Twins.co.uk Returns Policy

Returning An Item

We hope that you will be delighted with your purchase, but we understand that sometimes there may be a reason that you would like to return an item to us. We aim to make this process as simple as possible.

Christmas Returns Period

Twins.co.uk is offering an extended returns period over Christmas:

• Orders placed between 21/11/2024 and 31/12/2024 will be able to be returned until 31/01/2025

Please note that all orders must be returned in a resellable condition. Products that are marked as non-returnable due to hygiene considerations will remain non-returnable during this period – please refer to the information below for more details.

This Refunds and Returns page provides details on returning the following items:

1. Products where the product is unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item (customer remorse).
2. Defective products, where the product is incorrectly sent, damaged by the carrier or defective in another way

1. Products where the product is unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item (customer remorse)

Our returns policy is valid for 30 days from the receipt of an item. You therefore have 30 days from the day after you receive your item from Twins.co.uk to inform our Customer Care Team that you wish to return the item if it is unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item (this is known as customer remorse).

The cost of returning the unsuitable item is your responsibility.

Before returning any item, please fill in the following form so that we can provide you with a returns authorisation number along with details of how to return your item.

* Full name

* E-mail address

* Order number

* Reason for return

E.g. too small, too large, faulty etc. Please provide as much detail as you can.

Message

If you are returning only part of your order, please enter the title of the products and the quantity you would like to return in this message field. You can also use this field to provide any further details or ask us questions.

*

Please add the two numbers

SubmitSubmit

Alternatively you can contact us by email at helpdesk@twins.co.uk or by phone on 020 7720 2266. We will then give you an authorisation number along with details of how to return your item.

This returns number helps us process your return as quickly as possible. Please do not send items back unless you have been given your returns authorisation number and the return address details.

When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked service with adequate insurance or cover for loss and/or damage to the product. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us.

2. Defective products, where the product is incorrectly sent, damaged by the carrier or defective in another way

If you receive a defective product, if we have sent the wrong product to you, the product is damaged by the carrier or is defective in another way, please let us know as soon as possible and within 30 days of receiving your item.

We will provide you with a full refund, repair or exchange where the item is faulty. We will refund your card or replace the item once we have received and processed your returned item.

We will arrange to collect the item from you at our cost, or provide you with the details of how to return the item to us where we will bear the costs of carriage.

Before returning any item, please fill in the above form so that we can provide you with a returns authorisation number along with details of how to return your item.

Alternatively you can contact us by email at helpdesk@twins.co.uk or by phone on 020 7720 2266. We will then give you an authorisation number along with details of how to return your item.

Ways to get in touch with our team regarding a return

You can get in touch with us in one of several ways:

• Email our Customer Care Team at helpdesk@twins.co.uk, or
• Fill in the electronic form on this page, or
• Call our Customer Care Team on 020 7720 2266, or
• Write to us at Twins.co.uk, Unit 6, Union Court, Union Road, London, SW4 6JP, or
• Fill in the cancellation form (available on our Terms and Conditions page)

Condition of products you are returning due to buyer remorse

If you are returning your product due to the product being unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item (known as buyer remorse), the item must be in the same condition you received it, with original packaging and all included literature, free from stains, free from smells (including tobacco), free from hair (human and/or animal), free from marks, free from damp, liquid or residue on the product itself, its packaging and its literature.

When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked service with adequate insurance or cover for loss and/or damage to the product. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us.

How is the 30 days return period calculated - am I outside of this period?

The calculation of the 30 days includes all days (working or otherwise) from Monday to Sunday. The 30 days begins to run depending upon when you receive your goods.

Where goods are delivered in one delivery, the end of the 30 days period is 30 days after the day on which the goods came into your physical possession.

Where you have ordered multiple goods in one order but the goods are delivered on different days, the end of the 30 days period is 30 days after the day on which the last good came into your physical possession.

Where you have ordered goods consisting of multiple parts delivered on different days, the end of the 30 days is 30 days after the day on which the last of the pieces came into your physical possession.

Where you are receiving a regular delivery of goods during a defined period of more than one day, the period ends 30 days after the day on which the first of the goods came into your possession.

You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of this 30 days period, you will be not be able to return your goods unless faulty.

How do I actually return my item(s)?

If your reason for return falls into one of the above categories you will need to contact our Customer Care Team for a returns authorisation number and details of how and where to return your item. You will receive from our Customer Care Team a returns authorisation number and details on how and where to return your item(s) to.

Please pack your item(s) securely and include a note within the package with your name, contact details, order number (e.g TW123456) and the reason for returning the goods, along with the returns authorisation number. Usually the packaging that you received the item in can be used to package your return, however sometimes this may not be suitable. Please use adequate packaging to protect the product.

If returning due to buyer remorse, you are responsible for the product until it arrives back with us. We therefore recommend that you send the item back to us using a tracked service with adequate insurance or cover for loss and/or damage to the product. 

If returning due to a defective product, where the product is incorrectly sent, damaged by the carrier or defective in another way, you are responsible for the package until it is handed to the carrier on its return journey. As detailed above, we will arrange for a courier at our cost, or provide you with details of how to return the product at our cost.

How long do I have to return my item once my return has been authorised by your team?

Under normal circumstances, after your return has been authorised, you have 30 calendar days (30 days including weekends and national/bank holidays) to return your item to our returns address.