Refund policy

We have a 30-day return policy, which means you have 30 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, unused,  and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@twracrylic.co.uk. Please note that returns will need to be sent to the following address: Langfaulds Farmhouse, Saline, Dunfermline, Fife, KY12 9UB. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@twracrylic.co.uk. 

Damages and issues

We take great care to package our acrylic products securely. However, if your order arrives damaged or faulty, we’re here to help.

Please contact us if:

  • Your item arrives damaged
  • Your item is faulty or incorrect
  • There is visible damage to the packaging on arrival

📧 Contact us within 48 hours of delivery with:

  • Your order number

Clear photos of:

  • The damaged item
  • The packaging (including outer box)

Once assessed, we will offer:

  • A replacement, or
  • A refund, where appropriate

Where a return is approved:

  • We will advise whether the item should be returned
  • Return shipping costs may apply unless the item is faulty or damaged

Returned items must be:

  • Unused
  • In original condition
  • Securely packaged

We are not responsible for damage caused by insufficient return packaging.

Certain types of items cannot be returned, such as custom orders (such as special cut sizes, personalized items). 

We do not accept returns or exchanges for change of mind, incorrect sizing selected by the customer, or ordering errors. Unfortunately, we cannot accept returns on sale items or gift cards.

This does not affect your statutory rights.

Custom & personalised items

Custom, personalised, or made-to-order acrylic items cannot be returned or refunded, unless they are faulty or damaged in transit.

This includes (but is not limited to):

  • Custom text or names
  • Bespoke sizes or shapes
  • Design approvals confirmed by the customer

Incorrect Address or failed deliveries

Please ensure your delivery address is correct at checkout.

If an order is returned to us due to:

  • An incorrect or incomplete address
  • Failure to accept delivery

We may:

  • Charge for re-delivery, or
  • Deduct original shipping costs from any refund issued

Return Shipping

Where a return is approved:

  • We will advise whether the item should be returned
  • Return shipping costs may apply unless the item is faulty or damaged

Returned items must be:

  • Unused
  • In original condition
  • Securely packaged

We are not responsible for damage caused by insufficient return packaging.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@twracrylic.co.uk.