Refund policy
At TwinTrendsDesigns, many of our products are personalised or made to order especially for you. Please check all personalisation details carefully before placing your order.
Personalised and made-to-order items
Under UK consumer law, the usual right to cancel an online order because you have changed your mind does not apply to goods that are made to your specifications or clearly personalised.
For this reason, we cannot normally accept cancellations, returns or exchanges for personalised products once production has begun simply because you have changed your mind, entered incorrect personalisation details, or no longer require the item.
This does not affect your statutory rights.
Faulty, damaged, incorrect or misdescribed items
If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible and provide your order details and, where appropriate, photographs showing the issue.
Where goods do not conform to your statutory rights, we will provide an appropriate remedy in accordance with UK consumer law. Depending on the circumstances, this may include a replacement, repair, price reduction or refund.
If we have made an error with the personalisation supplied to us, please contact us so that we can put this right.
We are not responsible for errors in names, dates, wording, photographs or other personalisation where the finished product accurately reflects the information supplied by the customer.
Non-personalised items
For eligible non-personalised goods purchased online, UK consumers generally have the right to cancel their order within 14 days of receiving the goods without giving a reason.
If you exercise this right, you must notify us within the applicable cancellation period. Goods should then be returned within 14 days of notifying us of the cancellation.
Unless the item is faulty, damaged, incorrect or misdescribed, the customer is responsible for the cost of returning the goods.
Returned goods should be kept in suitable condition. We may make a deduction from a refund where the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to inspect them.
Original standard delivery charges will be refunded where required by law. Any additional amount paid for an enhanced or Express delivery service may not be refundable beyond the cost of our standard delivery option.
Cancellations before production
If you need to change or cancel a personalised order, please contact us as quickly as possible. If production has not yet begun, we may be able to accommodate the request, but this cannot be guaranteed.
Approved refunds will be returned to the original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.
Nothing in this policy limits or excludes rights you have under applicable UK consumer law.