| Terms & ConditionsWelcome to the Twins.co.uk Terms and Conditions page. Here you will find information about our business, legal notices and our terms and conditions. By using this website, you accept the terms and conditions contained within these pages. If you do not agree to be bound by these terms and conditions, we politely request that you cease use of the site immediately. Twins.co.uk is owned and operated by Health and Care (UK) Ltd at the website address www.twins.co.uk. Trading Address: Twins.co.uk Registration Details:
VAT Details: Health and Care (UK) Ltd is registered for VAT. Health and Care (UK) Ltd's VAT number is:
Contact Details: General Email Address: helpdesk@twins.co.uk Contacting Us Our business hours are 09:00 to 17:00, Monday to Friday, excluding Bank Holidays. Please contact us by telephone on 020 7720 2266 or by email at helpdesk@twins.co.uk. We always aim to respond to customer emails within 1 working day. ISO 9001:2015 CertificationHealth and Care (UK) Limited (trading as Twins.co.uk) is an ISO 9001:2015 certified business with BSI, a UKAS accredited issuing body. Our ISO 9001:2015 certificate number is FS 593975. Our Quality Policy is available upon request. Privacy Policy We take our responsibility to respect and protect your personal data very seriously. Please view our Privacy Policy for full details. Cookie Policy We use cookies on our website to enhance your user experience and to assist us in improving our business and in turn our product and service offering to you. Please view our Cookie Policy for more details. Purchasing From Us By using our website and purchasing from us, you declare that you are 18 years of age or over. If you are not 18 years of age or older, we must declare that we are unable to sell a product to you. Trade Associations: Health and Care (UK) Limited trading as Twins.co.uk is a member of the Federation of Small Businesses. Contact details are available at www.fsb.org.uk. ISO 9001:2015 Certification Health and Care (UK) Ltd is an ISO 9001:2015 certified business with BSI, a UKAS accredited issuing body. Our ISO 9001:2015 certificate number is FS 593975. Pricing All pricing displayed on the site is in UK Pounds Sterling (£) and is inclusive of Value Added Tax (VAT) at the current rate. Prices exclusive of VAT are displayed in brackets beneath the VAT inclusive price for ease of use and calculation. All payments taken when processing your payment will be in UK Pounds Sterling (£). It is likely that your card issuer will automatically calculate the exchange rate for the transaction and may charge you extra fees when processing an overseas transaction. Please note that UK Pounds Sterling (£) is a different currency to the Euro (€) and to the US Dollar ($). The UK Pounds Sterling (£) has a different exchange rate to the Euro (€) and the US Dollar ($). Refunds Refunds will be processed in UK Pounds Sterling (£). If purchasing outside of the UK or with a non-UK issued card, due to fluctuations in exchange rate, the amount that you are refunded may differ from that initially charged. You therefore may be refunded a higher or lower amount in your own currency than you initially paid for the item due to currency fluctuations, as the refund will be processed at a different time to that of the purchase. We do not charge a currency or exchange rate fee. Any fees will be levied against you by your own card issuer. Faulty Product Recovery Where you have received a product that is faulty upon arrival or subsequently develops a fault, we require the product back prior to us processing any repair, replacement or refund that you may be eligible for (the outcome being dependent upon our policies, and in line with the Consumer Rights Act 2015). If you have received a product that is faulty or develops a fault, and in the unusual event that we replace that product by sending you a direct or similar replacement product prior to the return of the faulty product(s), we require the original faulty product(s) to be returned to us. We will collect the product(s) from you, free of charge. Where we are unable to recover the product from you within 30 days of being made aware of the fault (for instance where our courier has attempted to collect the item from your address, but you were not in) we will invoice you for the full price of the product that we have been unable to recover. The price we will invoice you is the price you paid for the product originally, or the current retail price of the product on our website, whichever is greater. No reduction in price will be made to the invoice to take into consideration any fault – as we are unable to verify the fault, our assumption is that the product is not faulty. As you are in possession of product(s) that you have not paid for, the business will invoice you for those goods and you accept and acknowledge the business’s right to recover this amount. Lost In Transit – Replacement Products If you have not received a product that has been sent to the delivery address that you entered into our system at the point of order, and we have accepted that the item has been lost in transit, we will resend the item to the stated delivery address (or a different delivery address if provided by you and approved by us). If subsequently, the product that had been lost in transit is delivered to you, you have a legal obligation to inform us of that delivery. We will then collect this product from you, free of charge. Where we are unable to recover the product from you within 30 days of being made aware of the delivery (for instance where our courier has attempted to collect the item from your address, but you were not in) we will invoice you for the full price of the product that we have been unable to recover. The price we will invoice you is the price you paid for the product originally, or the current retail price