Returns and Refunds

We go the extra mile to ensure customers are satisfied with continued excellent customer service and delivery of quality goods. If you have an issue with any of our products please do not hesitate to contact us at or by phone on 0141 554 2767.

As with all online suppliers purchases from Twines Online are covered by the distance selling regulations, this gives consumer buyers the right to cancel a purchase within 7 days after they receive an item.

This guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within the stated 7 days of the date you received the item.

Our policy is to accept the return of items only if they are faulty, we cannot give you any refund if the item isn't what you expected. We also cannot accept returns of any opened food products as they cannot be re-sold and therefore they will either be rejected or destroyed. All returns are at the buyers cost.

All dispatch dates are estimated and are not guaranteed and do not form a term of this contract. Whilst every endeavour will be made to comply with these dates, the Seller shall have no liability whatsoever for delay in dispatch or delivery or for any loss occasioned thereby.

Late delivery does not entitle Buyer to cancel order.

Any shortages in delivery must be notified in writing to the Seller within three days.

Damage or loss in transit

All goods include insurance cover against loss and damage during transit.

Once the goods have been received and signed for, this insurance cover is no longer effective; responsibility is then passed to the signatory.

Any damage to received goods should be notified in writing within three days of receipt.