Terms & Conditions

1) About Us

We supply new parts and accessories, primarily for Land Rover vehicles, online and for collection by arrangement.

2) Pricing, VAT & Payment

2.1 Price display

Our catalogue, cart and checkout show prices including VAT by default. VAT is shown clearly at checkout before you pay. Orders shipped outside the UK are supplied without UK VAT; import duties, taxes and carrier/broker fees may apply in the destination country and are normally payable by the recipient.

2.2 Quotations & price changes

Supplier prices can move quickly. If an item on back-order or special order changes price materially before dispatch, we will check with you first.

2.3 Payment & ownership

We accept major debit and credit cards via secure checkout and secure pay links sent by email, and bank transfer (BACS). Where required or supported, card payments may be protected by 3-D Secure / Strong Customer Authentication (SCA). Card payments by phone are available on request; for everyone’s security, we generally recommend pay links or online checkout. Goods remain our property until paid for in full. We do not offer credit accounts.

2.4 Currency conversion

Our store prices and order totals are set in GBP. At checkout, our payment providers may offer you the option to pay in another supported currency based on your location. Where this option is offered, the selected currency and converted amount are shown before you authorise payment, and you may choose to pay in GBP instead.

Our payment providers determine the exchange rate and any currency-conversion charge included in the converted amount. Twinwoods 4x4 does not set that exchange rate or receive the currency-conversion charge.

If the currency of your card or bank account differs from the currency you choose to pay in, your card issuer or bank may apply its own exchange rate or charges. These are outside our control.

Where a payment made in a converted currency is refunded, the payment provider will return the refund in the currency originally paid, using the exchange rate applied to the original transaction.

3) Ordering & Contract

3.1 Order acceptance & dispatch

Your order acknowledgement confirms we received your order. We accept your order when we dispatch the goods and email a dispatch confirmation.

3.2 Availability & backorders

Stock levels are updated regularly but can be affected by walk-in sales and supplier delays. Items marked “available on backorder” are ordered in for you, which usually adds 1–2 working days. If something cannot be supplied, we will offer an alternative or a prompt refund.

3.3 Items sourced specifically for you (special order)

Some items are ordered in specifically to fulfil your order (for example, where we do not normally stock that exact item/brand/variant). If you cancel after dispatch, we may be unable to stop the parcel in transit; in that case refunds are handled once the goods are returned to us (or the carrier confirms the final outcome), and you remain responsible for return postage and safe packing (see sections 8 and 9). This does not affect your statutory rights for faulty, damaged or not-as-described items (section 10) or any statutory change-of-mind rights that apply (section 8).

3.4 Order-specific dispatch information

Normal dispatch estimates may change during temporary closures, holidays, exceptional workloads or other operational circumstances. Where a specific dispatch date or dispatch period is clearly shown at checkout, that information applies to the order instead of our normal dispatch estimate. Where you are required to acknowledge that information before placing the order, your acknowledgement confirms that you have seen and accepted the stated dispatch timing.

4) Delivery

4.1 Methods, costs & estimates

Delivery options and costs are shown at checkout once a delivery address is entered and depend on weight and size. Occasionally unusual packaging is required; if this meaningfully changes cost we will check with you before dispatch.

4.2 Risk & title

Title: Title passes on full payment.

Risk (consumer orders): Risk passes when the goods come into your physical possession, or into the physical possession of a person you have identified to take possession of the goods.

Safe place / neighbour instructions: Many carriers allow recipients to change delivery options (for example, leaving in a nominated safe place or delivering to a nominated neighbour). If you provide such instructions to the carrier (including via the carrier’s website/app or by responding to a delivery notification), you accept that delivery in line with those instructions counts as delivery to you. Please only use these options where you are comfortable with the risk.

Misdelivery: If tracking shows “delivered” but you did not receive the parcel and did not provide safe place / neighbour instructions, contact us promptly so we can investigate and raise a carrier claim where appropriate.

4.3 Delivery restrictions

We cannot deliver to PO Boxes. Some carriers have restrictions on liquids, batteries and long-length items; where relevant we will advise suitable options.

12 V vehicle batteries can only be delivered within the UK and may use a different courier route from other parts. Batteries may be dispatched separately from other items in the same order, and in some cases may be sent direct from the battery supplier. Where possible, please order batteries separately from other parts to avoid delays or additional carriage issues.

