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Terms & Conditions

Please read these terms and conditions carefully before using our website. By using our website, or making a purchase via the website, by phone, email, fax or in person, you agree to be bound by these Terms & Conditions including our Disclaimer and Privacy Policy. Your statutory rights are not affected.

Acceptance of Order

The contract in respect of the products supplied by us to you comes into existence when your order has been accepted by us. For the avoidance of doubt, receipt and payment of an order via our website or other means does not constitute acceptance of an order. Our acceptance of an order does not take place until dispatch of the order, at which point a contract is formed.

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Order Information

We have taken great care to set the website on a secure sever, so you can enter your payment details in complete confidence. If, however you would prefer to order over the phone, by fax or email, please call our order line on 01670 458624 Mon - Thu(9.30-2.30pm) or email info@twinsuk.co.uk with the details of the items you would like to order and your contact details. Your order receipt and payment are confirmed by email, we do not include a copy of your order in your delivered package as we operate an environmentally friendly policy and continually strive to reduce waste, and recycle and re-use materials wherever possible.

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Delivery Information

Our delivery partners are Royal Mail and Interlink within the UK and specialist couriers for international deliveries. We cannot deliver to a PO Box address and we reserve the right not to deliver orders if we believe the address is not secure, for example a communal postal address.

If no one is at home when Interlink or Royal Mail attempts delivery they will leave a calling card, which will have the necessary contact information for you to arrange redelivery. If anyone at the delivery address refuses delivery of the goods or you do not respond to the ‘sorry we missed you’ calling card left by the driver, your order will be returned to us and we will contact you to arrange re-delivery. Charges for re-delivery may be incurred.

If you provide us with an incorrect delivery address and your goods are signed for by a person other than the recipient name given on the order, TwinsUK cannot be held responsible for any loss you incur as a result.

Please note in some cases your order may be sent in more than 1 parcel. If you do not receive everything you were expecting in your delivery, please wait a further 5 working days before contacting us as the goods may be in transit. We will notify you should there be any further delay.



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Delivery Costs

The cost of delivery will be added to your order total before your payment card details are taken. Delivery costs are dependent on the weight and destination of your order. Twins UK Limited ship to all countries and the delivery destination must be correctly entered at the checkout. After selecting the correct delivery destination (country) the appropriate delivery charges will be automatically added to your order total.

All prices are quoted in pounds sterling (£) and where appropriate are inclusive of UK sales tax (vat). If your order is sent to a country within the European Union the invoice will include standard vat on the shipping charges only. For all orders sent to countries outside the European Union no sales tax (vat) is applied.

Any customs or import duties levied once the parcel reaches the destination country is the responsibility of the customer. We have no control over these charges, therefore we cannot predict what they will be and would advise you check with your local customs. You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our website. The importation or exportation of certain goods may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.



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Price & Description

The price payable for goods that you order are as set out in our website. The price payable for goods exclude delivery charges. Delivery charges are shown separately when ordering your goods. Prices are subject to change without notice. Prices are inclusive of UK Vat where applicable but exclusive of any import or export duties.

We have made all reasonable efforts to accurately display the sizes, colours, shapes and patterns of the goods for sale on our website. Accessories supplied to co-ordinate with main products may differ in shade, this is normally caused by the manufacturing process and is not a fault. Representations of colour are approximate due to the limitations of photographic and calibrations of different output devices. You acknowledge and accept however that these may vary.

Wood is a natural product and therefore will carry minor imperfections and characteristics such as grain, colour variation and knots. These characteristics are not classed as a manufacturing fault.



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Sale & Discounted Products

We regret that no refunds or exchanges are given on any sale items or discounted products. If your order has not been dispatched, then you may cancel your order but we would advise you call the head office to confirm if your order has been dispatched as they are normally sent within 48 hours. This does not affect your statutory rights.

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Out of stock

With a few items we may experience longer delivery times if stock deliveries are delayed into our warehouse. In these cases we will contact you with the expected date of delivery. If you would like to purchase an item on back order, please purchase as normal and payment will be taken on order.

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Pre-Ordering goods

You may also pre-order products that are due in stock although we cannot guarantee the availability until notified by our suppliers. An expected delivery date will be given on our website and we will inform you should any circumstances change. Payment for pre-orders is taken on order.

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Direct despatch items

Most items are dispatched from our warehouse. However some larger items may be delivered direct to you from one of our suppliers/distributors. Payment for the goods will be taken once ordered, and not when it leaves the supplier/distributor. If you have not received your goods within 14 working days, please notify us immediately so we can take prompt action.

