Return goods
For standard, returnable goods. Please include the order number, ensure the parcel is adequately stamped and send it to the returns address.
Prepare your returnRETURN ADDRESS
This is where the goods are going.
CANCELLATION & RETURNS
Returning items should be straightforward. Not complicated.
To exercise your right of withdrawal, simply return the standard, returnable goods to us. You may also withdraw from the contract online or send us a clear statement by email or post.
01 · WHAT WOULD YOU LIKE TO DO?
Three paths. Three different cases.
A standard return, a formal online cancellation and a complaint are not the same thing. Choose the option that best suits your situation.
Cancel your contract online
Please use the online cancellation function. You will then receive confirmation that your notice has been received.
Cancel onlineThe goods are faulty
If you have a complaint, please contact us first and send us as many clear photos as possible. This will enable us to find the right solution.
Report a complaint02 · RETURNS IN FOUR STEPS
Sort. Pack. Frank. Post.
No complicated mandatory form is required for a standard, eligible TWIOO return. The key thing is that we are able to clearly match the goods to your order once they arrive.
Return goods
For standard, returnable goods, it is sufficient for us if the return can be clearly linked to your order. To do this, please provide at least your name and the invoice or order number. We treat any return we receive that can be clearly identified as such as a clear declaration of your cancellation or return request.
Allocate order
Please include your name and order or invoice number in the parcel.
Protect goods
Pack everything neatly and securely so that nothing gets damaged on the way back.
Ensure sufficient postage
You are responsible for the direct costs of returning the goods.
Keep the receipt
For high-value goods, it is advisable to obtain proof of dispatch.
03 · CHECK THE ITEM BEFORE RETURNING IT
Just as the next customer should receive it.
You may examine the goods and try them on with care. However, handling the goods beyond what is necessary for inspection may result in a loss of value.
Clean and odour-free
No traces of sweat, deodorant, perfume, smoke, animal hair or other contaminants.
Unwashed
Washing or prolonged use during sport goes beyond a normal test.
Complete
Please return all labels, accessories and existing components in full.
Securely packaged
Fold the goods neatly and protect them from damp and damage during transport.
In the case of sealed hygiene products, the right of withdrawal may be excluded once the seal has been broken. The labelling on the product and the full withdrawal policy set out below are decisive.
04 · WHAT CANNOT BE CANCELLED UNDER NORMAL CIRCUMSTANCES
Custom-made means it remains unique.
The statutory right of withdrawal does not apply without restriction. Personalised and bespoke products are particularly relevant in the case of TWIOO.
Personalised goods
Names, numbers, personalised logos or designs tailored specifically to an individual.
Made to measure
Products that have been specially manufactured in accordance with your selection or specifications.
Hygiene seal has been broken
Sealed goods which, once opened, cannot be returned for health or hygiene reasons.
A complaint regarding an actual fault is different from a cancellation. If there is a possible fault in the materials or workmanship, please contact us directly.
05 · REFUND
What happens after you withdraw.
Once we have received the cancellation notice and the goods, we will check that they have been correctly allocated, are complete and are in good condition. Refunds will generally be made using the same payment method as the original payment.
Entrance
The cancellation or identifiable return arrives at TWIOO SPORTS.
Exam
The order, items, completeness and any potential loss in value are checked.
Repayment
Refund via the original method of payment, unless otherwise agreed.
06 · FORMS WITHOUT ALL THE PDF HASSLE
Fill in directly, copy or print.
The returns slip helps with allocation. The model withdrawal form is optional and can be copied as text or printed out.
Returns Accompanying Note
This is not a compulsory form. It simply helps us to process your return quickly.
Model withdrawal form
If you wish to withdraw from the contract, you can complete this form and return it to us. You are not obliged to use this form.
07 · FULL TEXT OF THE LAW
Cancellation policy for consumers.
The following section contains the full legal information. The simplified information provided above does not replace this notice.