4.4 Packaging & presentation

Parts are supplied new unless stated. Packaging is there to protect the product in transit; it is a sacrificial layer. We may reinforce or re-seal manufacturer boxes, open cartons to check contents and quality, or re-box for safer shipping. We also reuse clean supplier packaging and outer cartons wherever possible to minimise waste and keep costs down. If you specifically need pristine retail packaging for storage or resale, tell us before we ship and we will advise what is possible.

4.5 Import duties, taxes & carrier/broker fees (international orders)

International orders are shipped Delivered At Place (DAP).

Under DAP, the destination country and/or the carrier may charge import duties (where applicable), local taxes (including import VAT), and customs clearance / processing or carrier/broker admin fees. These charges are outside our control, vary by country and carrier, are not included in the price you pay us (including shipping), and are payable by the recipient.

You are responsible for providing any information required for customs clearance (for example, local tax ID numbers where applicable). If required information is not provided, your shipment may be delayed, held, or returned.

If you receive an unexpected payment request relating to your shipment, please contact us promptly so we can help verify it.

If import charges are not paid and/or required clearance information is not provided, the shipment may be held, returned to us, abandoned or destroyed. Refunds in these circumstances are handled under section 14. Where return to sender is available, we will normally instruct/permit return; however, return is not always possible and final handling is determined by the carrier and destination processes.

Where a shipment is returned to us, we will only process any refund after return/outcome confirmation, and we will deduct any carrier return, storage, disposal or handling charges we are billed (if applicable).

4.6 Northern Ireland deliveries

For deliveries to Northern Ireland, you confirm that the goods in your order are for use, resale or final consumption within the United Kingdom and are not intended to be moved to the European Union or the Republic of Ireland.

If you are ordering on behalf of a business, or if the goods are not for final use, resale or consumption within the United Kingdom, please contact us before ordering so we can confirm whether the order can be accepted and what delivery or customs information may be required.

5) Free Delivery Offer (UK website orders)

Free standard delivery is available to most Mainland UK website orders when the basket total is £99 inc VAT or more.

Exclusions: Free delivery is not available for oils/liquids, long-length or oversize products, or orders requiring special protective packing (e.g. windscreens). Addresses outside Mainland UK — including Highlands & Islands, Northern Ireland, Channel Islands and Isle of Man — use the paid courier services shown at checkout and are not eligible for free delivery.

Orders placed with free delivery may be dispatched slightly slower than paid services. If items are returned and the value of the kept goods drops below the free-delivery threshold, our standard Mainland-UK delivery charge will be deducted from the refund.

6) Collections (Click & Collect)

Select Collection at checkout and we will contact you when your order is ready to arrange collection. Collection is by prior arrangement only; please wait for confirmation before travelling.

7) Vehicle Fitment & Compatibility

Fitment guidance is based on manufacturer information for vehicles as built. If your vehicle has been modified, please check suitability before ordering. Manufacturers may change specifications without notice and previous owners may have made changes that are not immediately apparent.

8) Cancellations (Statutory Change of Mind)

To cancel, contact us with your order number. If your order has not yet been dispatched, we will normally be able to cancel it and refund the payment without the goods being sent.

• Let us know within 14 days of receiving your order if you would like to cancel, then send the items back within the next 14 days.
• Return postage is your responsibility. We will refund promptly, usually within 7 days after we receive the goods back.
• We may withhold the refund until we receive the goods back.
• If you chose a premium delivery upgrade, we refund the items and the value of our standard delivery service.
• If you cancel only part of your order, the original delivery charge is not refunded (delivery is a service already provided and cannot be returned). If a partial return reduces the kept-goods value below any free-delivery threshold, our standard delivery charge may be deducted from the refund (see section 5).
• Please take reasonable care; handling beyond what is needed to check the goods can reduce the refund if the value is affected.
• Returns must include all components, accessories and any free/promotional items supplied with the order. If a free item is not returned with a cancelled order, we may deduct its standard selling price from the refund.
• If an order has already been dispatched, we may be unable to stop it in transit; refunds are handled once goods are returned to us (or the carrier confirms the final outcome), in line with sections 9 and 14. For international deliveries, if a shipment is returned due to unpaid import charges or missing clearance information, we will deduct any carrier return or handling charges we are billed.