of the product on our website, whichever is greater. No reduction in price will be made to the invoice to take into consideration any fault, packaging problem, damage etc. As you are in possession of product(s) that you have not paid for, the business will invoice you for those goods and you accept and acknowledge the business’s right to recover this amount. Ordering From Us When you place an order with Twins.co.uk online by using the website and completing checkout on the site, we will send you an order acknowledgement by email to the email address that you have supplied in the checkout process. This email details the products that you have ordered from us and the price for each product. Attached to this email is an invoice in PDF format that can be printed off and retained for your records. We politely request that you check the confirmation email that is sent to you as we will dispatch the goods contained within your order and detailed in that email, that you have ordered (and are contained in the email), as soon as we can. Please inform us immediately if the goods do not match those that you intended to order. Our process is automatic and we do not manually check the items that are ordered. If a mistake has been made at the checkout, either with an incorrect item or incorrect multiple/quantity, it is highly likely that you have added this to your basket in error or multiple times. We accept an order when we dispatch the goods to you. The point of dispatch is when the sales contract is made even if your payment has been processed immediately. Twins.co.uk reserve the right to cancel an order for any of the following reasons:
Availability of Products Twins.co.uk, its owner, agents and employees, accept no responsibility for losses suffered as a result of unavailability of a product. Where the site states that a product is in stock, this is subject to availability, and is not necessarily an accurate indication of our stock levels. All stock indicators on the site are approximate, and do not necessarily represent current stock levels. All orders are subject to availability. If there is a problem with availability of your order, we will contact you by telephone or email as soon as reasonably practicable. If the goods that you have ordered are not available, we reserve the right to substitute goods of a similar specification and quality. Images displayed on our website are, as far as possible, a fair and accurate representation of the products that we retail. Please note that the precise colour of or pattern on a product that we supply may differ slightly from that displayed on our website. This may be due to factors that include manufacturing variations and/or the image colour settings of the device you are viewing the website on. Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in force from 13th June 2014 onwardsBy using this website and/or committing to a purchase on this website, or with Twins.co.uk, you are agreeing that the terms and conditions of the sale are being presented to you in a form other than in paper form, and you agree that these terms and conditions are to be presented to you in this electronic form. You also agree and accept that the model cancellation form has been provided and can be accessed by using the link below. Consumers are legally entitled to a cooling off period (the time you take to cancel your contract) of 14 days. Prior to the dispatch of your item(s), you are entitled to withdraw your offer at any time from the moment you submit your order until the moment the contract is concluded. An exception to this contract conclusion occurs where personalised goods or customised goods are ordered. In this case, the customisation or personalisation will be confirmed prior to manufacture. At the point that the manufacture of such goods is initiated, the contract will be concluded. The calculation of the 14 days includes all days (working or otherwise) from Monday to Friday. The cancellation or cooling off period begins to run depending upon when you receive your goods. Where goods are delivered in one delivery, the end of the cooling off period is 14 days after the day on which the goods came into your physical possession. Where you have ordered multiple goods in one order but the goods are delivered on different days, the end of the cooling off period is 14 days after the day on which the last good came into your physical possession. Where you have ordered goods consisting of multiple parts delivered on different days, the end of the cooling off period is 14 days after the day on which the last of the pieces came into your physical possession. Where you are receiving a regular delivery of goods during a defined period of more than one day, the cooling off period ends 14 days after the day on which the first of the goods came into your possession. You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of this cooling off period, you will be not be able to return your goods. Exercising your Right To CancelYou must inform us of your wish to cancel by using a clear statement. You are able to convey your wish to cancel to us by using the following methods; send an email to helpdesk@twins.co.uk, send a letter to Twins.co.uk, Unit 6, Union Court, Union Road, London, SW4 6JP, or call our customer care team on 020 7720 2266. You can use the model cancellation form below to inform us of your wish to cancel. Simply click on the "Cancellation Form" link below and this will open up a PDF document that you can complete and send back to us by post or scanned and emailed. Losing Your Right To CancelYou will lose your right to cancel where you fail to cancel the contract within the appropriate timescale as stated above, or where you fail to return the goods within the appropriate timescale following legitimate cancellation. Returning Your GoodsOnce you have exercised