Terms of service

Last updated: 29 September 2026

Overview

Welcome to Twyn Scents. These Terms of Service ("Terms") govern your use of twynscents.com and all related content, features and services (the "Services"), and every purchase you make from us. "We", "us" and "our" refer to Twyn Scents LTD. Our store is powered by Shopify.

By using the Services or placing an order, you agree to these Terms, our Refund Policy and our Privacy Policy. Please read them carefully. If you do not agree, please do not use the Services.

Nothing in these Terms limits or excludes the rights you have as a consumer under the laws of Bulgaria, the European Union or your country of residence.

1. About us

Twyn Scents LTD, a company registered in Bulgaria

  • Registered address: Trakia residential complex, Block 49, Entrance V, Floor 2, Apt. 7, Trakia district, 4023 Plovdiv, Bulgaria
  • Company number (UIC/EIK): 208914206
  • VAT number: BG208914206
  • Email: contact@twynscents.com
  • Phone: +359 894 339 090

2. Eligibility and accounts

You must be at least 18 years old to place an order. You agree that all information you give us (name, email, phone, billing and shipping details) is correct, current and complete, and that you will keep it up to date.

If you create an account, you are responsible for keeping your login details secure and for all activity under your account. You may not transfer, sell or share your account with anyone else.

3. Our products

3.1 Our fragrances are original compositions, developed and produced by Twyn Scents in our own laboratory in Bulgaria. They comply with Regulation (EC) No 1223/2009 on cosmetic products. The full ingredient list, including allergens, is shown on the packaging.

3.2 "Inspired by" references and trademarks. Some of our products are described as "Inspired by" a well-known fragrance. This only describes the scent style that inspired our own composition. Twyn Scents is not affiliated with, endorsed by, sponsored by or connected to any of the brands, designers or fragrance houses mentioned. All third-party trademarks belong to their respective owners. Our products are not the original products and are not sold as such. Scent perception is personal, and we do not claim that our fragrances are identical to any other product.

3.3 We make every effort to show our products accurately. Colours and appearance may look different depending on your device and screen settings.

3.4 Safe use. Our fragrances are for external use only. Keep them out of reach of children. They are flammable: keep them away from heat and open flame. Avoid contact with eyes, and do not apply to irritated or broken skin. If you have known allergies, check the ingredient list before use. Stop using the product if irritation occurs.

3.5 We may change product descriptions, discontinue products or limit the quantities available per customer, household or region.

4. Orders and when a contract is formed

4.1 To order, add products to your cart, go to checkout, enter your details, choose a payment method, review your order and confirm it with the payment button. You can correct any input errors before you confirm.

4.2 Your order is an offer to buy. A binding contract is formed when your payment is successfully processed and we send you an order confirmation email. If payment fails, no contract is formed.

4.3 After a contract is formed, we may only cancel your order if the product is no longer available, if there was an obvious error in the price or product description, or if we reasonably suspect fraud. In that case we will tell you promptly and refund everything you paid.

4.4 You confirm that your purchases are for your own personal or household use and not for resale.

4.5 Contracts are concluded in English. Your order confirmation email contains your order details. We recommend you keep it, together with a copy of these Terms.

5. Prices and payment

5.1 All prices are in euros (EUR) and include VAT at the applicable rate. Shipping costs are shown separately at checkout before you pay.

5.2 We accept debit and credit cards, Apple Pay and Google Pay. Payments are processed securely through Shopify's payment services. We never see or store your full card number.

5.3 The price you pay is the price shown at the time you place your order. Prices and promotions may change at any time, but changes do not affect orders already confirmed.

5.4 For deliveries to countries outside the European Union (for example the United Kingdom, Switzerland or Norway), import duties, taxes or customs fees may apply. These are set by the destination country and are paid by the recipient.

6. Discount codes and promotions

6.1 Discount codes are valid only for the period and under the conditions stated when they are issued.

6.2 Unless stated otherwise, only one discount code can be used per order. Codes cannot be exchanged for cash and cannot be applied to orders already placed.

6.3 We may cancel discount codes that were obtained or used fraudulently, in breach of their conditions, or shared publicly when they were meant for personal use.

6.4 If you return a product bought with a discount, we refund the amount you actually paid for it.

6.5 Specific promotions may have their own terms. If they conflict with these Terms, the promotion terms apply to that promotion.

7. Subscriptions

7.1 With a subscription, you receive the selected products at the delivery frequency you choose. The price, frequency and any subscription discount are shown to you before you confirm.

7.2 By subscribing, you authorise us to charge your chosen payment method automatically on each billing date until you cancel.