Exceptions: Customised or personalised items, products that cannot be returned once unsealed for hygiene or health reasons, items that become inseparably mixed with other goods after delivery, and other statutory exceptions are outside the statutory change-of-mind right. Faults are handled under section 10.

Where this applies: The 14-day statutory change-of-mind cancellation in this section applies to customers in the UK and EEA (EU-27 plus Iceland, Liechtenstein and Norway).

Outside the UK/EEA: The statutory 14-day cancellation process in this section does not apply. Eligible products may still qualify for our voluntary extended returns policy under section 9.

9) Extended 60-Day Returns & Returns Process

9.1 Extended 60-Day Returns

In addition to your statutory rights, we offer a voluntary extended returns period of up to 60 days from delivery on eligible products.

This policy extends the period in which you may request a change-of-mind return. It does not replace or restrict any statutory cancellation or return rights that apply to your order. Where a return falls within your statutory rights, those rights take precedence over this policy.

9.2 Eligibility

Our extended returns policy automatically applies to individual products purchased for less than £250 including VAT.

Products purchased for £250 or more including VAT are not automatically covered by the extended returns policy, although we may agree to accept them for return at our discretion.

Eligibility is determined by the price paid for each individual product at the time of purchase, rather than the total value of the order.

To use the extended returns policy, you must contact us to request the return within 60 days of delivery. Once the return has been agreed, the goods must be sent back to us within 14 days.

9.3 Condition of goods returned under the extended policy

Goods returned under the extended returns policy must be:

• unused and unfitted;
• complete, including all components and accessories supplied;
• undamaged, unmarked and uncontaminated;
• in a condition suitable for resale as new; and
• returned with their original product packaging where this formed part of the supplied product.

We may refuse an extended return where goods have been fitted, used, altered, damaged, marked, contaminated, are incomplete, or cannot reasonably be resold as new.

9.4 Extended return handling charge

Returns made under this voluntary extended returns policy are subject to a £10 handling charge per return consignment, regardless of the number of eligible products returned together.

The handling charge will be deducted from the refund and will not exceed the value of the goods being returned under the extended policy.

Customers are responsible for the cost of returning goods to us under the extended returns policy.

Original outbound delivery charges are not refunded for returns made under this voluntary extended policy.

9.5 Returning goods to us

• For a statutory change-of-mind return: follow section 8. The extended-return handling charge does not apply where your statutory cancellation rights apply.
• For an extended change-of-mind return: contact us first so we can confirm eligibility before you send the goods back.
• Return postage and safe packing: You are responsible for return postage and safe packing for change-of-mind returns. Use a tracked, insured service appropriate to the value and nature of the goods, and keep the receipt.
• Risk during return transit: You are responsible for the goods until they reach us. If the parcel is lost or damaged in transit, any claim is between you and your chosen carrier or insurer. We will assist with reasonable evidence for your claim (for example, a non-receipt statement).
• Prepaid labels (optional): For convenience we can provide a prepaid return label for eligible change-of-mind returns and deduct our cost from your refund (faulty items excluded).
• Please contact us before returning hazardous or oversize items such as oils, batteries, pressurised containers and long-length items so we can advise a compliant method.
• Exchanges: We do not operate a separate exchange process. If you need a different item, please place a new order; any eligible return will be refunded under the applicable statutory or extended returns process once received and inspected.
• Where packaging is marked, reused or taped from transit or our own protective re-sealing, that is not by itself a reason to reject a part that is new and correct under your statutory rights. For voluntary extended returns, the condition requirements in section 9.3 apply. Please avoid sticking labels directly to manufacturer boxes when returning.
• Returned goods must be the same goods supplied by us, complete with all components, accessories and any free/promotional items originally supplied. Returns must not include old exchange units, substitute items, or items damaged by attempted repair, misuse, contamination or incorrect fitment.
• Improper or abusive use of the returns process: We are happy to help with genuine issues, but where we reasonably believe a return or claim is improper — for example, a different or old unit is returned, parts are incomplete, the item has been altered, contamination or fitting damage is present, or there are repeated unfounded claims — we may require additional evidence, return of the goods for inspection and/or stricter handling of the claim before any remedy is confirmed. This does not affect your statutory rights.