your right to cancel, you are under a duty to send back the goods to the following address: Returns Department You must not delay in returning your goods to us. In any event, you must send the goods back not later than 14 days after the day on which you inform us of your wish to cancel. Return CostsYou will bear the costs of returning the item(s) to us. No refund will be made of your return costs. As we do not charge for delivery on the outward leg of the delivery, we will not refund any postage costs as none have been incurred in the delivery of the item. Where you have opted for an expedited delivery method, or a postage upgrade to a faster, paid service, this will not be refunded. Our standard delivery is free of charge. Any costs associated with the return of your item(s) will be paid by you and will not be refunded. Where large items have been ordered and you feel that it will be difficult in the circumstances to arrange for a delivery back to us, we may be able to offer a collection service to assist you. This is a paid service and is normally approximately £20. In order to utilise this service, please email or telephone us to agree the exact costs. These costs will not be refundable. Returning oversized items by courier yourself depends on the weight and dimensions of the package, and can be costly. The maximum costs that you are likely to have to pay for the return of an oversized item is £100 if using an independent courier or pallet company. RefundsWe will refund you without undue delay, but in any case no later than the end of 14 days after the day on which we received the goods back. If you supply us with evidence of having sent the goods back before we have received them, then we will refund you within 14 days from the day after the day on which we receive that evidence. We will refund you any amount to be refunded onto the card or by the payment method that you used to place the order, unless expressly agreed otherwise. Our Right To Compensation For Diminished Value of GoodsPlease note that we have a right to recover an amount from you for a loss of value of the goods as a result of handling goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. This compensation will be deducted from the amount that you initially paid for the goods. If this is not possible, this amount of compensation must be paid by you to us. Exceptions to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013If goods are made specifically for you as a customer, personalised or made to your specifications or fit, Twins.co.uk will not accept your request to exchange or to cancel your order. Some of our products are excluded from this exchange policy for hygiene reasons (items deemed perishable that lose their entire value when opened due to the risk of contamination). As a general rule, toilet related, incontinence related and bath or shower related products are excluded from our exchange and refund policy. Also items that are designed to be used internally in the body, mouth or used by placing in the mouth, are excluded from our returns policy. Any item designed to be used with open or fresh wounds is also excluded from our returns policy and will not be returnable on grounds of hygiene. Returns AuthorisationWhen informing Twins.co.uk of your wish to return an item, it is advisable to obtain a returns authorisation number from Twins.co.uk. Any goods that are returned without a returns authorisation number may take longer to process. This may delay the refund or exchange of the product. Please include your returns authorisation number on a small note or correspondence within the package of the returned item along with your address and a contact telephone number. Please also include the reason for returning the goods. RefundWe will not refund any cost of returning the goods to us. The cost of returning the goods will not be refunded. You must pay for all postage and packaging costs when returning goods to us. If you fail to return the goods, or attempt to charge the cost of returning the goods to us, we will charge you the direct cost to us of the return of goods, even if we have already processed a refund for any reason. We will not charge you an administration charge. If you cancel an order for any reason, you must return the goods to us. You must return the goods as soon as possible. If you do not return the goods within 14 days from the day of your cancellation, we will arrange for collection of the goods, and will charge you for the cost of this collection. If you do not make the goods available for collection within 30 days of your cancellation, or do not return the goods within 30 days of cancellation, you will be deemed to have repurchased the item. You will then fall outside of the Twins.co.uk returns policy and will be unable to return the goods. In this respect, a new sales contract will be deemed to have been created and you will be charged for the goods purchased at the price that you initially purchased the goods at (if a refund has been processed) or not refunded if a refund has not been processed. Twins.co.uk reserve the right to charge you the carriage costs of returning the item back to you.. We recommend that you return the goods by Royal Mail special delivery or insured delivery as Twins.co.uk, its agents and/or representatives, do not accept liability for goods damaged or lost in transit from you to our headquarters. We always recommend that you obtain and keep a certificate or proof of posting. Goods are sent back to us at your own risk until we receive them. Goods that have gone missing or have become lost in the postal system before reaching us are not our responsibility. The contract that you have made when returning the goods is between you and the service provider that you have chosen to use. We are not a party to this contract of service and cannot therefore make