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Terms & Conditions

The website Terms and Conditions relate to the users (you). The information is important and it affects your legal rights and liabilities, so please read it carefully. You should not use the website if you disagree with these Terms and Conditions.

Our Agreement

For reasons of hygiene, you may return items only if unopened and unused. They must be suitable for resale, with packaging, seals and cellophane undisturbed. You must send back items within 21 days of dispatch.

To return items, please fill in the returns part on the invoice and send to the address below. If you can’t find the invoice, an explanatory note that quotes your order number will be fine.

These Terms and Conditions (the "Terms") relate to using the website (the "Website") or buying products for sale on the Website. When we refer to ‘we’/’us’/’our’ in these Terms, we are referring to TWILO LIMITED (trading as Twilo Hairdressing @ References to ‘you’/’your’ refer to website users.

When accessing the Website or placing orders, you agree to be bound by these Terms. Please retain a copy of these Terms for future reference. They are available only in English.

Changes to Terms

It is our right to modify these Terms at any time, be this for regulatory, legal or security reasons. We will note any changes on the Website and notify major changes by email, but it is your responsibility to check for changes. If there are changes with which you disagree, simply stop using the Website. Please email us with questions, concerns or comments at

Information About Us

We are TWILO LIMITED (trading as Twilo Hairdressing @, a registered UK business. Our registration number is 4124224 and our registered address is:

6 Seamoor Road, Westbourne, Bournemouth, Dorset BH4 9AN, United Kingdom.

Please email us with questions, concerns or comments at

TWILO LIMITED is also a registered data controller. Our registration number with the Information Commissioners’ Office is Z7980402. For any questions about how we use your personal data, please get in touch at

The Ordering Process and Order Confirmation

When you order using our online purchase order form, this is an offer made to us to buy products you choose from the Website. Orders are all subject to availability and acceptance by us. It is our right not to accept any order. You will receive an email acknowledgment of your order and all correspondence will go to the email address supplied upon registration. That does not mean we accept your order. The purchase contract is formed once you receive dispatch confirmation by email.

You may choose items from our range and they will be added to the "Basket" when you click the "Buy Now" button. In the Basket, clicking on the "Checkout" button constitutes an offer to buy the chosen goods. Once we have accepted this offer through an Acceptance Email, the order becomes a binding contract of sale between you and us.

You can see and change your order details at any time before placing your order. Click on "View basket and checkout".

You will automatically receive an email that confirms receipt of your order (the "Confirmation Email"). This summarises your order. We suggest you print this and keep it for your own records. Sending the Confirmation Email does not mean we accept your order – it simply acknowledges that we have received it. Please check your Confirmation Email to ensure your order is 100% correct. If not, or if you have not received a Confirmation Email, please get in touch straight away at

When we send your goods, we will forward you a second email. This constitutes our acceptance of your order (the "Acceptance Email"). A binding contract of sale is now deemed to have taken place. We file a copy of all orders that we accept.

Personal Account Registration

Registering for a personal account makes it easier for you to order products using the Website. If you do this, we will store any personal data you provide in our database. This means you will not need to enter it again when you next order as it will be entered automatically.

Registering means putting the following information into the online registration form: your name, email, phone number, a password, and your address. You then click on the "Register" button and the data is stored in our database. If you want to see, update or correct your personal account details, use the "View Account" button.

Keeping your password and user name confidential is your responsibility, as are all the activities you carry out under them. We are unable to check the identity of website users and can not be responsible for your losses if someone else uses your username or password, unless this is down to us being negligent. You must agree to tell us immediately by email to or by phone on +44 (0)1202 540202 if you suspect any unauthorized use of your personal details.

Your Use of the Website

When you accept the Terms, you are confirming that all the information you have provided (including on registration) is accurate, true and up to date in every respect.

When you use the Website, you must agree not to: (i) do so in a way that is liable to cause interruption, damage or impairment to the site or access to the site. (ii) use it to damage the name of or TWILO LIMITED or any goodwill attached to the Website. (iii) use it for any sort of illegal activity or in ways that could harm or distress third parties. (iv) access or attempt to access other users’ accounts or try to breach site security measures. or (v) use it for any other reason than your personal use.

It is our right to restrict, suspend or terminate your access to the Website without notice if we have reason to suspect you have contravened these restrictions. We may also take other appropriate action against you.

Prices, Delivery Charges and Payment

Product prices will be as stated on the Website when you place your order, except in cases of obvious error. We try to make sure all our Website prices are accurate, but errors can occur. Should we find an incorrectly priced product you have ordered, we will not be liable to charge the stated price, provided we tell you before we send the item to you. If this happens, we will notify you of the correct price as quickly as possible. We will offer the choice of confirming your order at the correct price or cancelling it. For cancellations, we will not take payment from your card.

The prices quoted include UK Value Added Tax (VAT). Prices also include other taxes or delivery charges that may apply in your locality.

Royal Mail declares that a parcel is not officially lost until it has been in the system for 14 days (UK), or 20 working days for international dispatch. It is highly unlikely deliveries will take this long, but we can not send a replacement or make a refund before this period of time has elapsed. If yours is a large item, please check if your post office is waiting for you to collect it.

