Refund policy

As used in these Terms of Service (these “Terms”), "Twin Atlas" or "we" or "us" refers to Twin Atlas, LLC, doing business as Twin Atlas Official Store.

Section I - PRE-ORDERS, MADE-TO-ORDER, AND PRODUCTION TIMELINES

Certain items sold through the Twin Atlas Official Store are offered as pre-order, made-to-order, or limited production items. These products are not held in inventory at the time of purchase and require additional production time prior to shipment.

Estimated shipping timelines for pre-order or made-to-order items are clearly stated on the product page at the time of purchase. By placing an order for such items, you acknowledge and agree that shipping dates are estimates, not guarantees, and may be subject to change due to manufacturing timelines, supply chain constraints, quality control reviews, or other factors outside of our control.

Delays in fulfillment of pre-order or made-to-order items do not constitute grounds for a chargeback, fraud claim, or non-delivery dispute so long as the item has not yet passed the stated fulfillment window.

Section II - DIGITAL ITEMS, VIRTUAL BENEFITS, REFUND ELIGIBILITY AND PROMOTIONAL CODES

Some purchases may include digital items, virtual in-game benefits, redemption codes, or other non-physical promotional content (collectively, "Digital Items"). Digital Items may be delivered via email, customer account access, or in-game redemption.

Orders that include Digital Items are only eligible for refund consideration if the Digital Items have not been redeemed, claimed, used, accessed, transferred, traded, gifted, sold, or otherwise made available to any account. Once a Digital Item has been redeemed, claimed, used, transferred, traded, gifted, sold, or otherwise made available to another account, the entire order is not eligible for any refund, including partial refunds, regardless of the status of any physical merchandise included in the order.

Delivery or redemption of a Digital Item constitutes complete fulfillment of that portion of the order, and all Digital Items are non-refundable, non-returnable, and non-transferable from that point forward.

If a customer initiates a chargeback or payment dispute after receiving or redeeming a Digital Item, Twin Atlas Official Store reserves the right to revoke access to the Digital Item and all associated benefits where technically possible. You acknowledge and agree that such revocation may affect your in-game progress, account standing, access to related content, or other gameplay features, for which Twin Atlas bears no liability.

Digital Items are provided "as is" and may be subject to additional terms of service, user agreements, or usage restrictions imposed by the associated game platform, service provider, or content licensor.

Section III - CHARGEBACKS, PAYMENT DISPUTES, AND FRAUD PREVENTION

Customers agree to contact Twin Atlas Official Store at merch@twinatlas.com to attempt resolution of any order issue prior to initiating a chargeback, payment dispute, or fraud claim with their financial institution.

Initiating a chargeback without first contacting our support team may result in delayed resolution, denial of future service, or account restrictions. Orders subject to chargebacks may be excluded from refunds, reprints, or replacement consideration while the dispute is under review.

Fraudulent chargebacks — including disputes filed for orders that are still within stated production or shipping timelines, or for orders where delivery has been confirmed — may be contested with supporting documentation, including order confirmation, tracking data, and customer communications.

Chargeback abuse —Chargeback abuse includes, but is not limited to: (i) initiating a chargeback or payment dispute without first contacting our support team; (ii) filing a chargeback for an order still within stated production, fulfillment, or shipping timelines; (iii) filing a chargeback after confirmed delivery of goods or services; (iv) filing a chargeback after redemption or use of digital items or virtual benefits; (v) providing false or misleading information to financial institutions regarding order status or delivery; or (vi) engaging in a pattern of repeated chargebacks across multiple orders. Customers who engage in chargeback abuse may be subject to one or more of the following actions, determined by Twin Atlas in its sole discretion based on the severity and frequency of the abuse: immediate account suspension or temporary restriction, permanent account termination and ban from future purchases, revocation of access to all digital items and virtual benefits (where technically feasible), and referral to collections or legal action for recovery of costs, fees, and damages associated with fraudulent disputes.

In cases where an order includes digital items, virtual benefits, or in-game content, fraudulent chargebacks may result in permanent revocation of access to associated in-game accounts or benefits, where applicable and permitted by the relevant platform.

We reserve the right to investigate customer disputes, refund requests, fraud claims, and account issues at our sole discretion. After conducting a reasonable review based on available information, documentation, and records, Twin Atlas's determination regarding the validity of any claim, the occurrence of any account activity, the status of any purchase or delivery, or the resolution of any dispute shall be final and binding. Twin Atlas is under no obligation to conduct indefinite investigations or entertain repeated challenges to determinations already made. Once a final determination has been communicated to the customer, the matter is considered closed unless Twin Atlas, in its sole discretion, elects to reopen the investigation based on substantial new evidence.

