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Returns & refunds

We want you to be happy with what you buy from us. This page explains how to cancel an order, how to return something, and when you'll get your money back. Nothing here affects your legal rights.

Changed your mind? Your 14-day right to cancel

If you bought from us online, you can cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. You don't have to give a reason.

To cancel, tell us before the 14 days are up. The easiest way is to email thetwinsbarbers@gmail.com with your name, order number, and what you're cancelling. You can also write to us at The Twins Barbers, 34 York Street, Twickenham, TW1 3LJ, or use the wording at the bottom of this page.

After telling us, send the goods back within 14 days. You pay the cost of return postage. We recommend a tracked service, because you're responsible for the goods until they reach us.

Your refund

  • We refund within 14 days of receiving the goods back, or of you showing us proof that you sent them, whichever is sooner.
  • We refund to the payment method you used.
  • We refund the price plus the standard delivery charge you paid on the original order. If you chose a faster, dearer delivery, we refund the standard rate only.
  • You may handle goods as you would in a shop. If a product comes back damaged or incomplete, we may reduce your refund to reflect the loss in value.

Sealed products

Our products are sealed for hygiene and safety. If the seal is unbroken you can return the product within the 14 days above and we'll refund you in full.

Once a seal has been broken we can't accept the product back, because it can't be resold safely. This doesn't apply if the product is faulty, damaged or not what you ordered, where your rights below always apply.

Faulty, damaged or wrong items

Your legal rights are separate from, and in addition to, the 14-day cancellation right above.

  • Within 30 days of delivery: if goods are faulty, not as described or not fit for purpose, you can return them for a full refund.
  • After 30 days: you're entitled to a repair or replacement, and to a refund if that isn't possible.
  • Damaged in transit or the wrong item sent: email us within a reasonable time, with a photo if you can, and we'll replace it or refund you. We pay the return postage in these cases.

How to return something

  1. Email thetwinsbarbers@gmail.com with your order number and what you're returning.
  2. Pack the items securely, with any packaging they came in.
  3. Send them to: The Twins Barbers, 34 York Street, Twickenham, TW1 3LJ
  4. Keep your proof of postage until your refund arrives.

Cancellation form

You don't have to use this wording, but you can:

To THE TWINS TWICKENHAM LTD, 34 York Street, Twickenham, England, TW1 3LJ, thetwinsbarbers@gmail.com:

I hereby give notice that I cancel my contract of sale of the following goods: [description]. Ordered on / received on: [date]. Name: [your name]. Address: [your address]. Date: [date].

Questions

Email thetwinsbarbers@gmail.com or call +44 (0)20 3689 8008. We aim to reply within 2 working days.