Refund & Returns Policy
Twinsovens | Eskişehir, Türkiye
At Twinsovens, we take pride in producing quality stainless steel pizza oven accessories and handcrafted metal garden decor. Every order is prepared and carefully packaged with customer satisfaction in mind.
1. Returns and Cancellations
Due to the high cost of international return shipping, we generally do not offer voluntary returns or exchanges for change-of-mind purchases where no statutory cancellation right applies.
This policy does not limit any mandatory consumer rights under applicable law.
European Union and United Kingdom Customers
Eligible consumers have a statutory right to cancel most online purchases within 14 days of receiving their goods, without giving a reason.
To exercise this right, please contact us at info@twinsovens.com before the cancellation period expires.
Customers must return eligible goods within the applicable legal period after notifying us of cancellation. Unless otherwise required by law or agreed by Twinsovens, return shipping costs are the customer’s responsibility.
Where required by law, refunds include the original standard delivery charge. Additional costs for a more expensive delivery option are not refundable.
2. Custom-Made and Personalized Products
We manufacture certain products to customer-specified dimensions or personalized designs.
Where permitted by applicable law, products made specifically to an individual customer’s specifications or clearly personalized may be excluded from change-of-mind cancellation rights.
Choosing a standard size, model, or finish does not automatically make a product exempt.
This exclusion does not affect customers’ rights if a product is defective, damaged, or not as described.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, contains an incorrect product, or has a manufacturing defect, please contact us as soon as possible.
Email: info@twinsovens.com
Please include:
- Your order number
- A brief description of the problem
- Clear photographs of the product and, where relevant, its packaging
We will review the issue and arrange an appropriate solution.
Depending on the circumstances and applicable consumer law, solutions may include repair, replacement, remanufacture, a price reduction, or a refund.
Where Twinsovens is responsible for a manufacturing defect or incorrect item, we will arrange a suitable remedy without improperly charging the customer for resolving the issue.
Your statutory rights remain unaffected.
4. Return Instructions
Please contact us before shipping any product back.
If a return is necessary, we will provide instructions and the appropriate return address.
Do not send returns to an address without first confirming the return arrangements with Twinsovens.
For eligible change-of-mind returns, customers are responsible for return shipping costs where permitted by law and where these costs have been disclosed.
5. Refund Processing
Approved refunds will be issued to the original payment method unless another method is agreed upon and permitted by law.
Refunds will be processed within the deadlines required by applicable consumer protection laws. Where legally permitted, we may wait until returned goods are received or evidence of return shipment is provided.
The time required for the refund to appear in your account may vary depending on your payment provider.
6. International Orders
International orders may involve customs procedures, import duties, and taxes.
Any responsibility for return shipping, customs charges, or import-related costs will be determined according to the reason for the return, the terms disclosed at purchase, and applicable law.
Please contact us before arranging an international return so we can help identify the appropriate procedure.
7. Contact Us
For questions about returns, replacements, damaged products, or refunds, please contact:
Twinsovens
Eskişehir, Türkiye
Email: info@twinsovens.com
Website: https://twinsovens.com
We are committed to reviewing customer concerns fairly and finding appropriate solutions.
Nothing in this policy excludes or limits consumer rights that cannot legally be waived.