We reserve the right to refuse future orders from customers with a history of excessive chargebacks or fraudulent disputes.

Section IV - SHIPPING CONFIRMATION, DELIVERY, AND RESPONSIBILITY

Once an order has been shipped and marked as delivered by the carrier, responsibility for the package transfers to the customer.

Twin Atlas Official Store is not responsible for packages marked as delivered that are lost, stolen, or misplaced after delivery. Customers are encouraged to verify shipping addresses carefully and to use secure delivery locations.

If a package is returned to us due to an incorrect or incomplete shipping address provided by the customer, the customer may be responsible for additional reshipping fees.

Shipping timelines provided at checkout or on product pages are estimates and may be affected by carrier delays, customs processing, weather conditions, or other external factors.

Section V - ADDRESS ACCURACY AND CUSTOMER INFORMATION

Customers are solely responsible for providing accurate and complete billing and shipping information at the time of checkout.

Orders shipped to incorrect addresses due to customer error may not be eligible for replacement or refund. Twin Atlas Official Store is not responsible for delays or losses resulting from incorrect or outdated customer information.

Requests to change shipping details after an order has been placed are not guaranteed and may not be possible once production or fulfillment has begun.

Section VI - SIZE GUIDES, FIT EXPECTATIONS, AND WEARABLE ITEMS

Size guides provided on product pages are intended as references only. Variations in fit may occur due to manufacturing tolerances, fabric type, or personal fit preference.

Customers acknowledge that ordering an incorrect size does not constitute a manufacturing defect. Refunds are not available for incorrect size selection or preference-based fit concerns.

Where applicable and at our discretion, we may offer a one-time replacement discount code for the same item in a different size, as outlined in our Refund Policy.

Section VII - CUSTOMER CONDUCT AND COMMUNICATION

Customers agree to communicate with Twin Atlas Official Store staff in a respectful and lawful manner. Harassment, abusive language, threats, or repeated bad-faith claims may result in refusal of service.

We reserve the right to (I) immediately limit or discontinue support, (II) immediately suspend or permanently terminate account access, (III) cancel pending orders and/or (IV) deny future service for customers who:

engage in abusive behavior, excessive dispute activity, or attempts to misuse policies for personal gain;
provide false, misleading, incomplete, or inaccurate information in connection with their account registration, purchase transactions, support requests, or dispute claims;
misrepresent the status of an order, delivery, or digital item redemption;
makes false claims of non-receipt, non-delivery, defect, or unauthorized access; or
otherwise acts in bad faith or attempts to defraud Twin Atlas Official Store.

Determinations of misrepresentation or bad faith conduct shall be made by Twin Atlas in its sole discretion based on available evidence and may be made without prior warning.

Section VIII – ACCOUNT SECURITY AND RESPONSIBILITY

Customers are solely responsible for maintaining the security and confidentiality of their account credentials, including usernames, passwords, and any associated authentication methods. All purchases, redemptions, and other activity conducted through a customer's account will be deemed to have been authorized by and attributable to the account holder, regardless of whether such activity was intended or desired by the account holder. Twin Atlas Official Store will not be responsible for unauthorized account access, fraudulent orders, or account compromise unless Twin Atlas independently verifies through its own investigation that unauthorized access occurred. Claims of unauthorized access must be supported by credible evidence and are subject to verification through Twin Atlas's records and investigation processes.

Customers claiming unauthorized account access, fraudulent orders, or identity theft must notify Twin Atlas Official Store within 14 days of discovering the alleged unauthorized activity by contacting merch@twinatlas.com. Failure to provide timely notice may result in denial of any requested remedies. Customers asserting unauthorized access or fraud must reasonably cooperate with Twin Atlas's investigation, including but not limited to: providing requested documentation, completing identity verification, submitting account security information, filing police reports where applicable, and responding to inquiries in a timely manner. Failure to cooperate or provide requested information may result in closure of the investigation and denial of relief.

Section IX – TRANSACTION RECORDS AND DATA VERIFICATION

The Twin Atlas Official Store may maintain comprehensive records of all customer transactions, account activity, and related data, including but not limited to: order confirmations, transaction logs, IP addresses, device identifiers, payment information, delivery confirmations, redemption records, customer communications and timestamp data. In any dispute regarding account activity, purchases, delivery, redemptions, or unauthorized access, Twin Atlas's records and data logs shall be deemed accurate and conclusive unless the customer provides credible and substantive evidence to the contrary. Twin Atlas reserves the right to rely on its transaction records, system logs, and data analytics to verify, dispute, or defend against any customer claim, chargeback, or allegation of error.

