Refund policy
Returns & Refund Policy
We want you to love every piece you receive from Tawq. As our products are intimate garments worn close to the skin, we take hygiene seriously and apply a strict returns policy to ensure quality and safety for all our customers.
1. Returns
We do not accept returns or exchanges on any products unless they are faulty or incorrect. This policy is in place due to hygiene standards, particularly for hijabs, undercaps, and all headwear.
Please choose carefully before finalising your order. If you have any questions about sizing, fabric, or product details, feel free to contact us at sales@tawq.com.au before placing your order.
2. Faulty or Damaged Items
If your item arrives faulty, damaged, or incorrect, please email us within 7 days of receiving your order at sales@tawq.com.au with the following:
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Your order number
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A clear photo of the item showing the fault or issue
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A brief description of the problem
Once approved, we will offer a replacement, store credit, or a refund, depending on stock availability and your preference.
3. Refunds (if applicable)
Approved refunds will be processed to your original method of payment. Please allow 5–10 business days for the refund to appear in your account.
4. Shipping Costs
If an item is deemed faulty or incorrect, Tawq will cover the cost of return shipping. We do not refund original shipping fees for change-of-mind or non-faulty orders, as we do not accept returns in these cases.
5. Exemptions
We cannot accept returns or issue refunds for the following:
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Change of mind
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Incorrect sizing chosen by customer
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Items returned without prior email approval
6. Contact Us
If you believe you’ve received a faulty item, or if you have questions about our policy, please contact us at: