Twelo Returns Policy

The terms and conditions set out in this "Returns Policy" apply to all goods purchased from Twelo, whether you buy through our website at www.twelo.com, over the phone or by other means.

This Returns Policy forms part of a legally binding contract between us and you which you accept whenever you buy goods from Twelo. 

We want you to be absolutely satisfied with your purchase from Twelo. However if on the rare occasion you do wish to return your item then we have a hassle free returns policy.  Just fill out a returns request via our friendly support centre online which is accessible 24 hours a day 7 days a week

What if I have changed my mind and want to return my non-faulty item?

Returning unwanted non-faulty goods is a very simple process.

Under the Consumer Protection (Distance Selling) Regulations 2000 you have the right to cancel your order within a period of 7 working days. The period of 7 working days begins on the day after the day you receive your goods. You must inform us of your wish to cancel in writing either by letter, email, or return request form via the user control panel within a period of 7 working days beginning on the day after the day you receive your goods. You must take reasonable care of the goods and may inspect and assess them, but not use them. You should return goods to us in their original packaging, in new condition, as soon as possible after informing us of your wish to cancel.  You have a duty to look after the goods whilst in your care and you agree to take good care of the goods from the time that they are delivered to you until the time that they are returned and if they are returned damaged they may not be credited to your account unless they are faulty upon investigation by our returns engineers. 

It is the responsibility of the customer to make sure that the item is returned in sufficient packaging to protect the item from any possible transit damage. You agree to return the goods in full, in a resalable condition and Twelo also asks that you return the packaging with the goods where possible.  Due to the item not being faulty the buyer will be responsible for the return postage costs. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage.

Special order or ‘one off’ items cannot be returned unless they are damaged on delivery or faulty.

Alternatively we can organise the collection of your large items (furniture and large design items) using our reliable carriers where collection costs will be determined based on size and weight of item.  These charges would be calculated once all information has been submitted via our customer services department. Any charges will be deducted from your credit/debit card prior to any refund. Please note any failed collections may incur charges. Once the item has been collected or returned and confirmed back into our warehouse subject to an inspection of the goods and all conditions have been met we will issue a refund within 5 working days.

Collection of the goods will only take place from the delivery address to which they were delivered and will be subject to the following conditions:

  • You agree to ensure that there is suitable access to the chosen collection location particularly if the item being returned is furniture or a large object.
  • If collection cannot be made from your chosen location due to the nature of the premises, because there is insufficient access or for any other reason that is not within our reasonable control, including your absence at the time of collection, you agree to pay our reasonable additional collection fees and the costs of re-arranging collection.
  • If our representative reasonably considers that collection from the room of your choice is likely to cause damage to the goods or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods).
  • You agree to give our representative all goods which are being returned in as new condition, including all component parts of such goods and all related items or accessories (including original packaging) which are included in the price of the goods being returned.
  • A collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your goods.
  • If you are not personally available to undertake any of your obligations with regards to returning an item, you may appoint a representative to do so in your place. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own.
  • You understand you are responsible in full for all courier costs

What if I receive my item and it is faulty/damaged?

The order details: order number, your contacts and date of delivery.

.Any faulty goods must be reported to us within 24 hours of receipt of goods by sending an email to returns@twelo.com including the following information

Information about the faulty or damaged product: product name and description and what is the problem with it. You will need to email a couple of photographic images of the damaged or faulty item and return it  to us with the original packaging (we strongly advise you retain the original packaging until you are completely satisfied with your purchase), you will then be entitled to a full refund or a replacement if the goods are in fact deemed to be defective. Please note, we will require photographic evidence of any faults/damages reported to us. When receiving the delivery from our couriers we do recommend that you check the condition of the packaging.  Should you find that the parcels are damaged or have been torn or tampered with we advise that you sign for the parcel/s "damaged" and refuse the delivery.  We will email you a return postage label and arrange collection by our courier which we will pay for provided the item is proven to be faulty or damaged.

 

Product Descriptions

You should bear in mind that buying goods over the internet provides a different shopping experience from buying in-store. In particular you should be aware that:

  • The colours of goods as shown on the website will depend on many factors – including your display settings.
  • The sizes and shapes of the goods may differ in real life from how they appear on your screen. We provide dimensions and measurements in the descriptions of the goods and it is your responsibility to check that the actual size of each item is suitable for your purpose.
  • Pictures and images on the website are for illustration purposes only. For an accurate description of any item and details of what is included with the item, you need to read the corresponding written description.
  • All goods are subject to availability and we may not be able to supply your order. We reserve the right to withdraw any goods from sale at any time, and our only liability to you for withdrawing any goods will be to refund to you any money paid to us in respect of those goods which we are no longer able to supply.
  • We will do our best to deliver your goods in accordance with the delivery date set out in our Delivery Page, but please note that all delivery dates given by Twelo (whether on the website, over the phone or by email) are estimates only and delivery dates may vary. 
  • As Twelo is a flash sale site. In order to offer such big discounts on amazing products, we may run out of a product much sooner than expected (on short run items) if the product is a hot seller. Sometimes this product may not be available again due to limited runs or the designer not being able to make enough for us, quick enough! We apologise for any disappointment you may experience but this is out of our hands very often.

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