Shipping & Refunds
Shipping Policy
Our current shipping method is Royal Mail Second Class. For this we charge £3.95 for all parcel sizes and weights within the UK.
Please allow up to 7 working days for dispatch of your order, unless your chosen rope is out of stock, in which case you will be contacted directly.
Refund Policy
We have a 14-day return policy, this means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with its original packaging.
To start a return, you can contact us at twicebrewedtwines@gmail.com.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Twicebrewed Twines do not accept liability for any orders lost during shipping. Specific delivery instructions are at your own risk, proof of postage will be required.
Refunds
We will notify you once we have received and inspected your returned item, and advise if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process this payment.
Handmade Items
We do not accept refunds or exchanges on incorrectly sized training collars. The size is provided by our customers and then made to your size (allowing slight differences through the nature of handmade products).
Here at Twicebrewed Twines we will only accept a return and refund of a customised product if it is faulty or damaged upon arrival. We do not accept returns on a product which has been damaged through incorrect cleaning and/or misuse.
Twicebrewed Twines does not accept any responsibility for any damage or injury caused by misuse including but not limited to excessive pulling or incorrect cleaning.
We will always check the product is intact and in working order before use to ensure safety.
Damages or issues
Please inspect your order upon receipt and contact us immediately with images and a report of the issue if the item is defective, damaged or if you receive the wrong item, so that we can assess the issue and possibly correct it for you.
Please note that each claim will be looked at separately, however we endeavour to refund or replace items within 14 days of your initial complaint.
