Our aim is for you to be happy every time you shop with us. Occasionally though, we do appreciate that you may wish to return items for some reason.
In line with the Distance Selling Regulations, you have the right to cancel your order up to 14 days from the day you receive your order.
If there is a problem with the goods, please inform us by phone or in writing via e-mail and we will respond between Monday - Friday 9am to 5pm:
Telephone: 0845 676 9656
Should you have a concern regarding the quality of your item(s), our customer service team will discuss with you as to whether we would be able to send a replacement parcel (depending on available stock) or a full/part refund. A collection service is also available should you wish to return any items for a full refund, which we would absorb the cost of, assuming we have been informed within the 14 day period. You must ensure that the goods are adequately packaged to protect against damage in transit.
Depending on the nature of your complaint, we may ask for the batch number of your product (this can be found on the back of the packaging) and a photo as evidence. This is so we are able to investigate the issue with our manufacturer and/or warehouse.
Please note that if you decide to cancel/return your order after the goods have been delivered to you and there is NO QUALITY CONCERN, our Customer Service department would be able to arrange for our courier to collect the items from the relevant address, giving rise to a fee of £10.00 (the direct cost for Twootz), alternatively, you are able to return the items to us via your service of choice, however, you will be responsible for returning the goods to us at your own expense and must ensure that the goods are adequately packaged to protect against damage, thus enabling us to resell the product.
If you simply decide to just return the product without firstly contacting us, please include your contact details and the reason for the return and we can contact you with any queries we may have, pending our assessment of whether a refund is valid.
Unit 10 Kestrel Place
Guys Ind Est South
For your protection, we recommend that you use a recorded delivery service. In the event that you do not use a secure recorded courier and the parcel is not returned, we are unable to accept liability.
This returns policy does not affect your statutory rights.