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IMPORTANT PLEASE READ

When returning or exchanging a phone, it cannot be locked in any way. If you are returning a smartphone, all accounts must be removed and for iPhones, Find My iPhone must be turned off.

Click here to learn what you need to do before returning your specific phone type.

If a phone is received by Twigby and these steps have not been followed, it will be returned, and the account will be billed a $15 non-refundable shipping fee. If assistance is needed in understanding what to do before returning a phone, please click the orange “Chat With Us” button below to chat with a representative.

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 for our return, exchange and warranty policies. 

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 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 5 business days. Upon request, Twigby will return a non-refundable phone and apply a $15 non-refundable 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 and has less than 100 minutes of use, it can be returned within 14 days of receipt date 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. Twigby does not cover the costs associated with returning the phone back to us. Upon request, we 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 can only be returned in conjunction with a 30-day satisfaction cancellation of service. Accessory must be unused and not removed from packaging to be eligible for a refund.

PHONE EXCHANGES

A phone can be exchanged for a different model within 30 days of receipt date for a refund of the purchase price (excluding shipping) with a non-refundable exchange fee, which is the greater of $15 or 15% of purchase price. To exchange a phone, the original phone that is being exchanged must include all included components and be in the original condition. 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 eliminate the amount of the refund for the original phone.

PHONE WARRANTY

NEW PHONE WARRANTY PERIOD:
One year from purchase date. Warranty is directly with Twigby and not the manufacturer.*

CERTIFIED/PREVIOUSLY OWNED PHONE WARRANTY PERIOD:
60 days from purchase date. Warranty is directly with Twigby and not the manufacturer.*

Standard Warranty
Twigby will evaluate the phone upon receipt. If the phone is found to be in warrantable condition, Twigby will send the phone to the specified vendor in order to facilitate the warranty. When the phone is returned or replaced by the vendor, which may take 3-5 weeks, Twigby will inspect and verify the problem is resolved. If resolved, Twigby will return the phone for use. Twigby cannot guarantee that the phone received back will be the same exact phone that was sent in. Many times, the initial phone cannot be fixed, and a replacement is issued. For this reason, please make sure that all data such as contacts and pictures are backed up accordingly. If the phone is found to be NO TROUBLE FOUND (NTF), Twigby will return the phone and charge a $15 non-refundable NTF fee. If the phone is found to have NON-WARRANTABLE damage such as physical abuse, liquid damage, modified software, etc., the phone can be returned, upon request, for a $15 non-refundable shipping fee.

To begin a Standard Warranty claim, simply click the orange “Chat With Us” button below to chat with a representative.

Fast Exchange Warranty
The quickest and easiest way to manage a warranty claim is Twigby’s Fast Exchange Warranty. Simply pay a $30 Fast Exchange fee along with the cost of the replacement phone. Twigby will ship the replacement phone so the user will not be without a phone to use during the warranty process. The defective phone must be returned to Twigby using the return label provided within 10 days of return label email. If not received within 20 days, no refund will be processed for the defective phone. If the defective phone is found to be in warrantable condition, Twigby will refund the purchase price of the original phone to the credit or debit card on file. The $30 fee is waived during the first 30 days of the warranty period.

If the defective phone is found to have NON-WARRANTABLE damage such as physical abuse, liquid damage, modified software, etc., the cost of the defective phone is not refunded. If there is NO TROUBLE FOUND (NTF) with the phone, Twigby will charge a $15 non-refundable NTF fee.

To begin a Fast Exchange Warranty claim, simply click the orange “Chat With Us” button below to  chat with a representative.

SIM CARDS

Due to Twigby’s extremely low price of SIM cards, there are no warranties or exchanges. If a SIM card was purchased in conjunction with obtaining service, it must be returned before a 30-day satisfaction guarantee refund will be processed.

HOW TO SUBMIT A RETURN REQUEST

To start the return process, simply click the orange “Chat With Us” button below to chat with a representative or email us at [email protected]. A return authorization number will be provided. Before shipping the phone back, the authorization number must be written on the outside of the shipping box.

*Please note that any warranty offered by Twigby is only valid while the phone is active with Twigby.