Returns Policy

Returns, Cancellation Rights and Cooling Off Periods (Consumers only)

Changes in a Product may occur after a Consumer places an order but before TWF ships the Product. No changes will be allowed after TWF ships the Product.

Products with customisations, such as added end caps or fittings, CANNOT BE RETURNED. Where a custom order has already entered production, the customer will be charged full price for all products already manufactured as per the customer's unique specifications. These products are personalised and made to order, and therefore CANNOT be taken back into stock. In the case of using our bespoke end cap service, these are thermally bonded and CANNOT BE REMOVED. Where such services are used to customise/personalise your order, your Cooling Off Rights do not apply, and you do not have the right to return your customised order.

If you are a Consumer, ordering non-customised products (as defined above), then you have the right to cancel and return the Products (Cooling Off Rights). That right is for 14 calendar days beginning on the day after the date of delivery or collection by you of the Products. To exercise your right to cancel, you must notify TWF in writing of your wish to cancel and TWF will arrange for collection of the Product(s) or otherwise provide instructions for convenient return. You must return all cancelled Product(s) to TWF in original condition (you will be responsible for any damage) and within 14 calendar days of your cancellation notice, unless TWF provides a later collection date. All costs of return (including those of TWF) will be payable by you. TWF will refund you the price that you paid for the cancelled Products; with the direct costs of TWF in collecting the cancelled Product(s) from you being deducted from such refund amount. The net amount will be paid to you within 14 calendar days of receiving your cancellation notice, however, TWF may withhold payment of your net refund pending receipt of the returned Product (in its original condition). Once the 14 day Cooling Off Period has ended and unless TWF agrees otherwise in writing, you do not have a right to cancel or return your order.