Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at twiztedplants@gmail.com  Please note that returns will need to be sent to the following address: 17-1/2 West Street, Pepperell, MA 01463 

If your return is accepted, we'll provide instructions on how and where to send your package. You are responsible for purchasing your own return shipping label and paying the return shipping costs. We do not provide return shipping labels. Please contact us and receive return approval before sending an item back.

You can always contact us for any return questions at twiztedplants@gmail.com 


Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please remember to open packages carefully and not with a knife across the tape due to risk of opening bag (this would not be considered a shipping damage) 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.


Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, a 15% restocking fee will be deducted from your refund, and the remaining balance will be credited to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at twiztedplants@gmail.com.


Orders Returned Due to an Incorrect Address
If an order is returned because the shipping address you provided was incorrect or incomplete, you must pay the new shipping charge before we resend it.

Lost & Stolen Packages
If your tracking shows as delivered but you haven’t received your order, please take the following steps before contacting us:

  • Check around your property — front door, back door, garage, side entrances, and any covered areas.
  • Check with neighbors, as carriers sometimes leave packages at adjacent addresses.
  • Allow 1–2 business days after the marked delivery date, as carriers occasionally scan packages as delivered early.
  • Contact your local carrier (USPS, UPS, FedEx, etc.) to open a missing package investigation using your tracking number.

If your package has been confirmed lost by the carrier, or you believe it was stolen:

  • Contact us at twiztedplants@gmail.com with your order number and carrier investigation details.
  • For confirmed stolen packages, please file a police report and include the report number in your message to us. This helps us process your claim and file our own report with the carrier.

We will work with you to resolve the situation, which may include a replacement or refund depending on the outcome of the carrier investigation.