Returns, cancellations and refunds

Last updated: 30 October 2026

Launch review required: Some statutory business, production or privacy-retention details have not yet been confirmed. Public checkout is disabled.

Change-of-mind cancellations

For most standard, non-personalised goods ordered online, UK consumers can tell us they wish to cancel within 14 days after receiving the goods, and then have a further 14 days to return them. Notify us by emailing hello@twigtech.uk or using the model cancellation form below.

For valid change-of-mind cancellations, refunds include the original basic/least-expensive standard delivery charge (not any premium upgrade). Refunds are made within the statutory timeframe, generally within 14 days of receiving the goods back or receiving evidence that you sent them. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to inspect the item. You are normally responsible for return postage for change-of-mind returns if told of that cost before purchase.

Personalised and made-to-specification items

Goods made to your own specifications or clearly personalised (for example, an item custom-made with your chosen name) can be exempt from the usual 14-day change-of-mind cancellation right. Merely being 3D printed, printed after an order, or selecting a standard stocked colour does not necessarily make a product exempt. Any applicable exemption will be identified before checkout.

Faulty or incorrectly described goods

These exclusions never remove your statutory rights. If an item is faulty, not as described or does not meet applicable consumer protections, contact us with the order number and details. You may be entitled to a repair, replacement or refund under UK consumer law. We cover reasonable return costs for faulty or incorrectly supplied goods where legally required.

Model cancellation form

To: TwigTech Ltd, hello@twigtech.uk

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

Email this text to us; you do not have to use this particular form.

Seller: TwigTech Ltd
Registered office: To be confirmed before live checkout
Contact: hello@twigtech.uk