We accept payment only by debit card, credit card or PayPal. We will take payment when we dispatch the item or shortly before.

You must confirm that the credit/debit card you use belongs to you. We carry out validation checks on all credit/debit card holders, plus authorisation by the card issuer. We report fraudulent use of credit cards. If your card issuer will not authorise payment, we can not take your order. We will also not be responsible for delays or non-deliveries and are under no obligation to tell you the reason for refusal.

If your card issuer or bank charges you because of our processing of your credit/debit card payment, that is not our responsibility.

Discount Codes

Occasionally, we issue discount codes. There is a discount code box at the "Checkout" where you can enter codes. Be careful when entering codes because they are case- and space-sensitive.

Only one code at a time is redeemable, so choose the promotion that best fits your purchase. We might amend some excluded brands from time to time at our sole discretion. Please email us with questions about discount codes at Unless we state otherwise, you can not use discount codes with any other offers. This includes sale items.

Delivery and Ownership

We deliver worldwide. Unless we state otherwise, we will deliver from our premises to the address that you provide. We try to send you the product within one working day of your order. In any event, we send within 30 days starting on the day after you place your order. If we can not fulfil this, we will let you know by email and provide an estimated delivery date. If this happens, it is your right to cancel and receive a full refund.

Once you have taken delivery of the product, it is your responsibility.

We want you to be happy with your item. If you are not – maybe it is damaged from transport or packaging – please inform our Customer Service Team at urgently.

Cancellation, Returns and Refunds

You have certain legal rights, which include:

  • Any products we supply must be of satisfactory quality, fit for purpose, and must conform to their Website description
  • Certain courses of action if products are defective; and
  • Being able to cancel your order within 14 working days. This begins the day after you take delivery of the product. Even if the product is not defective, you will be entitled to a full refund. But note the conditions and exceptions below.

Return of Non-Faulty Goods

We hope you enjoy your item. If you are not happy, it is your right to return it for a full refund. You must:

  • Write to tell us you are cancelling no later than the seventh working day following the date of receipt.
  • Take reasonable care of the product before returning it, so that it is not damaged.
  • Give notice of cancellation in writing by email or letter. Note that contacting us by email at is quicker, or writing to us at this address: Twilo Hairdressing, 6 Seamoor Road, Westbourne, Bournemouth, Dorset BH22 8SB, United Kingdom.
  • Bear the cost of returning the item, unless it is wrongly described, faulty or incorrect.

You must send the item back in suitable packaging to ensure it does not get damaged.

We will refund you the price you paid (plus original postage) no later than 30 days from your notice of cancellation.

However, if you have not taken reasonable care of the item you return, we will be entitled to claim against you for losses.

Our Legal Obligations and our Limitation on Liability

If any of our employees or agents cause death or personal injury through negligence, we accept liability. We do not exclude liability for our or our employees’ or agents’ fraudulent misrepresentation.

You have certain statutory rights. For example, the products we supply must be of satisfactory quality and fit for purpose. These Terms do not affect those rights. Your local Citizens’ Advice Bureau or Trading Standards Office can supply more information about statutory rights.

If we contravene these Terms, our liability will cover only those losses that are a reasonably foreseeable consequence of such a contravention, and up to a maximum of the price you paid. Losses count as foreseeable where they could be considered possible by both parties when we enter into the agreement.

Information that we provide about the products is intended for informational or educational purposes only. The statements we make and the products we sell are not diagnoses or treatments for conditions or diseases. It is up to you to speak to your doctor about the suggestions we make on the Website.

Current technology can not guarantee constant and uninterrupted availability of the Website.

We are not responsible for:

  • Losses not caused by our contravention.
  • Indirect losses that form a side effect of the main loss or damage that are not reasonably foreseeable by either party when we enter into the agreement (e.g., loss of profits or loss of opportunity).
  • Failing to provide the Website or meet obligations because of Events Beyond Our Control.
  • "Events Beyond Our Control" encompasses incidents that prevent us from providing the Website or fulfilling other obligations under this agreement. Such events might include but not be limited to flood, fire, storm, civil unrest, war, terrorist activity or acts of God.

Copyright and Other Intellectual Property Rights

Using the Website gives you no rights around copyright, design, trademarks or any other intellectual property rights (or those of third parties).

The Website is available to you purely for your personal, non-commercial use. You are allowed to copy electronically or print only the areas that relate to its use as a shopping resource. You must not use the website content for any other reason unless you have our express permission in writing.


We will do our utmost to sort out disputes over these Terms. Should you wish to take court proceedings against us, this must be in the United Kingdom, where local laws will apply.

Should a court or regulator find any of these Terms invalid, the remaining Terms will still apply.

If you have any queries or complaints about the Website, please let us know. Please get in touch with us at or write to us at: Twilo Hairdressing, 6 Seamoor Road, Westbourne, Bournemouth, Dorset BH4 9AN, United Kingdom.




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