Return policy

You have the right to cancel your order up to 14 days after the day of receipt without giving any reason. After cancellation, you have another 14 days to return your product. You will then be credited the full order amount including shipping costs. Only the costs for returning the product from your home to the webshop are at your own expense. These costs are approximately 7.25 per package; please check your carrier's website for exact rates. 

If you exercise your right of withdrawal, the product must be returned to the entrepreneur with all delivered accessories and – if reasonably possible – in its original condition and packaging. If the product is damaged or the packaging is more damaged than necessary to sell the product, we may charge you for this depreciation. So please handle the product with care and ensure it is well packaged when returned.

To exercise this right, you can contact us at info@twinkystore.nl. We will then refund the owed order amount within 14 days after your return registration, provided the product has been received back in good condition.

Return costs are the customer's responsibility. Returns may be sent to the address below:

Euregioweg 332, 7532SN, Enschede, Netherlands 

Right of withdrawal

At Twinky, we believe it is important that you are satisfied with your purchase. That is why, as a consumer, you have the option to cancel your order without giving any reason within 14 days after receipt.

• The reflection period starts the day after you or a person designated by you has received the product.

• During the reflection period, we ask you to handle the product and packaging carefully. You may only unpack or use the product to the extent necessary to assess whether you want to keep it.

• If you exercise your right of withdrawal, please return the product, if reasonably possible, in its original condition and packaging, including all accessories, to us. Follow the clear return instructions you receive from us.

How do you exercise your right of withdrawal?

1. Let us know within 14 days of receipt that you want to withdraw from the purchase. This can be done via the model form, or simply by email or another communication method.

2. After registration, you have 14 days to return the product.

3. Always keep your shipping receipt; this can prove that you returned the products on time.

If you have not communicated a withdrawal or returned the product after these periods, the purchase becomes final.

Costs in case of withdrawal

1. Return costs and refunds at Twinky

   • The consumer bears the direct costs of returning the product.

   • Have you already paid an amount? Then we will refund this as soon as possible, no later than within 14 days after your notice of withdrawal. The condition is that we have received the product or that you have provided conclusive proof of the complete return shipment (for example, a shipping receipt).

   • The refund is always made via the same payment method you used for your order, unless you explicitly consent to use a different payment method.

   Depreciation

   • If a product is damaged due to careless use during the cooling-off period, the consumer may be liable for any depreciation.

   • Were you not fully informed by us about your legal right of withdrawal before concluding the purchase agreement? Then you cannot be held liable for depreciation.
     

   • If the product is damaged or the packaging is more damaged than necessary to try the product, we may charge you for this depreciation of the product. So please handle the product with care and make sure it is well packaged when returning.
     

Exclusion of the right of withdrawal at Twinky

In some cases, the right of withdrawal does not apply. This is only possible if Twinky has clearly stated this in the offer, or at the latest before the agreement is concluded.

Products for which the right of withdrawal can be excluded:

• Products specially made for you according to your personal specifications.

• Products that clearly have a personal character.

• Products that by their nature cannot be returned. If the box is no longer suitable for return shipping, it is important that you replace the box. These costs cannot be charged to us.

• Products that spoil or age quickly.

• Products whose price depends on fluctuations in the financial market beyond Twinky's control.

• Loose newspapers and magazines.

• Audio and video recordings or computer software whose seal has been broken.

• Hygienic products whose seal has been broken.

Services for which the right of withdrawal can be excluded:

• Services in the field of accommodation, transport, restaurant business, or leisure activities that take place on a specific date or during a certain period.

• Services for which execution has begun with your explicit consent, before the cooling-off period expires.

• Services related to betting and lotteries.

Right of withdrawal

When delivering products:

1. When purchasing products, the consumer has the option to cancel the agreement without giving reasons within 14 days. This reflection period starts the day after the product is received by the consumer or a representative designated in advance by the consumer and known to the entrepreneur.
2. During the reflection period, the consumer will handle the product and packaging with care. They will only unpack or use the product to the extent necessary to assess whether they wish to keep it. If they exercise their right of withdrawal, they will return the product with all delivered accessories and – if reasonably possible – in the original condition and packaging to the entrepreneur, in accordance with the reasonable and clear instructions provided by the entrepreneur.
3. If the consumer wishes to exercise their right of withdrawal, they must notify the entrepreneur within 14 days after receiving the product. The consumer must do this using the model form or another means of communication such as email. After notifying the entrepreneur of their intention to withdraw, the customer must return the product within 14 days. The consumer must prove that the delivered goods were returned on time, for example by providing proof of shipment.
4. If the customer has not indicated after the periods mentioned in paragraphs 2 and 3 that they wish to exercise their right of withdrawal or has not returned the product to the entrepreneur, the purchase is final.

When delivering services:

1. When delivering services, the consumer has the option to cancel the agreement without giving reasons for at least 14 days, starting from the day the agreement is entered into.
2. To exercise their right of withdrawal, the consumer must follow the reasonable and clear instructions provided by the entrepreneur with the offer and/or at the latest upon delivery.

Costs in case of withdrawal

1. The consumer bears the direct costs of returning the product.
2. If the consumer has paid an amount, the entrepreneur will refund this amount as soon as possible, but no later than 14 days after withdrawal. This is conditional on the product having already been received back by the online retailer or conclusive proof of complete return being provided. The refund will be made using the same payment method used by the consumer unless the consumer explicitly agrees to a different payment method.
3. If the product is damaged due to careless handling by the consumer, the consumer is liable for any depreciation of the product.
4. The consumer cannot be held liable for any depreciation of the product if the entrepreneur has not provided all legally required information about the right of withdrawal; this must be done before the purchase agreement is concluded.

Exclusion of the right of withdrawal

1. The entrepreneur can exclude the consumer’s right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal applies only if the entrepreneur has clearly stated this in the offer, at least in time before the conclusion of the contract.
2. Exclusion of the right of withdrawal is only possible for products:

• that have been made to the entrepreneur’s specifications according to the consumer’s instructions;
• that are clearly personal in nature;
• that by their nature cannot be returned;
• that can spoil or age quickly;
• whose price is tied to fluctuations in the financial market beyond the entrepreneur's control;
• for loose newspapers and magazines;
• for audio and video recordings and computer software where the consumer has broken the seal;
• for hygienic products where the consumer has broken the seal.
• Exclusion of the right of withdrawal is only possible for services:

• concerning accommodation, transport, restaurant services, or leisure activities to be performed on a specific date or during a specific period;
• for which delivery has begun with the explicit consent of the consumer before the reflection period has expired;
• concerning bets and lotteries.

In case of complaints, a consumer should first contact the entrepreneur. If the online store is affiliated with WebwinkelKeur and complaints cannot be resolved through mutual consultation, the consumer should contact WebwinkelKeur (www.webwinkelkeur.nl), which will mediate free of charge. Check whether this online store has an active membership via https://www.webwinkelkeur.nl/leden/. If no solution is reached, the consumer has the option to have their complaint handled by the independent dispute committee appointed by WebwinkelKeur; its decision is binding, and both the entrepreneur and the consumer agree to this binding decision. There are costs associated with submitting a dispute to this committee, which must be paid by the consumer to the relevant committee.