Consumers
A consumer is any natural person who enters into a legal transaction for purposes that are predominantly neither related to their commercial nor their self-employed professional activities.
You have the right to cancel this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day,
- at which you, or a third party designated by you (other than the carrier), have taken possession of the goods, provided that you have ordered one or more items as part of a single order and these are delivered together;
- at which you, or a third party designated by you (other than the carrier), took or has taken possession of the last item, provided that you have ordered several items as part of a single order and these are delivered separately;
- on which you, or a third party designated by you (other than the carrier), took possession of the final partial consignment or the final item, provided that you have ordered goods which are delivered in several partial consignments or items.
To exercise your right of withdrawal, you must inform us (COSPO ART GmbH, TWIOO SPORTS, Föhrenhang 17, 14552 Michendorf, Germany, email: mail@twioo-sports.com) by means of a clear statement – for example, by letter sent by post or by email – informing us of your decision to withdraw from this contract.
You may use the attached model withdrawal form for this purpose, although this is not compulsory.
You can also exercise your right of withdrawal online using the electronic withdrawal function provided on our website. The withdrawal function can be accessed via the ‘Withdraw from the contract’ button.
If you use this online function, we will immediately send you, on a durable medium – for example, by email – a confirmation of receipt containing details of the content of your notice of withdrawal, as well as the date and time of its receipt.
You are not obliged to use the electronic withdrawal function. You may still exercise your right of withdrawal by other means by making a clear statement.
To comply with the withdrawal period, it is sufficient for you to send notification of your intention to exercise your right of withdrawal before the withdrawal period expires.
If you withdraw from this contract, we shall refund to you all payments we have received from you, including delivery costs, with the exception of any additional costs arising from your choice of a delivery method other than the cheapest standard delivery offered by us, without undue delay and at the latest within fourteen days of the day on which we receive notification of your withdrawal from this contract.
We will use the same payment method for this refund as you used for the original transaction, unless we have expressly agreed otherwise with you. Under no circumstances will you be charged any fees in connection with this refund.
We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.
You must return or hand over the goods to us without delay and, in any event, no later than fourteen days from the date on which you notify us of your withdrawal from this contract.
The deadline is met if you post the goods before the end of the fourteen-day period.
You are responsible for the direct costs of returning the goods.
You are only liable for any loss in value of the goods if this loss is attributable to handling of the goods that goes beyond what is necessary to assess their nature, characteristics and functioning.
The right of withdrawal does not apply to contracts
- for the supply of goods which are not prefabricated and for the manufacture of which an individual choice or specification by the consumer is decisive, or which are clearly tailored to the consumer’s personal needs, for example, bespoke or personalised items;
- for the supply of sealed goods which, for reasons of health protection or hygiene, are not suitable for return if their seal has been broken after delivery.
08 · FREQUENTLY ASKED QUESTIONS
Before the parcel sets off on its journey.
There are a few points that can be clarified before the goods and postage end up travelling unnecessary kilometres.
Do I absolutely need a form?
No. A clear statement of cancellation is sufficient. At TWIOO, a return that can be clearly identified as belonging to the order is also sufficient for standard returnable goods.
Who pays for the return delivery?
You are responsible for the direct costs of returning the goods.
Can I return personalised items?
Goods that are made to order or clearly personalised are, as a general rule, excluded from the right of withdrawal.
What should you do if there is a potential shortage?
Please get in touch first and include some photos. A complaint will be dealt with separately from a standard cancellation.
Can I exchange it for a different size?
If you have any questions about sizes, please check our Fit Guide beforehand or get in touch with us. This will help us avoid unnecessary returns.
When will the repayment be made?
Full details of the statutory time limit and right of retention are set out in the cancellation policy above.
A CLEAR PATH. A CLEAR CLASSIFICATION.
Prepare your return or cancel your order directly online.
Please include your name and order number, pack the goods carefully and, for high-value returns, keep the proof of posting.
As at: Juli 2026