Refund policy

Refund Policy

It is not possible to return products for refund other than in the event of an order being produced to the wrong order specification or not to an acceptable standard. In either of these cases we may (at our discretion) send a replacement free of charge. Any errors in the product received must be reported via e-mail to the following email address sales@twisted-gifts.com, please make sure to include your order number in the subject line. In order to qualify for a full refund you will need to email us within 3 days of order receipt. We will also require you to provide photographic evidence of the issue.

[We will notify you of any refund due to you via email within a reasonable period of time and will usually process the refund due to you within 30 days of the day we have confirmed to you that you were entitled to a refund. We will refund the price of a defective product in full, any applicable delivery charges [and any reasonable costs you incur on returning the item to us].

If the packaging of your order has been damaged, please accept the material from the courier and write on the document provided that you have accepted the package subject to checking. Once you have verified damage has occurred to the contents inside the package you must send an e-mail to the following email address sales@twisted-gifts.com so we can process and reprocess your order immediately.

If, when delivered, the product cannot be used because there is no packaging or the content are completely ruined, please do not accept the product and mark the refusal on the document provided by the courier. You must then send an e-mail to the following email address sales@twisted-gifts.com to inform us of the issue so we can proceed and reprocess your order immediately.

We cannot accept a claim for loss for items delivered via Royal Mail unless 15 working days (25 working days during a period of Royal Mail strikes) or more have passed since the item was due to be delivered