Refund policy

Return & Refund Policy

Made-to-Order Products

All Twisted Roses products are made to order specifically for you. Because of this, we do not accept returns or exchanges for change of mind, accidental orders, or incorrect phone model selection.

Please double-check your phone model and order details before completing your purchase.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, misprinted, or you receive an incorrect item, please contact us within 14 days of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photos showing the item and the issue

Once we receive this information, we’ll review the issue and work with you on an appropriate resolution. Depending on the circumstances, this may include a replacement or refund.

Returns

Because our products are made to order, we generally do not require damaged or defective products to be returned. Please do not send products back without contacting us first.

Incorrect Phone Model

We are unable to offer a refund or replacement if the incorrect phone model was selected when placing the order. Please make sure your device model is correct before checkout.

If you received a phone case that is different from the model you ordered, please contact us so we can review the issue.

Order Changes & Cancellations

Orders may enter production shortly after they are placed. If you need to change or cancel your order, please contact us as soon as possible.

We cannot guarantee changes or cancellations once an order has entered production.

Refunds

If a refund is approved, it will be issued to your original payment method. Please allow time for your bank or payment provider to process and post the refund.

Original shipping charges are generally non-refundable unless the refund is due to an error with your order or as otherwise required by applicable law.

Lost or Missing Packages

If your tracking information shows an issue with delivery or your package has not arrived, please contact us with your order number so we can review the shipment and determine the appropriate next steps.

Contact Us

If you experience an issue with your order, please contact us through the Contact page on our website.

Please include your order number when contacting us so we can assist you as quickly as possible.