100% Satisfaction Guarantee

If a customer, for any reason is not completely satisfied within 30 days after activating service, Twigby will refund the cost of your phone (if one was purchased), your plan and any taxes/fees (excludes the cost of shipping if applicable).

Return, Exchange and Warranty Policy

While issues with Twigby phones are uncommon, we know that occasionally things don’t always work out as expected. For this reason, Twigby has designed a comprehensive program so our customers are fully aware of our return, exchange and warranty policies. 

IMPORTANT PLEASE READ

To receive a full refund due to a return, exchange or warranty claim, the phone must be in its original condition and accompanied by all components. This means there cannot be any minor cosmetic wear such as scratches (of any measure) on the screen or slight imperfections on the sides and/or back. Missing items, scratches, imperfections or damage will reduce and could entirely eliminate the amount of the refund. If the phone or components are deemed by Twigby to not be in their original condition, a non-refundable fee will be charged that may equal the full purchase price of the phone. Once received, returns are typically processed within 3 business days. Upon request, Twigby will return a non-refundable phone for a $15 shipping fee. If components are damaged or missing upon Twigby’s receipt of the phone, the following refund reductions will apply:

1. Battery: $20
2. Charger: $15
3. USB Cable: $10
4. Battery Door (if removable): $15
5. SIM Card: $5
6. Packaging (box): $5

PHONE RETURNS

If a phone purchased from Twigby is found unsatisfactory, it can be returned within 30 days of receipt for a full refund of the purchase price (excluding shipping). The phone and all included components must be in their original condition as outlined above. The owner of the phone is responsible for all costs associated with returning it back to Twigby. Upon request, Twigby will provide a prepaid shipping label to return the phone for $15.

ACCESSORY RETURNS

Due to Twigby’s extremely low prices on accessories, there are no warranties or exchanges. Accessories purchased from Twigby can only be returned in conjunction with a 30-day satisfaction guarantee cancellation of service. To receive a refund, the accessory must not have been used or removed from its packaging. 

PHONE EXCHANGES

A phone can be exchanged for a different model within 7 days of receipt for a refund of the purchase price (excluding shipping) with a non-refundable exchange fee of $15. This offer can be used one time within a 12-month period. To receive a refund for the original phone purchased, the phone and all included components must be in their original condition as outlined above. 

PHONE WARRANTY

A phone warranty covers defects in materials and/or craftsmanship of the phone. It does not cover issues that stem from normal wear and tear including diminished battery life, accidental damage (including but not limited to cracked screen, dents, liquid damage or exposure), software or hardware issues caused by the installation of 3rd party applications or an attempt to modify the phone in any way. Phones locked with an unknown password or PIN are not warrantable issues. This includes but is not limited to an unknown Apple ID password and Google or manufacturer passwords. 

Twigby cannot guarantee an issue is covered by warranty until the phone has been received and physically inspected by our inventory department. If a warranty claim is filed and Twigby determines it is not a warrantable issue, a refund will not be processed. Upon request, Twigby will return the phone for a $15 shipping fee. 

New Phone Warranty

The warranty period for a new phone is typically one year and is between the owner of the phone and the manufacturer. However, Twigby offers a Fast Exchange Warranty program for a fee of $40. During the phone warranty period, Twigby will manage the claim with the manufacturer and cover the shipping costs associated with the exchange. If a warrantable condition is claimed within the first 30 days of receipt, Twigby will waive the $40 fee for this program.

Certified and Previously Owned Phone Warranty

The warranty agreement on certified and previously owned phones is 30 days and is between the owner of the phone and Twigby. During this period, Twigby will provide a return shipping label at no charge. After 30 days, Twigby offers a Fast Exchange Warranty program for a fee of $40. With this program, the 30-day warranty is extended an additional 90 days and Twigby covers the shipping costs associated with the exchange.

SIM CARDS

Due to Twigby’s extremely low price of SIM cards, there are no warranties or exchanges.

CRITICAL: Before sending a phone back to Twigby, follow the instructions provided below based on the specific phone type. It is crucial that you complete these steps in the order they are presented.

Feature (basic) Phones

Remove all passcodes and PIN lock codes.

iPhones:

1) remove Apple ID

2) turn “Find My iPhone” off

3) remove all passcodes, PINs and fingerprint or pattern locks

4) remove all phone protection accounts and disable all protection services

5) go to Settings > General > Reset and then select Erase All Content and Settings.

Android Phones:

1) remove Google account

2) if applicable, remove any manufacturer accounts (i.e. Samsung account)

3) remove all passcodes, PINs and fingerprint or pattern locks

4) remove all phone protection accounts and disable all protection services

5) go to Settings > tap System Reset > tap Factory Data Reset (or Reset Phone) > select Erase everything

If a phone is received by Twigby and these steps have not been followed resulting in Twigby being unable to access the phone, it will be returned to the owner and the account will be billed a $15 shipping fee. If you need help with any of these steps, please visit www.twigby.com, click on “Get Help” and follow the “Chat Now” link to chat with a representative

To obtain a return authorization number, please visit www.twigby.com, click on “Get Help” and follow the “Chat Now” link to chat with a representative or email us at support@twigby.com. Please write the return authorization number on the outside of the box you send.

Please note: If phones are being replaced for any reason, the replacement phone is not shipped until the original phone has been received by Twigby. However, if the customer wishes, they can choose to pay for the replacement phone upfront and Twigby will issue the applicable refund for the original phone as soon as it is received. Additionally, if a product is returned or exchanged for any reason, it must be received by Twigby within 10 business days from the date the return was authorized. The address for which returns must be sent is:

Twigby Returns
1418 Kensington Square Ct., Bldg. E
Murfreesboro, TN 37130