Our 30-day money-back guarantee
We think you'll love your Twistaroo. But if you don't, for any reason at all, send it back within 30 days of receiving it and we'll refund you in full. Returns are free. No questions asked.
That's it. Really.
Who it covers
Anyone who has bought from twistaroo.co.uk and had it delivered to a UK address. Any product, any reason. It doesn't suit your trolley, you've changed your mind, you ordered two by accident: all fine.
How to return something
- Email sam@twistaroo.co.uk with your order number (you'll find it on the receipt Stripe emailed you) and let us know you'd like to return it. No need to explain why.
- We'll reply within 5 working days, usually much sooner, with a prepaid returns label. Print it, stick it on, and drop the parcel at any Post Office. If you don't have a printer, tell us and we'll sort something out. [OWNER TO CONFIRM: prepaid label as written above, OR reimburse postage. If reimbursing, replace the previous sentences with: "with the return address. Post it back by any method you like, send us a photo of the postage receipt, and we'll add the cost to your refund."]
- We refund you within 14 days of the parcel reaching us. The money goes back to the card or payment method you paid with, and includes the original £2.50 postage. It can take a few more days to show on your statement, depending on your bank.
What condition does it need to be in?
We're reasonable about this. You don't need the original box or packaging, and it's fine if it's been clipped onto a trolley or two. Just wrap it well enough to survive the post. We don't need the box; we'd just rather it didn't come back covered in jam.
Faulty or damaged items
If your Twistaroo arrives damaged or develops a fault, we're sorry. Email sam@twistaroo.co.uk with your order number and a photo if you can. We'll send a replacement or give you a full refund, whichever you'd prefer, and we'll cover all the postage. Your legal rights under the Consumer Rights Act 2015 are on top of this and aren't affected.
The legal bit
By law (the Consumer Contracts Regulations 2013), when you buy online you have 14 days from receiving your order to change your mind, then 14 more days to send it back, and you would normally pay the return postage yourself. Our 30-day guarantee goes beyond that on every count, so it's the one we apply. Nothing in this policy reduces your legal rights.
Questions? Email Sam at sam@twistaroo.co.uk.