a claim on your behalf. The burden of any loss of goods must be borne by you. All returns should be sent to: Twins.co.uk, Our Legal DutyWe are under a legal duty to supply goods that are in conformity with the contract. PaymentPayment will be taken by credit or debit card, or by Paypal, at the time of ordering. When you add a payment method to your Twins.co.uk account, you will be asked to provide customary billing information such as name and billing address to Twins.co.uk or its third-party payment processor(s). You must provide accurate, current, and complete information when adding a payment method. It is your obligation to keep your payment method(s) up-to-date at all times. When you add a payment method during checkout, you will be asked if you would like to store your payment method in your account for future transactions. If you are logged into the website, checking the box associated with this request will automatically save that payment method to your Twins.co.uk account so it can be used for future transactions. You authorise Twins.co.uk to store your payment method information and charge your payment method as outlined in these payments terms. If your payment method’s account information changes (e.g. card number, account number, expiration date) as a result of re-issuance or otherwise, we may acquire that information from our financial services partner(s) or your bank and update your payment method on file in your Twins.co.uk account. You are solely responsible for the accuracy and completeness of your payment method information. Twins.co.uk is not responsible for any loss suffered by you as a result of incorrect payment method information provided by you. Recurring BillingCertain products and services may be purchased on a recurring or subscription billing basis. Where a recurring or subscription billing product or service is purchased, the product or service will be dispatched to you after payment has been taken from the payment method on file/on your account. Your account will be automatically charged prior to dispatch of the goods and/or services that are being provided on a recurring or subscription billing basis. Details of the recurring/subscription billing cycles and product/service dispatch cycles (including the cost of the product or service and the frequency of the cycle such as weekly, monthly, half yearly, annually etc) will be detailed on the website page when you add the product or service to your basket. By purchasing said product or service, you are authorising Twins.co.uk to charge your payment method on file/on your account. If payment fails to be taken for any reason, Twins.co.uk will make contact with you as soon as possible to advise you of the payment failure. No products or services will be dispatched until payment has been taken. You may stop payment of a recurring/subscription billing cycle by notifying Twins.co.uk orally or in writing at least three (3) business days before the scheduled date of payment. Twins.co.uk may require you to provide written confirmation of a stop-payment instruction within fourteen (14) days of oral notification. If you fail to provide written confirmation within fourteen (14) days as requested, Twins.co.uk is not obliged to honour your request to stop any future recurring/subscription payments. In the event that products or services are dispatched by us in error following a payment failure or stop payment instruction, you must inform Twins.co.uk of the shipping error. Twins.co.uk will collect the product or services from you free of charge. Failure to make the products or services available for collection, in the same condition that you received them, within 30 days will result in an invoice being raised for the product(s) or services(s) at the current price on our website. You will be liable to pay that invoice in full without set-off. Delivery Delivery will take place by Royal Mail Post, UPS courier, DPD courier or any other courier or postal method deemed suitable for the weight, size and nature of the product. Delivery will take place as soon as is practicable, and in any event, we will strive to deliver your item(s) within 30 days. Please note that over 90% of orders are delivered the next day. Exchanges In the event of you wishing to return the item(s) that you have purchased for an exchange, the same return period applies as above. For the sake of clarity, you therefore have a total of 14 days from the date that you receive your item to inform us of your wish to return your item to exchange this item. Where goods are delivered in one delivery, you can exchange your item(s) by letting us know up to 14 days after the day on which the goods came into your physical possession. Where you have ordered multiple goods in one order but the goods are delivered on different days, you can exchange your item(s) by letting us know up to 14 days after the day on which the last good came into your physical possession. Where you have ordered goods consisting of multiple parts delivered on different days, you can exchange your item(s) by letting us know up to 14 days after the day on which the last of the pieces came into your physical possession. Where you are receiving a regular delivery of goods during a defined period of more than one day, you can exchange your item(s) by letting us know up to 14 days after the day on which the first of the goods came into your possession. You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of these periods, you will be not be able to exchange your goods. You must inform Twins.co.uk of your wish to exchange the item(s) by email, letter or telephone. If informing Twins.co.uk by letter, the request to exchange is effective on the date of posting. If informing Twins.co.uk by email, the request to exchange is deemed to have been conveyed when the email is sent. Twins.co.uk ask that