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Made to Order Items

Any made to order items are subject to availability. Availability is usually advised when placing an order but if this is not possible we will advise of any delay as soon as possible. Any item that is made to order cannot be cancelled once the order has been placed. This is due to the product’s bespoke nature. Products made to order can only be returned if faulty. For the avoidance of doubt a ‘made to order’ product is anything that is specifically purchased or manufactured for a customer. This includes Limited Edition products and custom-built products for any item adapted to customer requirements.

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Returns

You have 7 working days from the day after you receive your order, to examine the goods. You must notify us in writing before the end of this period. If you wish to return an unwanted item, then contact us via email info@twinsuk.co.uk. Any returned goods that do not comply with this procedure will not be refunded. We cannot accept any returns or refunds outside the 7 day policy unless the product is faulty or has been damaged in transit.

We strongly recommend original packaging is kept. Once we receive the returned item(s) in the original packaging they will be quality control checked that they are suitable for resale and the amount will be credited to the original credit/debit card used. If in the event that the item(s) returned are not suitable for resale, charges may apply

Return costs are at your expense, and we would advise that you obtain a ‘proof of postage’ receipt from your Post Office when returning goods as we cannot be held responsible for any parcels lost in transit.

A collection charge will apply for larger items if delivery is refused or collection is requested by the customer. Collection charges are £20.00 per box/package and the goods must be returned in the original manufacturers packaging where appropriate.

No refunds or exchanges can be given on items made to order, unless there is a manufacturing defect. Any item returned as faulty, must undergo an inspection of the goods and if deemed to be a manufacturing fault, will be refunded in full.

For hygiene reasons cushions and mattresses cannot be returned if unwrapped. Self assembly furniture cannot be returned if assembly is part or fully completed. We strongly advise prior to assembly, that you inspect the goods and check if any parts are missing or faulty and contact us immediately.

Where a product has a security or hygiene seal, a refund or exchange will not be given if the seal is broken. Your legal rights are not affected.

Gift vouchers cannot be returned or exchanged for cash.

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Faulty/Damaged Goods

In the unlikely event there is a manufacturing fault with your product you must notify us as soon as possible, within 6 months from the date of your order, so we can take prompt action to rectify the situation. All purchases made through our website or from our showroom must be returned to our Head Office address;

TwinsUK Limited
84 Middleton Street
Blyth
Northumberland
NE24 2LU


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Your right to cancel

You have the right to cancel the order up to the point at which the goods are dispatched by us. Should you cancel your order before dispatch we will refund the full amount to the original credit/debit card within 21 days.

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External Links

We may provide or third parties may provide links or other website or resources. These are provided purely as a matter of convenience and we do not endorse the contacts of those websites. We are not responsible for the availability of these websites, nor will we be liable in any way for any loss or damage which you may suffer by using those websites. If you decide to access linked third party websites you do so at your own risk.

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Copyright & Trademarks

All site design, text and graphics are the copyright of TwinsUK Limited. All rights reserved.

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Our Guarantee

We are confident that you will always be happy with your purchases and hope you enjoy using our website. However, should you have any questions or need any advice, please email us at info@twinsuk.co.uk or call us on 01670 458624 Mon - Thu(9.30-2.30pm) where our specialist staff are always on hand to help! This guarantee is in addition to and does not affect your statutory rights. Please note the following terms and conditions;

• The guarantee is available to the original purchaser only.
• This guarantee is non transferable.
• The guarantee applies to the product only and does not cover any consequential losses , i.e. time or other products.
• The guarantee applies to material and manufacturing defects only under normal domestic use in the United Kingdom and Republic of Ireland.
• The guarantee does not cover faults caused by factors outside the manufacturers control, including failure to follow the user guide and maintenance instructions, normal wear and tear, inappropriate use such as a double buggy being used for three children or the use of any make of toddler board, accidental wilful and or misuse of the product, inappropriate storage methods and or inappropriate cleaning, modification, alteration, transformation of the product.
• The guarantee does not cover parts subject to normal wear and tear, foam handles, rubber elements of wheels, pneumatic tyres, signs of fabric wear.
• The guarantee does not cover pushchair accessories including bottle bags, cosy toes, footmuffs, pushchair liners, changing bags, rain covers, canopies, mosquito nets, parasols, head huggers and neck supports.
• Moving parts should be maintained on a regular basis and a lubricant such as silicone spray should be applied to keep necessary parts running smoothly.
• Fabric accessories may fade at different rates especially when not being used together.
• If a claim is made under this guarantee and the defect is not due to faulty materials or manufacture then TwinsUK Limited reserves the right to charge the customer for any costs incurred to cover the engineers time and courier costs or replacement parts supplied.
• If the product is found to be defective within the definition details above, TwinsUK Limited shall, at its discretion, arrange for repair of the product or provide new goods to repair the fault.

MANUFACTURERS GUARANTEE WILL VARY

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