Returns & Refunds

Last updated: 28 July 2026

We hope you enjoy your TwinB Trendz order. If something is not right, this policy explains how to request a cancellation, return or refund for an online purchase. Nothing in this policy limits your statutory rights.

Changing your mind

For most goods bought online, you may cancel without giving a reason by contacting us within 14 days after delivery. Email twinblimited@gmail.com with your order number and the item or items you wish to return.

After telling us that you are cancelling, please send the goods back within 14 days. We will provide the correct return instructions. Please do not send an item to a supplier or manufacturer unless we specifically instruct you to do so.

Return postage

For a change-of-mind return, you are responsible for the direct cost of return postage. We recommend using a tracked service and keeping proof of postage.

If an item is faulty, damaged on arrival, materially not as described, or we sent the wrong item, TwinB Trendz will provide instructions and cover the reasonable return cost where a return is required.

Condition of returned goods

You may handle an item only as necessary to establish its nature, characteristics and functioning, similar to examining it in a shop. We may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary.

Where possible, return the item with its original accessories, parts and packaging. Missing packaging alone does not remove your statutory rights.

Refunds

For an eligible change-of-mind cancellation, we will refund the item price and the original standard delivery charge. If you chose a more expensive delivery service, the extra amount above our standard delivery charge is not refundable.

We may wait until we receive the returned goods or you provide evidence that you sent them back. We will then issue the refund within 14 days, using the original payment method unless you expressly agree otherwise. Your bank or payment provider may take additional time to display the funds.

Faulty, damaged or incorrect goods

Please email twinblimited@gmail.com promptly with your order number, a clear description of the issue and, where helpful, photographs or video. This helps us investigate quickly but does not replace your legal rights.

UK consumers generally have a 30-day short-term right to reject goods that are faulty, not as described or unfit for purpose. Statutory rights can continue after 30 days, including rights to repair, replacement or another remedy where applicable.

Exceptions to change-of-mind cancellation

The legal right to cancel may not apply to certain goods, including:

• goods made to your specifications or clearly personalised;
• goods that deteriorate or expire rapidly;
• sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed; and
• other goods excluded by applicable consumer law.

This does not remove your rights if an item is faulty, damaged, not as described or incorrect.

Cancelling before dispatch

If you want to cancel before dispatch, contact us as soon as possible. We will try to stop the order, but if processing has progressed you may need to follow the return process above.

Simple cancellation notice

You can copy the details below into an email:

Subject: Order cancellation / return request
Name:
Order number:
Email used for the order:
Item(s) being cancelled or returned:
Date received:
Date of request:

A reason is optional for a change-of-mind cancellation.

Contact

Email: twinblimited@gmail.com

Please wait for return instructions before sending your parcel.