you keep a receipt of postage of your exchange request notice or a confirmation of sending an exchange request email. If goods are made specifically for you as a customer, personalised or made to your specifications or fit, Twins.co.uk will not accept your request to exchange or to cancel your order. Some of our products are excluded from this exchange policy for hygiene reasons (items deemed perishable that lose their entire value when opened due to the risk of contamination). As a general rule, toilet related, incontinence related and bath or shower related products are excluded from our exchange and refund policy. Also items that are designed to be used internally in the body, mouth or used by placing in the mouth, are excluded from our returns policy. Any item designed to be used with open or fresh wounds is also excluded from our returns policy and will not be returnable on grounds of hygiene. Please note, as with cancellations of your order, with exchanges we have a right to recover an amount from you for a loss of value of the goods as a result of handling goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. This compensation will be deducted from the amount that you initially paid for the goods. If this is not possible, this amount of compensation must be paid by you to us. Where a balance is required to release the exchanged goods, we will contact you to take an extra payment or discuss whether you would like to continue with the exchange. Faulty Item Payment Twins.co.uk accept the following methods of payment: Visa, Visa Debit, Delta, Visa Electron, Mastercard, Maestro, Solo. Security of Payment Our payment pages use 256-bit encryption enabled technology supplied to us by Thawte and ensures that information is kept private. Delivery We will deliver to the address that you have supplied to us for delivery. The delivery address will be confirmed to you by email immediately upon completing your purchase. This confirmation email will be sent to the email address that you have provided in the checkout process. We would always advise checking your spam or junk mail folder as some of our emails may be filtered by your email service provider due to the "spam-heavy" content of our email address (helpdesk@twins.co.uk). We will not be held responsible if an email has not been read that you have received in the spam folder. It is your duty to maintain your own email account. We cannot be held accountable if you have failed to check the details that we have sent to you but may not be in your usual inbox folder. We have the ability to resend your order confirmation details if not received immediately. Please contact our Helpdesk if you wish the confirmation email to be resent to you. If we have sent an item out to an address that you have provided and was stated in the confirmation email, but you failed to check this and inform Twins.co.uk of your mistake, we will not refund your item. We will not offer an exchange of an item. We will not offer a credit note. We will not be held accountable for your error, nor will we offer you compensation. Our order process provides the facility to specify a delivery address different to your billing address. This allows you to arrange for delivery of goods to friends, family or a workplace. The delivery address does not therefore need to be the same as the address that your debit or credit card is registered. Delivery in most instances is made by Royal Mail First Class delivery. For larger items or valuable items, a courier, signed for or Royal Mail Special Delivery may be used. Overseas orders are processed by courier, normally UPS. Delivery expectation for European deliveries is normally 2 to 5 working days. In the event of a parcel going missing, we cannot send out a replacement item, or offer a full refund until a claim has been accepted and processed by Royal Mail or our chosen courier. In the event of a parcel going missing, the time for a full claim to be processed is usually 21 days, although this may be longer. In the event of damage or breakage, Twins.co.uk may ask you to provide a detailed report and supply images for the purpose of making a claim. Twins.co.uk accepts no responsibility where proof of delivery has indicated that a 'you were out' card has been left by the Royal Mail (or similar) and you have subsequently not picked up the item. Normal Working Hours The Twins.co.uk offices are open between the hours of 9.00am to 5.00pm GMT, Monday to Friday. Service Access While we endeavour to ensure that this Website is normally available 24 hours a day, we will not be liable if for any reason this Website is unavailable at any time or for any period, and we will not be liable if you cannot reach our sales, customer care or information team by telephone or email. Overseas Access All content on the Twins.co.uk website is intended to meet United Kingdom guidelines. We cannot and will not promise that materials available and viewable on our website outside of the United Kingdom, or available to purchase outside of the United Kingdom, are appropriate within a territory outside of the United Kingdom. You are prohibited from accessing this website where viewing information or obtaining such products is illegal or unlawful. If you do choose to access information, images and content on this website, you do so at your own risk and you are fully responsible for your compliance with local laws and regulations. General You may not assign, sub-licence or otherwise transfer any of your rights under these Terms. If any provision of these terms and conditions is found by any court of competent jurisdiction to be invalid, the invalidity of that provision will not affect the validity of the remaining provisions. These remaining provisions shall continue to have full force and effect. Only parties to these terms and conditions may seek to enforce them. Nothing in these terms and conditions is intended as granting persons who are not parties to these terms and/or contractual provisions, any rights under the Contracts (Rights of Third Parties) Act 1999.