7.3 You can skip an upcoming delivery, pause your subscription, resume it, or cancel it at any time through your customer account (the Subscriptions section), through the link in your subscription emails, or by emailing contact@twynscents.com. Changes made before your next billing date apply to that delivery. A cancellation made before your next billing date stops all future charges. There is no fee for skipping, pausing or cancelling.

7.4 If we change the price of your subscription, we will tell you by email before the change takes effect. You can cancel before the new price applies.

7.5 If a payment fails, we may retry it. If it keeps failing, we may cancel your subscription.

7.6 Every subscription delivery is covered by our Refund Policy and by your statutory right of withdrawal.

8. Shipping and delivery

8.1 We ship to the European countries available at checkout. Orders are sent from our fulfilment centre in Bulgaria by road, through partner couriers.

8.2 Our estimated delivery time is 2 to 10 business days from order confirmation, depending on the destination. As a guide:

  • Bulgaria and nearby countries (e.g. Greece, Romania): around 2 to 3 business days
  • Central and Western Europe (e.g. Germany, France): around 6 to 7 business days
  • Other European destinations: up to 10 business days

These are estimates, not guarantees. In any case, we will deliver within 30 days of the contract being formed. If we cannot, you may cancel your order and receive a full refund.

8.3 Once your order is dispatched, we will email you tracking information when available.

8.4 Risk of loss or damage passes to you when you, or someone you have named (other than the courier), physically receives the products. Ownership passes to you on delivery.

8.5 Please make sure your delivery address is correct. If a parcel is returned to us because the address was incorrect or it was not collected, we will contact you. Re-sending it may involve an additional shipping charge. Alternatively, we will refund the order minus the original shipping cost.

8.6 If a product arrives damaged or you receive the wrong item, please follow the process in our Refund Policy.

9. Right of withdrawal, returns and refunds

You have a statutory 14-day right to withdraw from your purchase without giving any reason. In addition, we offer a 30-Day Money-Back Guarantee, even for opened and used bottles. Full details, including how to return a product and the model withdrawal form, are in our Refund Policy.

10.1 We are responsible for any lack of conformity (for example a defect) that exists at the time of delivery and becomes apparent within 2 years of delivery. This is your legal guarantee under Bulgarian law implementing Directive (EU) 2019/771.

10.2 In that case you may ask for a replacement or repair free of charge. If that is not possible, you may ask for a price reduction or a refund.

10.3 The legal guarantee does not cover damage from improper storage (for example heat or direct sunlight), accidents or misuse, or personal scent preference. Scent preference is covered by our 30-Day Money-Back Guarantee instead.

10.4 To make a claim, contact contact@twynscents.com.

11. Intellectual property

The Services, including the Twyn Scents name and logo, product names, text, images, graphics, videos and the design of our website, are owned by Twyn Scents LTD or our licensors and are protected by intellectual property laws.

You may use the Services for personal, non-commercial purposes only. You may not copy, reproduce, distribute, modify or publicly display any of this material without our prior written permission. Shopify's name and logo are trademarks of Shopify. Other names and logos on the Services belong to their respective owners.

12. Reviews and feedback

12.1 If you send us reviews, comments, ideas, photos or other content ("Feedback"), you give us a worldwide, royalty-free, non-exclusive, perpetual licence to use, reproduce, edit, publish and display it in any medium, including for marketing our products.

12.2 You confirm that your Feedback is your own, is truthful and reflects your genuine experience, and that you have disclosed any incentive you received for it.

12.3 Your Feedback must not be unlawful, offensive, defamatory or obscene, must not infringe anyone's rights, and must not contain viruses or malware. You may not use a false identity. We may remove Feedback that breaks these rules.

12.4 We are not obliged to keep Feedback confidential, to pay for it or to respond to it.

The Services may include tools, content or links provided by third parties. We do not control them and are not responsible for their content, accuracy or practices. Your use of them is at your own risk and under their own terms and policies.

14. Relationship with Shopify

Twyn Scents is powered by Shopify, which enables us to provide the Services to you. However, any sales and purchases you make in our store are made directly with Twyn Scents. By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and Twyn Scents, including any injury, damage, or loss resulting from purchased products and services. You hereby expressly release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with Twyn Scents.

15. Privacy

We process your personal data as described in our Privacy Policy. Because our store is hosted by Shopify, some personal data is also processed by Shopify under its own privacy policy.

16. Errors and inaccuracies

Our website may occasionally contain errors in product descriptions, prices, promotions, shipping costs, delivery times or availability. We may correct errors and update information at any time. If an error affects an order you have already placed, we will contact you. You can then choose to continue at the correct price or cancel with a full refund.

