Our policy lasts for 14 days, which is the statutory minimum required by UK law. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your pass must be unused and in the same condition that you received it. It must also be in the original packaging.
If you are returning a pass delivered by email, it must be unused.
To complete your return, we require a receipt or proof of purchase.
We do not offer partial refunds.

To arrange a refund, please contact us to obtain a return authorisation at: We do not accept unauthorised returns.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund within the specified time, first check your bank account again.
Then contact your card issuer, as it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

We only replace physical passes if they are defective or damaged such that the numeric code cannot be read. If you need to exchange it, send us an email at to obtain a return authorisation, then send your item to: TWG Systems ltd. FAO Gardens and Gourmet Pass. Beacon House, Stokenchurch Business Park, High Wycombe, HP14 3AQ, UK. If you are issued a replacement pass, it will be in the form of a digital item rather than a physical item.

If the item was given as a gift, any refund given will be applied to the original payment method.

To return your product, you should mail it to: Beacon House, Stokenchurch Business Park, High Wycombe, HP14 3AQ, UK.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are concerned about loss or damage of your return in the postal system, we strongly advise you take out postal insurance or use a trackable shipping service. We don’t guarantee that we will receive your returned item.

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