Terms of service

Terms and Conditions of Use

These Terms and Conditions govern your use of the TWB Interiors website and your purchase of products or services through it. By using our website, you confirm that you have read and agree to be legally bound by these terms. If you do not agree to these terms, you may not use the website or make a purchase. TWB Interiors reserves the right to modify these terms at any time.

The website, www.twbinteriors.co.uk, is owned and operated by TWB Interiors and is available to you based on the following terms and conditions.

1. Data Protection

The use of your personal information when interacting with our website is governed by our Privacy Policy, which can be found in an alternative document. Please refer to that for details on how we handle your personal data.

2. Description and Pricing of Products

We strive to describe and display products as accurately as possible. However, there may be slight variations in items when compared to the digital representation, such as color discrepancies. Images on our website are for illustrative purposes only. Whilst we do our best to ensure product accuracy, we cannot guarantee that colors, shades and sizes on your device will exactly match the real-life product.

We ensure that prices are displayed accurately but if we identify a pricing error, we may cancel your order or contact you to arrange payment for the correct amount. Prices are subject to change without notice.

3. Copyright and License

TWB Interiors owns the copyright to all content on this website, including images, designs, text and code. You are not permitted to reproduce, distribute, or use any content from our website for commercial purposes without explicit permission from TWB Interiors.

4. Placing Orders

When you place an order via our online checkout, you will be given the opportunity to review your order. If there are any errors, please correct them at this point. Once we receive your payment, your order is confirmed.

TWB Interiors is not liable for any compensation for disappointment, postage or losses unless a product is faulty or broken. In such cases, a refund will be issued for the amount paid. We reserve the right to cancel orders due to errors in pricing or product availability.

Please review product measurements before placing an order.

5. Payment

All payments must be made before the delivery of goods. If payment fails, your order will not be shipped and may be canceled. Payments made through our website are secured via encrypted technology to protect your payment information.

TWB Interiors will take legal action in the case of fraudulent transactions, chargebacks, or scams.

6. Delivery

We will strive to deliver your order as quickly as possible. Upon receipt of your order, you may be asked to sign for it in good condition. If the package appears damaged or incorrect, please refuse the delivery. Once dispatched, TWB Interiors is not responsible for the delivery. If the courier does not meet the estimated delivery timeframe, please contact them directly.

Please note that you are responsible for the products once they are delivered. We do not offer delivery to a "safe place".

7. Delay in Delivery

Occasionally, delays may occur due to circumstances outside of our control. If we are unable to deliver within the estimated timeframe, we will inform you of the delay and provide an updated delivery schedule. If the delay causes an issue, you have the right to cancel the order and receive a full refund.

To request a cancellation due to delay, please email us at hello@twbinteriors.co.uk.

8. Failed Delivery Attempts

If your delivery is unsuccessful after the first attempt, the courier will make a second delivery attempt. If both attempts fail, the item will be left at your local post office for 7 working days. If not collected within that period, the item will be returned to us and a return-to-sender fee of £4.99 will apply.

Once we receive the item back, we will offer you two options:

  • A full refund (minus the £4.99 return fee)

  • A second delivery attempt for a fee of £4.99, which must be paid before dispatch.

9. Missing or Incorrect Delivery Status

If your parcel is missing, delayed or showing an incorrect delivery status, an investigation will be initiated with the courier. We ask for your cooperation and may request additional information to support the investigation.

Please note that courier investigations can take up to 14 working days, and we will update you once the investigation concludes.

10. Website Alterations

TWB Interiors reserves the right to modify or withdraw the website at any time. This includes changes to product availability, pricing and shipping fees.

11. Returns

We do not accept refunds, returns or exchanges on certain products, including sale items. Once products have been delivered, TWB Interiors is not responsible for the aftercare or condition of used items.

If there is an error in your order, please notify us immediately before delivery. For custom or made-to-measure items, returns will only be accepted in accordance with your rights under The Consumer Contracts (Information, Cancellation, and Additional Charges). Returns on faulty items must be requested within 14 days of receiving the goods.

Return Approval and Instructions

Once a return is accepted, you will be provided with return instructions. Items returned that are not eligible for a refund will incur a £4.99 return-to-sender fee, which must be paid before the items are dispatched back to you or will be deducted from your refund.

In case a parcel is refused and returned to us, a £4.99 administration fee will apply to cover handling and processing costs. You will also be responsible for arranging and paying for redelivery.

12. Discount Codes

Discount codes must be used as specified. Multiple discount codes cannot be combined. Misuse of discount codes can result in the cancellation of your order.

By using our website and placing an order with TWB Interiors, you agree to these Terms and Conditions. If you have any questions or require further clarification, please do not hesitate to contact us.