Refund policy

🔄 Returns & Refunds Policy
We want you, your child, or your students to love using our visual support and accessibility tools. Because our items are custom 3D-printed to order, please review our policy regarding returns, exchanges, and refunds below.
❌ 1. Custom and Made-to-Order Items (Exempt from Returns)
Under UK consumer law, items made to your specific requirements are exempt from standard return policies.
  • What cannot be returned: Custom-made symbol tags, bespoke accessibility stroller tags, or items printed with specific names, custom phrases, or unique color requests.
  • We cannot accept returns or offer refunds on these items for "change of mind" because they cannot be resold.
2. Standard Items (14-Day Return Window)
For non-customized, standard items (such as our standard pre-packed DualTime Transition Tags or standard core Visual Communication Tags kits):
  • You have 14 days from the date you receive your order to request a return.
  • To be eligible for a return, your items must be unused, in the same pristine condition that you received them, and in their original packaging.
  • Return Shipping: Unless the item arrived damaged or faulty, buyers are responsible for return postage costs. We highly recommend using a tracked postal service (such as Royal Mail Tracked 48), as we cannot issue a refund if the return package is lost in transit.
⚠️ 3. Faulty, Broken, or Incorrect Items
We take great pride in the quality and durability of our 3D prints, but we understand that mistakes or transit damage can happen.
  • If your tag arrives broken, misprinted, or with the wrong layout, please contact us within 48 hours of delivery at TwinSENity@outlook.com.
  • Please include your order number and a clear photograph of the issue.
  • Our Fix: We will immediately reprint and dispatch a replacement to you free of charge, or issue a full refund if a replacement is not possible. You will not be asked to pay for shipping on replacement items.
💰 4. The Refund Process
Once your eligible return is received and inspected by our studio:
  • We will send you an email to notify you that we have received your returned item and whether your refund is approved.
  • If approved, your refund will be processed automatically back to your original payment method (e.g., credit card, debit card, or PayPal).
  • Please allow 3 to 5 business days for the funds to appear in your account, depending on your bank's processing times.