Refund & Returns Policy
The short version: 14 days to change your mind on goods, no restocking fee, an Irish returns address, and faults handled under the Consumer Rights Act 2022. This is the page the Terms link to — it is not a template.
Who you are dealing with
Brownsolve Limited, trading as Tech-Know by TWYN, Apartment 14B, Castlegrange, Ballycummin Road, Raheen, Limerick, V94 DR94, Ireland. Company No. 828404. Email support@twyn.shop. We are the seller of record and the EU economic operator for everything sold here.
Physical goods — 14-day right to change your mind
You have 14 days from the day you receive the goods to tell us you want to send them back, and a further 14 days to return them. No reason needed, no restocking fee. Email support@twyn.shop with your order number and we will send the returns address and instructions.
- The goods must come back unused, undamaged and in their original packaging, with any seals intact.
- Return postage for a change-of-mind return is yours. Keep the tracking number — if a parcel goes missing on the way back we need it.
- We refund the price of the goods plus the standard outward delivery charge within 14 days of receiving the return, to the original payment method.
- If returning from outside the EU, mark the parcel “returned goods” so it is not charged duty again.
Digital goods — kits, stacks and downloads
Digital products are supplied immediately. When you tick the box at checkout asking to start straight away, you acknowledge that the 14-day right to change your mind ends once the download link is issued (Consumer Rights Act 2022, s.13). If you have not downloaded it, tell us within 14 days and we will refund.
Digital goods are never “not as described” because of a device that does not meet the stated requirements — every kit page lists what it needs. If it will not run on a machine that does meet them, that is a fault and we fix it or refund it.
Services — builds, installs, audits, setups
Services are booked, not shipped. The 14-day change-of-mind right applies if you cancel before work starts. Once work has started, you may cancel at any time and pay only for the work completed to that point. Fixed-price work is quoted in writing first; nothing starts before you confirm the quote.
Where a service carries a “if a fix doesn’t fix, you don’t pay” promise, that promise is on the product page in writing and is honoured in full.
Faulty goods — your statutory rights
Separate from the 14-day right: goods must be as described, of satisfactory quality and fit for purpose. If something is faulty, tell us and choose repair, replacement, or a refund. Within 30 days of delivery you may reject the goods for a full refund. Faults appearing after 30 days are handled under the Consumer Rights Act 2022. Faulty returns postage is ours.
What we do not accept back
- Digital downloads already redeemed, except where faulty.
- Goods damaged by use after delivery, or returned without the information needed to identify the order.
- Services already fully delivered, except under the fix-doesn’t-fix promise or because they were faulty.
Recalls
If a product you bought here appears on an EU safety recall list, we contact you directly by email with what to do. Register the sale with us and we have the address to reach you.
If we get it wrong
Email support@twyn.shop. We answer within one working day. If we cannot resolve it, you can use the EU Online Dispute Resolution platform or the Irish courts. Nothing here limits your statutory rights.
Last updated: 22 October 2026.