Installation Some products sold by Twins.co.uk will require installation at your premises. We advise that you do not schedule installation works until you have received, inspected and assessed your goods for suitability. Where installation is necessary, we advice you to use a trained, qualified professional with accreditation and authority to carry out the works to all legal, moral and regulatory standards. Jurisdiction The jurisdiction for any claims, actions or legal processes is the United Kingdom in United Kingdom courts. The law that governs this contract is that of the United Kingdom. WEEE Regulations The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge. Twins.co.uk is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us. For example, if a customer bought a new electronic monitor from us we would accept their old electronic monitor and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item. Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol. Unwanted electrical equipment is the UK's fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination - harming wildlife and also human health. To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin. Google Checkout Any details that we capture with reference to physical or email addresses will not be sold or rented to other businesses. Google Checkout buyers can remove their physical addresses from our direct marketing mailing list at any time. We will remove these details from our marketing within 90 days of receiving the request either by telephone or by emailing helpdesk@twins.co.uk and placing "Google Checkout Details Removal" in the subject line of the email. Free Gifts Twins.co.uk may offer a free gift from time to time with purchases over a certain amount. Where the promotion is for orders over £60, this should be construed as meaning that orders of the value £60.00 and over will qualify for a free gift. Orders of £59.99 or under will not be eligible for a promotional gift. Promotions on the website www.twins.co.uk are entirely at the discretion of Twins.co.uuk, and may be withdrawn or denied for any reason. Twins.co.uk may refuse to offer or send a free gift at their discretion where they feel that the promotion is being abused or the good faith of Twins.co.uk is otherwise being manipulated or abused. Where a purchase of £60.00 or over has been made, and a free gift issued/sent, and subsequently the order is cancelled or returned, either in its entirety or partially, where the value of the non-returned or non-refunded item drops below £60.00, you must return the free gift in order to receive a full refund. Twins.co.uk reserves the right to deduct the value of the free gift (its selling price on www.twins.co.uk at the time of purchasing the goods entitling you to the free gift) from the refundable amount. Free gifts are only available while stocks last. Twins.co.uk may choose at their discretion to send out a similar free gift to that advertised. This choice remains at the discretion of Twins.co.uk at all times, but Twins.co.uk will send out the advertised free gift whenever this is available. Contact From 3rd Parties Please view our Privacy Policy for more details. Overseas Delivery (Europe and Worldwide)Selected Twins.co.uk products are available for overseas delivery. Please note that the normal delivery time for orders placed online is 2 to 5 working days normally by UPS courier. Payment from Overseas Please note that your card payment will be processed in GBP Sterling and your receipt will show GBP Sterling prices. If your card is held in a different currency, your card issuer will charge you the currency exchange rate applicable that day. The exact exchange rate at the time of ordering should be displayed on your bank statement. Refunds to Overseas Cards Please note that any refund will be made in GBP Sterling (our trading currency) and your card issuer will refund you using the Exchange Rate that is in use for that day and this could be different to the original rate that you were charged when making your payment. Your card issuer may also levy a currency conversion charge and/or a transaction fee, and this may not be reversed in the event of any refund or order cancellation. This means that your refund could be slightly more or less than you have originally paid and we cannot and will not be held responsible nor accountable for this difference. All pricing displayed on the site is in UK Pounds Sterling (£) and is inclusive of Value Added Tax (VAT) at the current rate. Prices exclusive of VAT are displayed in brackets beneath the VAT inclusive price for ease of use and calculation. All payments taken when processing your payment will be in UK Pounds Sterling (£). It is likely that your card issuer will automatically calculate the exchange rate for the transaction and may charge you extra fees when processing an overseas transaction. Please note that UK Pounds Sterling (£) is a different currency to the Euro (€) and to the US Dollar ($). The UK Pounds Sterling (£) has a different exchange rate to the Euro (€) and the US Dollar ($). Discounts And Special OffersWhere you have purchased an item or items under a special offer (eg Save 10% when you purchase 2 or more of this product), the discount will be applied to the basket at the checkout procedure, and will be applicable where you purchase and keep the products that enable you to qualify for the discount. If you return a product to us for a refund that was part of the discount or special offer, but retain other qualifying products, we will refund the amount of the item that you have returned minus the amount that you saved by qualifying for the discount