Refund policy

 

Refund & Exchange Policy – BSB Transactions

At TWENTY, we take pride in the quality of our products and training tools, and we want you to feel confident in every purchase you make. Please read the following carefully if you've purchased.

Exchanges

We understand that sometimes you may need to make a change to your order. While we do not offer refunds on BSB transactions, we are happy to offer an exchange on eligible items under the following conditions:

  • The item must be unused, unopened, and in its original packaging

  • The exchange request must be made within 14 days of the original purchase date

  • Proof of purchase (e.g., order confirmation or invoice) is required

  • Items must be returned at the customer’s expense unless the item is faulty or incorrect

If you need to make an exchange, please contact our team at hello@twentypro.co.uk with your order details and reason for exchange. We’ll get back to you as quickly as possible with next steps.

Refunds

We do not offer refunds for products purchased via BSB transactions, including:

  • Training kits

  • Builder gel systems

  • Lamps, tools, or accessories

  • Sale or promotional items

This policy applies due to the business-to-business nature of the transaction, where different consumer rights apply compared to retail purchases.

Faulty or Damaged Items

If you believe you’ve received a faulty or damaged product, please contact us within 7 days of delivery with:

  • Your order number

  • A description of the issue

  • Clear photos or videos showing the fault

We will investigate and, if appropriate, offer a replacement or exchange at no extra cost to you. Please note, lamp units that have not been properly maintained with sufficient aftercare by the customer are not eligible for refund.

Curing lamps require proper aftercare to maintain optimal performance and longevity. Avoid cleaning with acidic liquids or acetone, as this can lead to corrosion of the unit. It is essential that LED bulbs are kept free from cured product to ensure effective and consistent curing. Lamps must be transported safely if used in a mobile capacity to avoid damage. Lamps must be plugged into mains outlet to ensure consistent power supply, use of extension leads must comply with BS 1363 UK standards and be surge-protected and of appropriate wattage.

Undelivered or Missing Items

If your order is marked as delivered but you have not received it, please contact our customer service team as soon as possible so we can investigate with the courier.

All delivery enquiries are subject to confirmation from our shipping partners. If proof of delivery is provided by the carrier (including but not limited to GPS confirmation, delivery photos, or signature), we are unable to offer a refund for the items.

In certain circumstances, and at our discretion, replacement items or store credit may be offered. Each case will be reviewed individually and handled on a case-by-case basis.

Returns Address

If your exchange is approved, we will provide the correct return address and guidance. Please do not return any items without first contacting our team, as this may delay your exchange.

We’re here to support your success as a nail professional. If you have any questions about this policy or your purchase, please don’t hesitate to reach out.

Contact Us:
hello@twentypro.co.uk

Thank you for choosing TWENTY.