EXCHANGE
POLICY

POLICY OVERVIEW

TwoHiigh currently offers exchanges for eligible products that meet the conditions described in this policy.

An exchange request must be raised within 7 days from the date the order is delivered.

Exchange requests raised after this period may not be accepted.

EXCHANGE ELIGIBILITY

A product may be eligible for exchange when:

• The request is raised within the exchange window
• The requested replacement size is available
• The product has not been used or washed
• All original tags remain attached
• The original packaging is available
• The product passes our quality inspection

All exchange requests are subject to approval after the returned product has been inspected by our team.

PRODUCT CONDITIONS

Products sent for exchange must be returned in their original condition.

Products with stains, odours, damage, makeup marks, altered fittings, or other signs of use may be rejected.

NON-EXCHANGEABLE ITEMS

An exchange may not be accepted for:

• Products used, washed, altered, or damaged after delivery
• Products with removed or damaged original tags
• Products returned without original packaging
• Items marked as final sale or non-exchangeable
• Customised or specially altered products
• Products purchased from unauthorised third-party sellers

SIZE EXCHANGE

Size exchanges are subject to the availability of the requested size at the time the returned item is approved.

We recommend reviewing the product size guide carefully before placing an order.

An exchange request does not reserve replacement stock. Availability may change while the original item is in transit or under inspection.

WRONG OR DAMAGED ITEM

If you receive an incorrect, defective, or damaged product, contact our support team within 48 hours of delivery.

1. 01

   Take clear photographs of the outer packaging and product.

2. 02

   Record or retain an unboxing video whenever possible.

3. 03

   Email your order number, photographs, and issue details.

Claims without adequate photographs or supporting evidence may be difficult to verify.

HOW TO REQUEST AN EXCHANGE

PICKUP & INSPECTION

Where reverse pickup is available, our support team will share the pickup details after approving the request.

In locations where reverse pickup is unavailable, the customer may be asked to ship the product to the address provided by our support team.

Receiving the returned product does not automatically confirm an exchange. The product must first pass our quality inspection.

EXCHANGE SHIPPING CHARGES

Reverse pickup or re-shipping charges may apply for customer-requested size exchanges.

Any applicable charges will be communicated before the exchange is processed.

When an incorrect or defective product has been sent by TwoHiigh and the claim is approved, the exchange shipping cost will be handled by us.

STOCK AVAILABILITY

All exchanges are subject to stock availability.

If the requested size or replacement product is unavailable, our support team may offer another available size, an alternative product, or store credit according to the resolution approved for the order.

REFUNDS & CANCELLATIONS

This policy primarily covers exchanges. A request for an exchange does not automatically qualify for a cash refund.

Any refund, store-credit, or alternative resolution will be considered only where applicable and after review by the TwoHiigh support team.

Orders that have already been shipped cannot normally be cancelled through an exchange request.

CONTACT INFORMATION

Include the following information when contacting us:

• Your full name
• Order number
• Registered phone number or email
• Current and requested size
• Reason for exchange
• Supporting photographs, where applicable