Refund Policy
PAY PER VIEW and VIDEO ON DEMAND:
Once the event you elect to receive on a so-called “pay per view” or “video on demand” basis (“Transmission”) has begun to be received by you or has commenced to occur at the live event, no refunds of any type will be issued. Since TWF is offering non-tangible irrevocable goods, TWF does not issue refunds once the order is accomplished and/or once the Transmission has begun. As a customer, you are responsible for understanding this upon purchasing any item or Transmission from our web site.
However, we realize that exceptional circumstance can take place with regard to the character of the product and/or Transmissions that we supply.
Therefore, we DO honor requests for a refund for the following reasons ONLY:
1. Download issues for Pay Per View and Video on Demand: It may happen that you are having problems while downloading the Transmission. Claims regarding such issues must be submitted to our Technical Support department. If you do not properly contact us during the time that the Transmission is scheduled and/or within one (1) business day thereafter, you agree that we may construe your silence to mean that you have successfully downloaded the Transmission, and you agree that you shall have no further right of redress or refund for a “download issue” reason;
2. Major defects for Video On Demand: Although all expected Transmissions are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted in writing (email is not acceptable for this purpose) by you to us for our Technical Support Team’s approval not later than one (1) business day after the time that the Transmission was scheduled to occur. You agree that we have the right to rectify the error or defect within twenty (20) business days of your email to us. If any deficiency is approved by us, and we fail to correct it within twenty (20) business days from the date of the initial complaint letter sent to us by you, we will issue you a full refund, provided, however, that we have the option to provide to you (in lieu of a refund) an alternate Transmission date for the event that you were attempting to view. In that event, such Transmission to you on an alternate date shall be deemed to be the full and final settlement of any and all claims that you may have with respect to your purchase. Please be advised that temporary access to your server can be requested by our technicians in order to identify and fix the possible issues with respect to any Transmission which you claim has failed or been defective. Failure to provide such access in a timely manner may result in a delayed resolution of the issue. Refusal to provide access to your sever will result in your inability to qualify for a refund or an alternate Transmission date.Please note that we do not bear any responsibility, and therefore, we do not satisfy any refund/return/exchange requests based on incompatibility of our products and Transmissions with any specific third-party software, computer hardware or Internet providers. Further, we do not guarantee that our products and Transmissions are fully compatible with any Internet providers, software, computer hardware and third-party programs, and we do not provide support for third-party applications.
3. “Force Majeure Events”: Please note that in the event of an “act of God” (also known as a “Force Majeure Event”) which is not in the control of TWF and which precludes or impairs your ability to view a Transmission by Pay Per View or Video On Demand, your sole remedy shall be the right to receive a later Transmission of some or all of the event to the extent that TWF has the ability to provide such alternate Transmission to you. You specifically acknowledge and agree that TWF is not responsible for signal interruption, signal failure, buffering, distortion, failure of carrier to provide the Transmission and/or any change in the event line up of participants, and none of the foregoing shall entitle you to any refund or remedy.
MERCHANDISE – APPAREL AND DVDS:
We have carefully selected and manufactured our extensive line of clothing and products to provide you with the best quality and durability available. Even now, we are always looking for new ways to improve and expand our product line to better serve our customers.
However, we also understand that occasionally you may wish to return one of our products if for whatever reason you are not satisfied. Please refer to the following return policies when deciding to do so.
All returns and/or exchanges must be within 15 days of the ship date. There will be no returns and/or exchanges for items that are past the 15 day guideline even if they are still in the original packaging or are otherwise unused.
DVDs:
We do NOT accept returns on DVDs unless the DVD is defective. IF the DVD is defective, it can be returned in the original packaging, and a replacement DVD will be shipped to you. All DVDs must be returned within 15 days of the ship date. All returned defective DVDs must be in brand new condition. All opened non-defective returned DVDs will be refused at customer’s cost.
TWF in its sole and absolute discretion shall be the sole determiner of whether a product is in fact defective.
APPAREL:
Apparel is returnable IF the merchandise is in the same condition as when purchased.
In order to obtain a refund or exchange, contact us via email or by phone to obtain a RETURN AUTHORIZATION no later than 15 days after purchase. After obtaining a RETURN AUTHORIZATION, the product can be returned to this address:
TWF Enterprises, LLC, PO Box 1015, Stuarts Draft, VA 24477, Toll Free Telephone Number: 855-444-5090
The item to be returned must be in original, unused condition, with all tags attached and in the original packaging. You must include your completed Return Authorization number and a copy of the original receipt. You will be credited in the form and manner of the payment used for the original purchase.
Customer is responsible for shipping charges for returns. Your credit card will be refunded once the item is inspected and received LESS the original shipping fee. All shipping charges are non-refundable. This includes regular shipping charges as well as any expedited or express charges you may have opted to select at checkout when you purchased the item.
Any worn or damaged clothing cannot be returned unless it is defective. If you think a product is defective, please call us at 1-855-444-5090 to discuss the matter with one of our customer service professionals.
Credit Card: If you ordered by credit card, and your purchase is eligible for a refund as set forth in these Terms of Use, we will credit your account within 14 business days, and it will show on your next statement depending on the issuing bank and/or billing cycle. If you have requested an exchange, your account will be credited for the return and charged for the new item including shipping charges for both the original item and the replacement item.
Shipping Methods: We currently use three different carriers for shipping: UPS (United Parcel Service), FedEx, and USPS (United States Postal Service) for our shipping options. The most appropriate delivery method will be used depending on the weight, shipping destination, and shipping method for your package, unless you select a specific method of shipping at the time of purchase and checkout, and in that event, we will make every effort to accommodate your selection.