All customer data is collected, stored, and processed in accordance with our Privacy Policy. For users in the European Economic Area, United Kingdom, or other jurisdictions with comprehensive data protection laws, additional rights and protections may apply. The transaction records and data referenced in these Terms are maintained and used in accordance with applicable data protection regulations.

Section X – PAYMENT PROCESSING AND THIRD-PARTY PROVIDERS

Twin Atlas Official Store utilizes third-party payment processors and financial service providers to facilitate transactions. Twin Atlas is a separate legal entity from all payment processors, financial institutions, and payment platforms, and does not control, operate, or have authority over their systems, policies, dispute resolution processes, or decisions. Issues related to payment processing, payment method authorization, chargeback procedures, or financial institution disputes are governed by the terms and policies of the applicable payment provider. Twin Atlas cannot override, reverse, or interfere with decisions made by payment processors or financial institutions. Customer disputes with payment providers must be addressed directly with the applicable provider in accordance with their policies.

Section XI – ACCEPTANCE OF TERMS AND AGE REQUIREMENTS

The Twin Atlas Official Store is not directed to children under the age of 13. We do not knowingly collect personal information from children under 13 without verifiable parental consent as required by applicable law. By placing an order through the Twin Atlas Official Store, you represent that you are at least 18 years of age, or that you are between the ages of 13 and 17 and have obtained the permission of your parent or legal guardian to use the Services and place an order.

If you are under 18 years of age, your parent or legal guardian must review and agree to these Terms of Service on your behalf. By permitting a minor to use the Services, the parent or legal guardian agrees to be bound by these Terms and accepts full responsibility for the minor’s use of the Services, including all purchases and account activities.

If we become aware that personal information has been collected from a child under the age of 13 without verified parental consent, we will take reasonable steps to delete that information as soon as practicable.

Twin Atlas reserves the right to request proof of age or verifiable parental or guardian consent at any time and may suspend or cancel orders or accounts that cannot provide adequate verification.

Section XII – MODIFICATION OF TERMS

Twin Atlas Official Store reserves the right to modify, update, or replace these Terms of Service at any time in its sole discretion. Material changes will be communicated to customers via email to the address associated with their account or by prominent notice on the Twin Atlas Official Store website. Continued use of the Twin Atlas Official Store following notification of changes constitutes acceptance of the modified Terms. If you do not agree to the modified Terms, you must cease using the service and contact us to close your account. Your statutory rights and remedies related to orders placed prior to the modification remain subject to the Terms in effect at the time of purchase, except where changes are required by law or are made to enhance consumer protections.

Section XIII – GOVERNING LAW AND DISPUTE RESOLUTION

These Terms of Service shall be governed by and construed in accordance with the laws of Nevada, without regard to its conflict of law provisions. Any dispute arising out of or relating to these Terms or your use of the Twin Atlas Official Store shall be resolved exclusively in the state or federal courts located in Clark County, Nevada, and you consent to the personal jurisdiction of such courts and waive any objection to venue. Any dispute, claim, or controversy arising out of or relating to these Terms or your use of the Twin Atlas Official Store shall be determined by binding arbitration in Nevada in accordance with the rules of Advanced Resolution Management. The arbitrator's award shall be final and binding and may be entered as a judgment in any court of competent jurisdiction. This arbitration provision does not preclude either party from seeking provisional remedies in aid of arbitration from a court of competent jurisdiction.

Section XIV – INTELLECTUAL PROPERTY

Content & Twin Atlas IP

All content available on or in conjunction with the Twin Atlas Official Store, including but not limited to text, graphics, images, product designs, product descriptions, photographs, videos, audio, logos, trademarks, service marks, trade dress, artwork, user interfaces, website design, software, and all related intellectual property (collectively, the “Content”) is owned by or licensed to Twin Atlas and is protected by United States and international copyright, trademark, trade dress, and other intellectual property laws.

Except as expressly permitted by Twin Atlas in writing, you may not copy, reproduce, distribute, republish, download, display, post, transmit, modify, create derivative works from, sell, license, reverse engineer, scrape, frame, or otherwise exploit any portion of the Content or the Twin Atlas Official Store for any commercial or public purpose.

The use of any Twin Atlas trademarks, trade names, logos, product names, branding, copyrights, or other intellectual property (together with all intellectual property rights in or associated with the Content, the “Twin Atlas IP”) without the prior written consent of Twin Atlas is strictly prohibited. Nothing contained on the Twin Atlas Official Store should be construed as granting any license or right to use any Twin Atlas IP without the express written permission of Twin Atlas or the applicable rights holder.

