Thank you for choosing Twily. This Refund Policy explains your cancellation rights and how refunds work for the digital eBooks sold on twily.store by Twily LTD. It does not affect your statutory rights as a consumer.
1. Our products are digital
Twily eBooks are digital PDF files. Nothing is posted to you. After your payment is confirmed, your eBook is available to download straight away from the order confirmation page and from the link in your order confirmation email.
2. Your right to cancel
Under the UK Consumer Contracts Regulations 2013, you normally have 14 days to cancel an online purchase. For digital content, this right ends once the download or streaming has started, if you agreed to get immediate access and acknowledged that you would lose your right to cancel.
At checkout, we ask you to tick a box to confirm both of these things before you place your order. We also include this confirmation with your order details. This means:
- Before you download your eBook, you can cancel your order within 14 days of purchase and receive a full refund.
- Once you have started downloading your eBook, you can no longer cancel the order simply because you have changed your mind.
Because you can read the full description, contents and page count of every eBook before you buy, please check that it is right for you before placing your order.
3. When we will always help
Even after you have downloaded your eBook, you are entitled to a remedy if something is wrong. Please contact us if:
- Your file is faulty: it will not open, is corrupted or incomplete. We will send you a working file. If we cannot fix the problem within a reasonable time, we will give you a refund.
- The eBook is not as described: it is significantly different from its description on our website. We will offer a replacement or a refund.
- You cannot access your download: send us your order number and we will restore your access.
- You were charged twice: we will refund any duplicate payment for the same order.
- You bought the wrong eBook: if you contact us before downloading it, we can cancel the order and refund you, or switch it for the eBook you meant to buy.
4. How to request a refund
Contact us using the details below. Please include your order number, the email address used for the order and a short description of the issue. We aim to reply within 2 working days.
- Email: contact@twily.store
- Phone: +44 7883 412700
- Online: our Contact page
5. How refunds are paid
Approved refunds are made to your original payment method within 14 days of us agreeing to the refund. Your bank or payment provider may take a few extra working days to show it in your account. When an order is refunded, the download links for that order stop working.
6. Bundles
The Complete Wellness Collection is sold as a single product. The same rules apply: you can cancel it within 14 days if you have not started downloading any of its eBooks. If one of the eBooks in the bundle is faulty, we will replace that file or, if we cannot, give a fair partial or full refund.
7. Your statutory rights
Nothing in this policy affects your legal rights under the Consumer Rights Act 2015, including your right to digital content that is of satisfactory quality, fit for purpose and as described. For independent advice about your consumer rights, you can contact Citizens Advice.