Refund policy

Returns and Exchanges

At Twisted Eye, we craft each piece of furniture just for you. While we hope you love your new addition, we understand that sometimes things don't quite work out. Here's what you need to know about our returns and exchanges process.

Your Legal Rights

Right to Cancel
Under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, no questions asked.

Made-to-Order Items
Since each piece is made specifically for you, if you decide to cancel, please contact us as soon as possible.

How to Cancel

To cancel your order, just send us an email at twisted@twistedeye.co.uk. or call us on 0800 915 3635 

Refund Process

Once we receive your cancellation, we'll process your refund within 14 days, returning the amount to your original payment method.

Exchanges or Returns for Made-to-order Furniture

We totally get it, sometimes, even with all the care we put into crafting your piece, it might not be exactly what you had in mind. While we don’t expect you to want to return your furniture (we hope it’s perfect for you!), if it’s not quite right, don’t worry — we’re here to help!

Just get in touch with us, and we’ll do our best to sort things out. Whether it's an exchange or something else, we want to make sure you’re happy with your new piece.

Email us at twisted@twistedeye.co.uk, and we’ll take it from there. We’re all about making this as smooth and easy as possible for you!

If you're not 100% happy you can return your items within 14 days, no questions asked. Simply give us a call. Just a heads-up, a £49 collection fee will be charged.

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Damage Upon Delivery

As we personally deliver each piece, we take extra care in checking your furniture before it arrives and as it travels. We’ll also take photos of the item in situ to ensure it is in perfect condition when we leave it with you.

  • Report within 48 hours
    If your furniture arrives damaged, please contact us within 48 hours (with photos, if possible) so we can assess the issue and arrange a repair or replacement at no additional cost.

  • No cost for repairs
    Any necessary repairs or replacements due to damage in transit will be handled at no extra cost to you.

Incorrect Measurements

To avoid any issues, we strongly recommend double-checking your measurements before placing your order. Unfortunately, we are unable to accept returns if an item does not fit due to incorrect measurements or access problems. Please ensure your space is prepared for the arrival of your new piece.

At Twisted Eye, we’re all about giving you the best experience possible. If you have any questions or need help with a return or exchange, just reach out, we’re happy to assist!

Got a question?
Drop us an email at twisted@twistedeye.co.uk or give us a call on 0800 915 3635. We’re here to help!