Exchanges and returns

EXCHANGES AND RETURNS

1. OUR GUARANTEE

At TWOCRUSH, each piece is a heritage asset selected for its timelessness and design. We stand behind the integrity of our archive. If your purchase does not meet your expectations, you can initiate a return process under the following conditions.

2. THE WINDOW OF DISCERNMENT

You have fourteen (14) calendar days, starting from the date of receipt of your order, to request a return.

Return requests received outside of this period will not be accepted for refund, except in cases of defective product or error on the part of TWOCRUSH.

3. THE RETURN PROCESS (OUR COMMITMENT)

TWOCRUSH assumes responsibility for return shipping as part of our standard service.

  • Application : To begin the process, you must complete our online Return Form, located at [link to the form page on the website]. You will need to provide your order number and the reason for the return.

  • Label : Once your application has been reviewed and preliminarily approved, we will send a prepaid return shipping label to your email address.

  • Shipping : The item must be shipped using only this label and the designated carrier, to ensure the safety and tracking of the heritage.

If the provided label is not used or a shipping method other than the one indicated is used, TWOCRUSH cannot assume responsibility for losses, damages or additional costs arising from transport.

4. THE INSPECTION (THE CODE OF INTEGRITY)

The value and unique nature of our pieces require that returns be handled with the utmost care. No piece will be accepted that does not strictly meet the following conditions:

  • Original condition : The item must be returned in the same condition in which it was sent. Signs of use, stains, additional wear, alterations, odors (including perfume, dampness, or tobacco), or any other indication of use other than mere testing will not be accepted.

  • Labels intact : All TWOCRUSH security and brand labels must remain intact and in their original position. If any TWOCRUSH label has been removed, cut, or tampered with, the return will be automatically rejected.

  • Complete packaging : All original packaging must be returned, including boxes, cases, dust covers, heritage cards and any other accessories delivered with the piece.

Our Archives team will conduct a thorough inspection of each returned item. TWOCRUSH reserves the exclusive right to determine whether the item has been returned in its original and complete condition.

If the return is rejected due to non-compliance with these conditions, the customer will be informed and the item may be reshipped to the original delivery address. In that case, the customer may be responsible for the reshipping costs.

5. THE REFUND

Once the return has been approved after inspection, we will proceed with a full refund to the original payment method, unless an alternative is expressly agreed upon (e.g., store credit).

Refund processing may take up to ten (10) business days from the date we receive the item in our records. The exact credit time will depend on your bank or payment provider.

TWOCRUSH does not apply management or restocking fees to accepted returns.

6. EXCEPTIONS TO REFUND (FINAL SALE)

In order to maintain the integrity of our most exclusive selection, certain pieces will be considered FINAL SALE and will not be eligible for return or refund, except in the case of a serious undescribed defect or shipping error. These include:

  • “Private Sourcing” Items : Items acquired specifically at the request of a Club member.

  • The Undeniable Archive : Extremely rare or historically valuable pieces that are explicitly marked as "Final Sale" in their description.

When an item is "Final Sale", this condition will be clearly indicated on the product sheet.

7. DEFECTIVE PRODUCTS OR SHIPPING ERRORS

If you receive a part with a defect not described in the product sheet or an item different from the one ordered, you must contact us within 48 hours of delivery, attaching clear photographs of the condition of the part and the packaging.

Once the case has been analyzed, and if the defect or error is confirmed, TWOCRUSH will be able to offer you:

  • Replacement of the part (where possible), or

  • Full refund of the amount paid, with us covering the return costs.