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Returns

Scent Guarantee – U.K. customers only

We are so confident you’ll love our scents, if you are not completely delighted with your chosen scent, we will pay the return postage.  Simply send it back unused, for a full refund within 30 days of receiving.  SEE HERE for further details, valid only in mainland England, Wales and Scotland.

Term and conditions

  • Check the scent before use to ensure you’re happy with it.
  • Product must be unused and in original packaging to qualify for a refund.
  • Product must be undamaged.  If any part of your order arrives damaged, you must inform Twoodle Co with in 72 hours of receipt.  See below for more information.
  • You must contact Twoodle Co with in 30 days on receipt should you wish to return any item under the Scent Guarantee.
  • The Scent Guarantee is only available to England, Wales and Scotland.  Returns from all other countries are responsible for return costs, should they wish to return any products under the EU long distance trading laws.  See Delivery Information for more details. 
  • Christmas Tree Decorations are not included in the Scent Guarantee. 

Distance Selling Regulations

Under the EU’s Distance Selling Regulations, items purchased by customers located in the European Union are entitled to a 14 day cooling off period i.e. the right to cancel the contract of purchase. Notification of the cancellation must be received in writing within 14 working days; starting from the day after the goods are received to info@twoodleco.co.uk.  These regulations dictate that we will refund the cost of the item(s) ordered and, in addition to this, the original delivery charge.  You are responsible for return delivery costs and highly recommend a tracked service.  The Twoodle Co Scent Guarantee over-rides this for U.K. customers.

Returns should be wrapped securely using the same packaging they were received in, or in appropriate packaging to ensure the goods are received back in their original condition.  The order reference should be clearly displayed on the exterior label.  Twoodle Co reserves the right to refuse a refund/exchange for damages caused by insufficient packaging.

Delivery Damages/Errors

Every precaution is made to make sure your item arrives to you in perfect condition.  Sometimes things can happen during transit out of our control but rest assured we are here to help should there be any problems or should any human errors occur (E.G. wrong product sent).
Take pictures of the damage (or resulting damage) or error and email them to: info@twoodleco.co.uk and we will be in touch with in 48 hours.  If you have any concerns, please call customer services on +44 (0)2079319662.
Please note that all damages must be reported within 72 hours (3 days) of receipt.

An alternative product may be offered in cases where a product is no longer available or out of stock.  In more severe cases, Twoodle Co may need to collect the damaged products from you in order to carry out a quality review investigation.  You will be notified directly.  Refund on damages cannot be issued witho out clear, photographic evidence. 

All returns should be sent to:

Twoodle Co Ltd, 7 Queen Mary’s Buildings, Stillington Street, Westminster, London, SW1P 1EF

Refund Processing

Refunds will be applied against the original payment method within 2 working days from the date the return is received.  Refunds may take 5-7 working days to show against an account, depending on your bank.  Please note that a return under the scent guarantee will only be accepted if the product is unused,.  In the event the product is returned used and we have not been informed that it has been used, it will be returned to you and a refund will not be issued.  This has never happened before and will be avoided as long as an open line of communication is maintained.  We reserve the right to refuse a refund/exchange for damages caused by insufficient packaging.

Updated: 16th October 2018

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