Refund policy
Thank you for choosing TwilouraX.
Every TwilouraX poster is printed specifically for your order using premium museum-grade materials. Because each piece is made on demand, our return and refund policy differs slightly from that of traditional retail products.
We are committed to delivering exceptional quality, and if something isn't right with your order, we'll do everything we can to make it right.
Eligibility for Returns & Refunds
We gladly offer replacements or refunds if:
- Your item arrives damaged during shipping.
- Your poster arrives with a printing defect or manufacturing error.
- You receive the wrong product.
To request a replacement or refund, please contact us within 30 days of delivery and include:
- Your order number
- Clear photos of the product and packaging
- A brief description of the issue
Email us at:
Items Not Eligible for Returns
Because every TwilouraX poster is printed exclusively for your order, we cannot accept returns or exchanges for:
- Change of mind
- Ordering the incorrect size after purchase
- Slight color differences caused by individual monitor or device settings
- Minor variations that do not affect the quality or functionality of the product
- Products without sufficient evidence of damage or manufacturing defects
- Gift cards or final-sale items (if applicable)
Approved Claims
If your claim is approved, we'll either:
- Send you a replacement at no additional cost, or
- Issue a full refund to your original payment method when a replacement isn't the most appropriate solution.
In most cases, you won't be required to return the damaged item. If additional information is needed, we'll let you know during the claims process.
Please allow 5–10 business days for refunds to appear in your account, depending on your payment provider.
Order Changes & Cancellations
Because every TwilouraX poster is made to order, cancellations or order changes can only be made before production begins.
If you need to update your shipping address or cancel your order, please contact us as soon as possible. Once production has started, we may no longer be able to make changes.
Shipping Issues
If an order cannot be delivered because an incorrect shipping address was provided during checkout, additional shipping charges may apply to resend the package.
If your package appears to be lost in transit, please contact us. We'll work closely with our fulfillment partners to investigate the shipment and find the best possible solution.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you may have certain rights under applicable consumer protection laws.
However, because every TwilouraX poster is printed specifically for your order, our products are generally considered custom-made and are therefore exempt from the EU's standard 14-day right of withdrawal.
This does not affect your right to receive a replacement or refund if your item arrives damaged, defective, or incorrect.
Contact Us
If you have any questions about your order, returns, or refunds, we're always happy to help.
Email: contact.twilourax@gmail.com
We typically respond to all inquiries within 24–48 business hours.
Thank you for supporting TwilouraX and for helping us celebrate the beauty and mystery of the ocean through museum-quality scientific artwork.