Any unauthorized use of the Content or other Twin Atlas IP may violate copyright, trademark, and other applicable laws and may result in the suspension or termination of your account, removal of access to the site, and/or civil or criminal legal action.

Counterfeit and Unauthorized Products

Twin Atlas actively protects its brand, product designs, and trademarks. The manufacture, distribution, advertisement, or sale of counterfeit or imitation Twin Atlas products, or any products that copy or substantially imitate the distinctive appearance, design, or trade dress of Twin Atlas products or other Twin Atlas IP, is strictly prohibited and may constitute trademark infringement, trade dress infringement, and unfair competition under applicable law.

Twin Atlas reserves the right to pursue all available legal remedies against individuals or entities involved in the production, distribution, or sale of counterfeit or infringing products.

Trademark and Brand Use Restrictions

The Twin Atlas name, logos, product names, slogans, and brand identifiers are trademarks or registered trademarks of Twin Atlas. You may not use these marks in connection with any product or service that is not authorized by Twin Atlas, in any manner that is likely to cause confusion, or in any manner that disparages or dilutes the Twin Atlas brand.

Use of Twin Atlas trademarks in metatags, keywords, advertising, domain names, or social media identifiers without prior written consent is strictly prohibited.

DMCA and Copyright Enforcement

Twin Atlas respects the intellectual property rights of others and expects users of the Twin Atlas Official Store to do the same. If you believe that any content on the site infringes upon your copyright, you may submit a notification pursuant to the Digital Millennium Copyright Act (“DMCA”) by providing written notice that includes:

Identification of the copyrighted work claimed to have been infringed;
Identification of the allegedly infringing material and its location on the site;
Your contact information;
A statement that you have a good faith belief the disputed use is not authorized; and
A statement under penalty of perjury that the information provided is accurate and that you are the copyright owner or authorized to act on the owner's behalf.

Twin Atlas reserves the right to remove allegedly infringing content and terminate repeat infringers.

Reservation of Rights

Twin Atlas reserves all rights not expressly granted in these Terms.

Section XV – AUTOMATED ACCESS, SCRAPING, AND AI TRAINING PROHIBITION

You may not use any automated means, including but not limited to bots, spiders, crawlers, scrapers, data-mining tools, or similar technologies, to access, collect, copy, monitor, or extract data from the Twin Atlas Official Store or its Content without the prior written consent of Twin Atlas.

The use of any Content, data, product images, product descriptions, or other materials from the Twin Atlas Official Store for the purposes of training, developing, or improving artificial intelligence systems, machine learning models, or automated decision systems is strictly prohibited without the express written permission of Twin Atlas.

Section XVI – SEVERABILITY

If any part of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving its original intent. If such modification is not possible, the invalid provision shall be severed from these Terms, and the remaining provisions shall remain in full force and effect.

Section XVII – ENTIRE AGREEMENT

These Terms of Service, together with any supplemental policies referenced herein, constitute the entire agreement between you and Twin Atlas Official Store regarding your use of the service and supersede all prior or contemporaneous understandings, agreements, representations, and warranties, whether written or oral, regarding the subject matter.

Section XVIII – FORCE MAJEURE

Twin Atlas shall not be liable for any delay or failure to perform its obligations under these Terms due to circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.

Section XIX – LIMITATION OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY LAW, TWIN ATLAS'S TOTAL LIABILITY FOR ANY CLAIMS RELATED TO THE TWIN ATLAS OFFICIAL STORE, INCLUDING FOR ANY IMPLIED WARRANTIES, IS LIMITED TO THE AMOUNT YOU PAID TO US IN THE TWELVE (12) MONTHS PRIOR TO THE EVENT GIVING RISE TO THE LIABILITY. IN NO EVENT SHALL TWIN ATLAS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR RELATING TO YOUR USE OF OR INABILITY TO USE THE TWIN ATLAS OFFICIAL STORE, EVEN IF TWIN ATLAS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU. IN SUCH JURISDICTIONS, OUR LIABILITY SHALL BE LIMITED TO THE GREATEST EXTENT PERMITTED BY LAW.

Section XX – WARRANTIES AND DISCLAIMERS

EXCEPT AS EXPRESSLY PROVIDED IN THESE TERMS OR AS REQUIRED BY LAW, THE TWIN ATLAS OFFICIAL STORE AND ALL PRODUCTS ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND. TO THE MAXIMUM EXTENT PERMITTED BY LAW, TWIN ATLAS DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. TWIN ATLAS DOES NOT WARRANT THAT THE TWIN ATLAS OFFICIAL STORE WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED, OR THAT THE SITE OR SERVERS ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.

This disclaimer does not affect any statutory rights you may have as a consumer that cannot be waived under applicable law.