Refund policy

Thank you for choosing TWB Interiors. We want to ensure that you're fully satisfied with your purchase but if for any reason you need to return an item, please review our returns policy below to help make the process as simple and straightforward as possible.

Returns & Refunds Policy

To begin a return, please email us at hello@twbinteriors.co.uk with the necessary details.

Please note that TWB Interiors will not be liable for aftercare or the condition of products once they have been used. Returns and refunds will not be issued if an error has been made when placing the order, unless we are notified before the item is dispatched. Shipping charges are non-refundable on all returns.

1. 14-Day Returns Policy

We offer a 14-day returns policy, starting from the date your item is delivered. To be eligible for a return, you must initiate the return process within this 14-day period.

2. Condition of the Item

To qualify for a return, the item must be in its original, unused condition, with no signs of damage, wear or alteration. It should be returned in its original packaging with any accessories included.

3. Initiating a Return

To begin the return process, please email us at hello@twbinteriors.co.uk. Include your order number and the reason for the return. Our team will assess your request and provide you with the next steps.

4. Return Approval and Instructions

Once your return request is approved, we will send you detailed instructions on how to proceed with the return.

Please note:

  • If an item is returned to us that is not eligible for a refund, a £4.99 return-to-sender fee will be charged. This fee will either be deducted from your refund or must be paid before the item is dispatched back.

  • If you refuse delivery and the parcel is returned to us, an administration fee of £4.99 will be deducted from your refund to cover handling and processing costs.

  • You will be responsible for arranging and covering the cost of the redelivery of returned items.

5. Return Shipping & Insurance

Return shipping costs are the customer’s responsibility. We recommend using a fully insured and tracked shipping service to return your item to ensure it arrives safely and securely.

TWB Interiors cannot be held liable for any damages or losses during the return transit. If an item is returned damaged, we can only issue a credit note for the value of the returned item.

6. Damaged or Incorrect Items

If your item is damaged or you received the wrong product, please contact us within 24 hours of delivery. If the item is still available, we will arrange for a replacement or exchange. If the item is out of stock, we will issue a full refund.

7. Return to Sender

If a delivery attempt is unsuccessful, the courier will notify you via the contact details you provided at checkout. You will receive a 1-hour delivery window for the second attempt. After two failed delivery attempts, the item will be left at a local depot for you to collect within 7 working days.

If you fail to collect the item and it is returned to us, a return-to-sender fee of £4.99 will apply. Once the item is returned, you will have two options:

  • A full refund, minus the £4.99 return-to-sender fee

  • A second delivery attempt to your address, subject to a £4.99 fee

8. Custom Orders & Sale Items

Please note that custom orders and sale items cannot be returned, except in the case of manufacturing defects or damages upon delivery. All sale items are non-refundable and non-returnable.

9. Exchanges

At this time, we do not offer exchanges. If you wish to exchange an item, you will need to return the item and place a new order for the desired item.

10. Packaging & Secure Return

All returns must be securely packed in their original packaging or equivalent. Please include any air cushions, bubble wrap or packaging materials used in your original delivery. This will help prevent damage during return shipping.

Please ensure you return items to the shipping address we provide upon accepting your return request. We recommend using a tracked service to avoid any losses during transit. If your return is lost or damaged during transit, you will need to submit a claim with the courier, as we cannot be held liable.

Contact Us

For any questions or concerns regarding your return, please don’t hesitate to reach out to our customer support team at hello@twbinteriors.co.uk.

Thank you for taking the time to review our returns policy. We aim to make your shopping experience with TWB Interiors as smooth as possible and we appreciate your cooperation.