Refund policy
Returns & Refunds
Standard Returns
We accept returns within 30 days of delivery if the item is:
- Unused and uninstalled
- In its original packaging
- Not a custom, made-to-order, or final sale item
To start a return, email hello@twraps.com with your order number.
Once we send your return label, you have 2 weeks to ship the item back.
Returns must normally be received before we issue a refund. We do not guarantee reimbursement for a return lost in transit. These limits are subject to the TWRAPS-error exceptions in this policy, applicable law, and any specific remedy we agree to provide.
Restocking fees may apply if packaging arrives damaged. Items over $300 are typically made-to-order and may also be subject to restocking fees.
Shipping costs for returns
The shipping rules below apply to eligible voluntary returns, such as a change of mind or ordering the wrong vehicle version. The other return requirements in this policy still apply.
- If you paid for shipping at checkout: That original shipping charge is not refunded. We do not also deduct our outbound shipping label cost from your item refund.
- If your order shipped free or with shipping included: For a full return, we deduct the actual amount we paid the carrier to deliver your order. A $0 shipping charge at checkout does not mean that the carrier delivered the order at no cost.
- For a partial return of an order that shipped free: We deduct the actual original outbound shipping cost if the items you keep no longer qualify for the free-shipping offer that applied to your order. If the items you keep still qualify, there is no outbound shipping deduction. We deduct the original outbound cost at most once per order, even if you make more than one return.
- If you use our return label: We deduct the actual carrier cost of that return label from your refund. This is separate from any applicable outbound shipping deduction. We do not charge for a return label you do not use.
- If you arrange your own return shipping: Contact us for return instructions, pay your chosen carrier directly, and send us the tracking number. We will not deduct a return-label cost. Any applicable original shipping charge or outbound shipping deduction described above still applies.
TWRAPS errors and your rights: These voluntary-return shipping restrictions and deductions do not apply to a return caused by a TWRAPS error, an item received damaged or defective, or an item that does not match its description. Contact us so we can review the issue and arrange the appropriate remedy. We honor any free-return offer that applies to your order. Nothing in this policy limits your rights or remedies under applicable law.
Faster shipping and carrier delays: If we dispatch your order on time using the shipping service you selected, the shipping charge is not refundable for a carrier delay. This restriction does not apply if we dispatch late or use a different service than you paid for, or where applicable law requires a refund.
We apply the return terms disclosed when your order was placed. A later policy update will not add new fees to an existing order.
Non-Returnable Items
- Full wraps, color wraps, and other made-to-order products
- Bulk PPF rolls
If you have a defect or need a replacement on these items, contact us and we'll help.
Bulk PPF rolls. Please inspect the film before you install it. Report any visible defect before use, with photos and the roll's lot number. Film installed with a visible defect isn't covered. Defects that show up after installation are covered with replacement film for the affected area only, not labor, removal or reinstallation, up to the purchase price of the roll. Please report them within 30 days of noticing them.
Exchanges
- Initiate a return per the instructions above
- Place a new order for the replacement item
- We'll ship it right away and refund the returned item once received and inspected
Issues With Your Order
| Problem | What to do |
|---|---|
| Arrived damaged | Email a photo + order # to hello@twraps.com — we'll send a replacement |
| Wrong item received | Email a photo of the label + order # — we'll send the correct item |
| Item missing from order | Email a photo of the package + order # |
| Package not arrived yet | Check your tracking link first — carrier delays are common |
| Shows delivered but missing | Check around your home, ask neighbors, then contact the carrier. If still missing, email us |
For carrier delays after we dispatch your order on time using the service you selected, contact the carrier about missed delivery estimates. This does not override the shipping-refund exceptions above or your rights under applicable law.
Installation Issues
Our products are designed for DIY installation. Please watch the provided installation video before starting. We can't offer refunds or free replacements for installation errors. If you purchased DIY Install Protection for the affected product, the DIY Install Protection Terms & Conditions apply. These installation rules do not limit that coverage or your rights under applicable law.
If you damaged only some pieces of a multi-piece kit, email us — we can sell you just the pieces you need. Single-piece products damaged during installation may qualify for a replacement at a discount.