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
Shipping charges are non-refundable under any circumstances, including for returned orders, refused deliveries, unclaimed parcels, or incorrect shipping information provided by the customer.
If an item is confirmed to be faulty or incorrect due to an error on our part, Tawq will arrange an appropriate resolution at our discretion. Shipping charges paid at checkout will not be refunded.
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: