.

3. CAN I RETURN/EXCHANGE MY ORDER?

Returns will only be accepted for products that are:

Physically damaged
Have physical defects
Incorrect product has been shipped
Missing products from the order

We request you to reach out to us on WhatsApp or via email at info@twofish.co.in with an unboxing video and photos showing the damage, defect, or incorrect/missing product, within 24 hours of receiving the order, with unboxing video.

Without unboxing video your claim shall not be entertained. Please note that the damage/defect needs to be evident in the video for acceptance of your complaint.

If you fail to share the right video within 24 hours of receiving the order, unfortunately, we cannot entertain any such complaints thereafter, as the window to raise these claims with the shipping partner is closed after this time period.

Any returns should be made in proper condition in the box that your order came in along with the safety packaging. If you do not return the product in proper packaging and condition, your return will be disqualified, and we will reship the same package back to you at your cost.

Returns will NOT be accepted if:

The product has been used, opened, or tried
The serial number has been tampered with
The product seal is broken (for sealed products)
The complaint is raised after 24 hours of delivery

On receipt of the returned product, Two Fish will proceed to inspect the same and validate the claim. Once approved as an eligible return, a replacement will be issued to the customer. If the product is found to be ineligible for return, the product will be couriered back to you at your cost and expenses.

4. THE PACKAGE I RECEIVED IS OPEN. WHAT SHOULD I DO?

We request you to NOT accept any order where the outer packaging is open or where the seal has been tampered with.

In case an open package is accepted by you from the delivery agent, we will not be able to take responsibility for such a package, and will not be liable for any:

Physically damaged or defective products
Missing products
Incorrect products

Please refuse to accept tampered packages and inform us immediately.

5. WHAT IF MY ORDER IS MARKED AS DELIVERED BUT I HAVEN'T RECEIVED IT?

If your order has been marked as delivered but you haven't received it, please reach out to us within 24 hours of receiving the delivery notification. The window to raise these disputes with our shipping partner closes after 24 hours, so timely communication is essential.

6. WHAT IS THE REFUND PROCESS FOR PREPAID ORDERS?

For prepaid orders that are eligible for refund:

Once your return/cancellation is approved, we initiate the refund process.
The refund is credited back to the original payment method (bank account, card, UPI, etc.).
Refunds typically take 7-14 business days to reflect in your account.
Bank processing times may vary.

7. WHAT HAPPENS TO COD ORDERS THAT ARE RETURNED?

For COD orders that were not paid (refused at delivery or returned):

No refund is applicable as no payment was made.
The customer may be restricted from placing future COD orders.

For COD orders where payment was made and a return is approved:

Refund will be processed via bank transfer.
You will need to provide your bank account details.
Refund will be processed within 7-14 business days after receiving bank details.

8. CAN I GET A REFUND INSTEAD OF A REPLACEMENT?

Our standard policy is to offer replacements for damaged/defective/incorrect products. Refunds may be considered in the following cases:

The product is out of stock and cannot be replaced
The same issue occurs with the replacement product

Refund decisions are made on a case-by-case basis at the discretion of Two Fish.

9. HOW LONG DOES IT TAKE TO RECEIVE A REPLACEMENT?

Once your return is approved and we receive the returned product:

Inspection takes 2-3 business days
If approved, replacement is dispatched within 2-3 business days
Delivery time depends on your location (3-7 business days for metros)

You will receive tracking information once the replacement is shipped.

10. WHAT IF THE REPLACEMENT PRODUCT IS ALSO DAMAGED?

In the rare event that a replacement product is also damaged:

Contact us immediately within 24 hours with photos and unboxing video
We will arrange for another replacement or process a refund
We take such cases very seriously and will investigate the issue

IMPORTANT REMINDERS

Always record an unboxing video when opening your package
Report any issues within 24 hours of delivery
Do not accept tampered or open packages
Keep the original packaging until you've verified the product
Take clear photos showing any damage or defects

CONTACT US

For any cancellation or return-related queries, please contact us:

Two Fish
Email: info@twofish.co.in
Phone/WhatsApp: +91 9510494949
Website: www.twofish.co.in
Working Hours: 10:00 AM to 6:00 PM (IST) Monday to Friday (excluding holidays), and 10:00 AM to 4:00 PM on Saturday.

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