Refund policy
We want you to feel confident when ordering your Emotion Board. If you change your mind, you may return it within 30 days of delivery, provided it meets the return conditions below.
Starting a return
Before sending anything back, email support@twomatoes.com with your order number. We will confirm the return instructions and provide the return address.
Please do not send the product back without contacting us first.
Return condition
To qualify for a return, the Emotion Board must be:
- Completely unused and undamaged.
- Returned with the protective sheet fully intact.
- Never attached to any surface.
- Complete with both magnetic markers.
- Returned in its original packaging.
You may remove the board from its packaging to inspect its appearance. However, you must not remove the protective sheet from the nano-tack backing or attach the board to a surface. Doing so means the product has been used and can no longer be returned in its original condition.
Return shipping
If you are returning the product because you changed your mind, you are responsible for the return delivery cost. We recommend using a tracked shipping service, as the returned package remains your responsibility until it reaches us.
If the product arrives damaged, defective, or different from what you ordered, contact us before returning it. We will provide appropriate instructions and cover the reasonable return cost where required.
Refunds
Once your return has been received and inspected, we will email you to confirm whether the refund has been approved.
Approved refunds are normally processed to the original payment method within 5–7 business days. Your bank or payment provider may require additional time before the funds appear in your account.
When an entire order is returned under the right of withdrawal, the refund includes the cost of the least expensive standard delivery method offered at checkout. Additional costs for express or upgraded delivery are not refundable.
Exchanges
We do not currently offer exchanges because the Emotion Board is our only physical product.
Damaged or incorrect products
Please contact support@twomatoes.com as soon as possible if your order arrives damaged, defective, incomplete, or incorrect. Include your order number and photographs where possible so we can review the issue and provide a suitable solution.
Order cancellations
To cancel an order before it has been dispatched, contact us as soon as possible. If the order has already been shipped, it will need to be returned using the process described above.
Your statutory rights
This policy does not limit any rights you may have under applicable consumer protection law, including your rights when a product is faulty, damaged, or not as described. EU consumers generally have a minimum 14-day withdrawal right for online purchases and a minimum two-year legal guarantee for defective goods.