17. Prohibited uses

You may use the Services for lawful purposes only. You may not:

  • use the Services for any unlawful, fraudulent or malicious purpose, or in breach of any law or regulation
  • infringe our intellectual property rights or those of others
  • harass, abuse, threaten or defame our staff or any other person
  • send false or misleading information, or impersonate any person or company
  • send spam or unsolicited advertising
  • upload or transmit viruses or any other malicious code
  • copy, resell or commercially exploit any part of the Services
  • collect or track the personal data of others
  • use robots, scrapers or other automated tools to access the Services, except Agents that comply with section 18
  • interfere with, bypass or circumvent any security or access-control measure of the Services

We may suspend or close your account if you breach these Terms.

18. Agents

18.1 This section applies if you use, allow or deploy an Agent to access, use or interact with the Services. "Agent" means any software or service that takes autonomous or semi-autonomous action on behalf of, or at the instruction of, any person or entity, without direct human supervision.

18.2 No Agent may access, use or interact with the Services unless, at all times, it identifies itself and operates in strict accordance with section 18.4. No Agent may access the Services if we have asked it not to.

18.3 We may limit, including by technical measures, whether and how any Agent accesses, uses and interacts with the Services.

18.4 Agents must:

  1. in all HTTP/HTTPS requests, identify that the request comes from an Agent and disclose the Agent's name by including "Agent/[agent name]" in the request's user agent string;
  2. not conceal or obscure that any access or interaction comes from an Agent, for example by mimicking human behaviour or by completing or circumventing CAPTCHAs or other measures that distinguish humans from computers;
  3. respond truthfully to any question or prompt asking whether an interaction comes from a human or a computer;
  4. not circumvent any measure intended to block, limit or control Agent access to the Services.

18.5 You are responsible for all actions an Agent takes on your behalf, including orders it places.

19. Termination

We may suspend or end your access to the Services if you breach these Terms. Orders already confirmed will still be delivered or refunded. The sections on intellectual property, feedback, limitation of liability, governing law and any other terms that by their nature should continue will survive termination.

20. Website information and availability

Information on our website is provided for general information. We aim to keep it accurate and up to date, and to keep the website available and secure, but we cannot guarantee that it will always be uninterrupted or error-free. This section does not affect your statutory rights regarding the products you buy, including the legal guarantee in section 10.

21. Limitation of liability

21.1 We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care. We are not responsible for loss or damage that is not foreseeable.

21.2 Our products are for personal use. We are not liable to you for any business losses, such as lost profit or loss of business opportunity.

21.3 To the extent permitted by law, our total liability for any order is limited to the price you paid for that order.

21.4 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, for intentional misconduct or gross negligence, under product liability law, or for any other liability that cannot be limited or excluded by law.

22. Your responsibility

If you breach these Terms or the law when using the Services, and this causes us a loss or a third-party claim, you are responsible for that loss to the extent permitted by applicable law.

23. Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions stay in full force.

24. Waiver and entire agreement

If we do not enforce a right under these Terms, that does not mean we have waived it. These Terms, together with our Refund Policy and Privacy Policy, form the entire agreement between you and us regarding the Services. If any term is unclear, the interpretation most favourable to you as a consumer applies.

25. Assignment

You may not transfer your rights or obligations under these Terms without our written consent. We may transfer our rights and obligations to another organisation, provided this does not reduce your rights.

26. Governing law, complaints and disputes

26.1 These Terms are governed by the laws of the Republic of Bulgaria. If you are a consumer living in another EU country, you also keep the protection of the mandatory consumer laws of your country of residence.

26.2 Disputes are handled by the competent courts of Bulgaria. As a consumer, you may also bring proceedings in the courts of your country of residence.

26.3 If you have a complaint, please contact us first at contact@twynscents.com. We aim to reply within 7 days.

26.4 You may also refer a dispute to an alternative dispute resolution (ADR) body. In Bulgaria, this is the Commission for Consumer Protection (www.kzp.bg). A list of ADR bodies in all EU countries is available on the European Commission's website.

27. Headings

Headings are for convenience only and do not affect the meaning of these Terms.

28. Changes to these Terms

We may update these Terms from time to time by posting a new version on this page. The version in force when you place an order applies to that order. We will notify you of material changes as required by law.

29. Contact

Twyn Scents LTD Trakia residential complex, Block 49, Entrance V, Floor 2, Apt. 7, Trakia district, 4023 Plovdiv, Bulgaria Email: contact@twynscents.com Phone: +359 894 339 090 UIC/EIK: 208914206 VAT: BG208914206