9.6 Statutory rights

This extended returns policy is additional to your statutory rights.

It does not affect:

• statutory cancellation rights applicable to distance sales;
• any return where a statutory cancellation was exercised within the applicable period;
• your rights where goods are faulty, damaged, incorrectly supplied or not as described; or
• any other rights provided by law.

Where statutory rights apply, the return will be handled under those rights rather than under this extended returns policy, and the extended-return handling charge will not apply.

Items sourced specifically for you are not automatically excluded from any statutory change-of-mind rights that apply. Eligibility for the voluntary extended returns policy is determined under section 9.2. Any issues with quality or description are handled under section 10.

10) Faulty, Damaged or Missing Items

10.1 If something is not right

If anything falls short, such as a faulty part, an item not as described, transit damage or a shortage, please contact us with your order number and a clear description of the issue. Photos, video, vehicle details, fault codes, workshop findings and similar evidence can help us assess the issue more quickly. We will review the claim and provide an appropriate remedy in line with your legal rights.

10.2 Information and evidence we may ask for

Some issues can be confirmed from photos or a clear description. Others cannot. Where reasonably necessary to assess an alleged fault or support a supplier warranty claim, we may ask for further information, ask you to stop using the part, ask you to retain packaging, and/or require the part to be returned for inspection before the final remedy is confirmed. Please do not dispose of the part or, where reasonably practicable, authorise further dismantling, modification, repair, replacement or other third-party work relating to the alleged fault until we have had a reasonable opportunity to assess the issue.

10.3 Return for inspection

Where return of the part is reasonably required to assess the claim, we will tell you the next step and the appropriate return method. For faulty, damaged or not-as-described goods, we will normally provide a prepaid return label or otherwise cover reasonable agreed return costs. We may pause final assessment of the claim until the part is returned where inspection is reasonably necessary.

10.4 Advance replacements

At our discretion, we may offer an advance replacement before the original part has been received and inspected, for example to reduce vehicle downtime. Any advance replacement is a discretionary fast-track arrangement and is provided on the understanding that the original part is returned to us promptly for inspection. Unless we agree otherwise in writing, the original part must be returned within 14 days of delivery of the advance replacement.

If the original part is not returned within that time, we may treat the advance replacement as a separate sale and charge for, or retain payment for, that replacement until the original part is returned. Once the original part is returned and inspected, we will deal with the original claim in line with your legal rights.

10.5 Inspection outcomes

If inspection shows that the part is faulty, not as described or damaged in transit, we will provide an appropriate remedy. If inspection shows that the part is not faulty, or that the issue was caused by incorrect fitment, damage during installation, contamination, modification, misuse, an unrelated vehicle fault, or normal wear and tear, the claim may be declined. If that happens, we will explain the outcome and the next step.

10.6 Transit damage & shortages

Please open and inspect deliveries as soon as possible. Letting us know within a day or two makes carrier claims smoother, but we will still help if you contact us within a reasonable time. When reporting damage or shortages, please include photos of the item, the shipping label and any inner or outer packaging. We may ask you to retain packaging while we investigate.

10.7 Product vs packaging

You are buying the product, not the boxes. All boxes, whether product packaging or shipping packaging, are there to protect the part. Cosmetic scuffs, tears or tape on packaging can happen during storage, in transit or where we reinforce cartons; where the part itself is new, correct and unaffected, that is considered acceptable. If the part itself is damaged or affected, we will put it right.

11) Guarantees & Warranties

• New items are supplied with at least 12 months manufacturer or supplier warranty covering defects in materials and workmanship under normal use.
• Warranty does not cover misuse, incorrect fitment, competition use unless stated, contamination, modification, damage during installation, or failure caused by an unrelated vehicle fault. For certain components we may ask for proof of professional fitment.
• Warranty claims may require return of the part for inspection and/or supplier testing before the claim is accepted. Any advance replacement is discretionary and is handled under section 10.4.
• Warranty remedies relate to the part itself, meaning repair or replacement, or refund if those are not possible. Manufacturer and supplier warranties do not cover labour, removal or refitting, diagnostics, consumables, travel, downtime, hire or other incidental costs.