on the product. For clarity, here is a worked example. If you purchase two items for £30 each, qualifying you for a discount of 10% when you order two or more of these products, a £6 discount will be applied at the checkout (total order value of £60, 10% of which is a £6 saving). You will therefore pay £54. If you were to return one of those items for a refund, we will refund you £24 as you will now no longer qualify for the discount as you have returned one of the products for a refund. In effect, you have purchased and retained only one product, of which the normal buy price is £30. We will refund £24 to you (£54 initial purchase price minus the £30 cost of purchasing a single product, that you have retained). You will therefore be refunded the amount that corresponds with only purchasing one product and therefore not qualifying for the discount. Where products are returned for a refund, or for an exchange to a non-qualifying product, you will no longer be eligible for the discount or special offer and we will only refund or exchange to the value that puts you back into the position that you would have been in had you not initially purchased the number of qualifying products, or type of qualifying products, to obtain a discount or offer. Where a free gift is provided when purchasing a qualifying product, or qualifying products (where a multiple purchase is required to qualify for the free gift), and that product or those products are returned for a refund or exchanged to a non-qualifying product, the free gift must be returned along with the qualifying product(s) and cannot be retained as the free gift is provided pursuant to and reliant upon you purchasing the qualifying product(s) and retaining the aforementioned qualifying product(s). Where you do not return the free gift, we reserve the right to charge you or withhold from the refund of the returned item the price of the item that constitutes the free gift. Where the free gift is priced on our website, we will deduct or charge the price of the item as appearing on our website. Where no price is quoted on our website for the item constituting the free gift, we will use the recommended retail price (RRP) of the product. Negotiation Towards A SaleFor the purposes of using our site, when you place a product or service in your basket and begin the checkout process by filling in your email address, this is considered to be a negotiation towards a sale, and you are permitting Twins.co.uk to collect this information and use this email address to send you a reminder email about your abandoned purchase if you do not complete the transaction, and marketing emails about our products and services. All emails can be unsubscribed from by using the unsubscribe links on the emails that you receive, and/or unsubscribing by logging into your account and opting out of future communications from Twins.co.uk. Alternatively you can email us at news@twins.co.uk with the subject line "Unsubscribe". We consider email addresses collected at this stage to be input by the owner of the email address. We take this information bona fide in good faith. If you are not the owner of the email address that you have entered, please do not input the email address into the email address field. Business To Business TransactionsThis is an exclusion clause: Twins.co.uk limits its liability in business to business transactions wholly and entirely as the law permits, including the limitation of liability for loss of profits and for any indirect or consequential losses that may be incurred by the purchaser other than Twins.co.uk. Twins.co.uk limits its liability in terms of loss of profit, loss of revenue, repair costs, maintenance costs, removal costs, collection costs, installation costs, works costs, labour, transportation, freight, postage, collection, delivery and any other costs whether directly or indirectly incurred by the wronged party. Business To Business Restocking FeesWhere an order has been placed by a business and that business or representative thereof wishes to return a product within the Twins.co.uk returns policy, Twins.co.uk reserves a right in its absolute discretion to charge a 20% restocking fee for the returned product. The same exceptions of non returnable products remain the same. For example, where a product is non returnable on hygiene grounds, this product will remain non returnable. Pro-Forma InvoicesIn the event that a pro-forma invoice is required, Twins.co.uk reserves the right, in the absence of full details from the customer, to raise a pro-forma invoice on the assumption of a standard mainland UK delivery address only, and may levy a delivery charge if it later transpires that delivery is to a non UK delivery address, highland, island, in any other way overseas, non UK mainland or restricted with special delivery requirement. Forwarding Your Details On To Third Parties In Exceptional CircumstancesTwins.co.uk may, in exceptional circumstances, forward customer contact details including name, email address, telephone number and postal address to third parties to ensure the safety of our customers. These circumstances include, but are not limited to, the actioning of a product recall. For full details of our how we manage your data, please view our Privacy Policy. Age Verification and Identity VerificationYou consent that the information you provide to us via the website or otherwise may be disclosed to a credit reference agency for the purpose of verifying identity and that the credit reference agency may keep a record of that information. This measure is necessary in order to ensure that we do not send age restricted items to persons under the age of 18, and may be used as part of our ongoing commitment to maintain a high level of security and fraud prevention. In particular:
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