12 V vehicle batteries: Battery warranty covers manufacturing defects only. It does not cover failure caused by vehicle faults, incorrect charging, overcharging, undercharging, deep discharge, parasitic drain, poor earths, loose terminals, faulty alternators, faulty voltage regulators or unsuitable auxiliary wiring.

Before a battery warranty replacement can be arranged, the battery may need to be fully charged and tested, and we may ask for charging-system checks from the vehicle. Test results may need to show battery voltage, cold cranking amps and battery health. We do not normally send a replacement battery before the original battery has been tested and a battery fault has been confirmed.

This warranty is in addition to your legal rights in relation to faulty goods and does not reduce those rights.

12) Business Customers (when applicable)

We mainly sell to consumers. You are a business customer where you are purchasing wholly or mainly for purposes relating to your trade, business, craft or profession, including where a company, partnership or other business entity is the contracting party. Consumer statutory change-of-mind cancellation rights do not apply to business purchases. Our voluntary extended returns policy in section 9 may apply to eligible products according to its stated terms. Where that policy does not apply, we may still agree a business return at our discretion and a reasonable restocking charge may apply. Warranty support is as set out in section 11.

For business customers, we are not liable for loss of profit, loss of business, loss of revenue, loss of opportunity or other indirect or consequential business losses. Subject to liabilities which cannot lawfully be limited, our total liability arising from a single order will not exceed the amount paid for the goods concerned.

13) Fraud & Security Checks

We use automated and manual checks to keep orders secure, including IP logging and (where available/required) 3-D Secure / SCA. For unusual or high-risk orders we may contact you for more information, request address or ID verification, delay dispatch while checks complete, or cancel and refund. Please reply promptly if we get in touch.

14) Cancellations by Us, Refused Deliveries & Clearance Outcomes

We may cancel an order before dispatch, for example where there is a stock error, pricing issue or security concern. If that happens, we will refund in full and, where helpful, suggest alternatives.

UK/EEA consumer cancellations: Where you have a statutory right to cancel for change of mind (see section 8), refunds are handled under sections 8 and 9, including the cost of our standard delivery service.

Refused / not collected / undeliverable: Where the statutory change-of-mind cancellation right does not apply (for example, international orders outside the UK/EEA, or business customers), if a delivery is refused, not collected, or is undeliverable and returned to us, we may cancel and refund less any costs we incur for outbound shipping, carrier return shipping, storage, handling and administration, unless the refusal was due to our error.

International clearance / import charges: If an international shipment is refused or returned due to import duties, taxes or clearance fees, or because required clearance information is not provided, any refund will be processed only once the goods are returned to us (or the carrier confirms the final outcome). If the carrier cannot return the goods and they are abandoned, destroyed or otherwise disposed of, we will not be able to refund because the goods are not returned to us.

Misuse of returns / warranty process: We reserve the right to refuse discretionary goodwill arrangements, and where appropriate to decline future orders, where there has been repeated misuse of the returns or warranty process. This includes, for example, repeated unfounded claims, returned substitute items, or other dishonest conduct. This does not affect any statutory rights attached to an order already placed.

15) Liability

Nothing in these Terms limits or excludes liability for fraud or fraudulent misrepresentation, or for death or personal injury caused by negligence. We are not responsible for losses we could not reasonably foresee when the contract was made, or for losses related to business use such as lost profit or loss of opportunity.

Nothing in these Terms affects any liability which cannot lawfully be excluded or limited.

16) Complaints & Dispute Resolution

We aim to resolve things quickly and fairly. Contact us with your order number and what went wrong. If we cannot sort it out, we will consider suitable Alternative Dispute Resolution options in good faith.

17) Privacy & Cookies

We handle personal data under our Privacy Policy, which also explains cookies and marketing preferences.

18) Governing Law & Jurisdiction

These Terms are governed by the laws of England and Wales. Disputes can be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can use your local courts instead.

If you are a consumer resident outside the UK, you may also have rights under mandatory local consumer law and may be entitled to bring proceedings in the courts of your country of residence.

19) Contact

Twinwoods 4x4 Ltd
Twinwoods 4x4 is a trading name of Twinwoods 4x4 Ltd.
Three Oaks Farm, Park Lane, Sharnbrook, Bedfordshire MK44 1LS, United Kingdom
Contact | Tel/WhatsApp: +44 (0)1234 958897
Company no: 11812219 | VAT no: GB 318 9764 58