How does the warranty replacement process work?

While issues with Twigby phones are uncommon, we know that occasionally, it doesn’t work out as expected.  Therefore, Twigby wants you to be fully informed of our return policies and warranty processes.

Twigby classifies returned phones into two categories: Returns and Defective Phones.  Below are those distinct policies and definitions for these two categories.

Returns

If you buy and receive a phone but then decide that the phone or coverage is not a good fit for you, simply ship the undamaged phone back to us within 14 days of its receipt in the original condition along with the box, printed material and all accessories.

To begin the process, please contact our customer service department during our normal business hours.  A member of our customer service team will then provide you with the shipping address and the Return Authorization Number, which is required for Twigby to receive the phone, via email.

Any returns that are deemed to have been received in original condition with all peripheral items within the 14-day requirement will be subject to the following refund rules:

  • Returning it for refund – 100% of sale price
  • Replacement request – We will send a new like-kind phone and refund its price to you when we receive your old phone.
  • Replacement with a different phone model – We will send you the requested model and refund the price of the original phone back to you, minus a $25 restocking charge.

Remember that missing items or damage will likely reduce the amount of the refund.  The sum of those additional defect charges may reduce or entirely eliminate the potential refund.

When you mail the return package, make sure that your Return Authorization Number is included inside the box or written on the side of the box for recognition when the box arrives at the Twigby processing center.

Defective Phones

All warranties on phones are a matter between the buyer and the warrantor.  Below are the parties considered to be the warrantor based on your situation:

  • New Phone – The manufacturer typically provides a one-year warranty from the original date of sale. Twigby is not responsible for the warranty.
  • Certified or Refurbished – Twigby offers a 30-day warranty from original date of sale.
  • Bring Your Own Phone – These do not receive warranty coverage.

Warrantors—either Twigby or through the Manufacturer—only cover defects in the materials or workmanship.  They never cover issues arising from damage or wear-and-tear to the phone.

  • The warranty covers issues such as: software-related issues, activation problems, camera defects, unresponsive keys, dead pixels, etc. that are not caused by damage.
  • The warranty does not cover issues like: diminishing battery life, scratches, lost or stolen phones, water damage, accidental damages, coverage issues, or software incompatibility/problems with third-party apps.
  • Attempting to “jailbreak” or otherwise modify your phone will void its warranty.
  • Visible physical damage to your phone (e.g. liquid damage, cracked LCD, damaged housing) will void its warranty.
  • Twigby or manufacturer is never responsible for the value of or the result of lost data that may occur from the defective issue.

Warranty - Certified or Refurbished

Because Twigby offers the warranty ourselves, you should first contact Twigby to discuss the issue.  If the issue is warrantable, then the customer service agent will provide you with instructions on how to return the phone to Twigby for review, which will include a Return Authorization Number that will be used to track your return process.  Twigby will send you a new or certified phone and charge the Manufacturer Suggested Retail Price (a phone of similar capabilities may be substituted if the phone is no longer in stock).  

You are responsible for sending the defective phone to the Twigby Processing Center within 21 days.  If you fail to return the original phone within that time frame, then Twigby will be unable to return the MSRP value of the returned phone.  SO PLEASE RETURN THE ORIGINAL PHONE.  We will remind you!

Once Twigby receives the defective phone, we will review the problem to determine if it is warrantable and that all peripheral elements and accessories are present.  If it is found to be warrantable, we will refund your original cost of the phone.  If the phone is not warrantable or if elements are missing, we will refund the value of the phone minus the estimated repair costs and missing items.  Twigby will keep the phone.  

Warranty - New Phones

The warranty agreement on new phones is between the purchaser and the manufacturer. However, Twigby understands the difficulty of dealing directly with a manufacturer, which is why we offer a Fast Exchange program. For a fee of $30, Twigby will manage the claim on your behalf. If you are within the first 14 days after receipt, Twigby will waive the $30 fee for this program.

If you choose for Twigby to handle your claim, you must first contact Twigby Customer Care to discuss the issue. If the issue is warrantable, then the customer service agent will provide you with instructions on how to return the phone to Twigby for review and will provide you with a Return Authorization Number that will be used to track your return process. Twigby will send you a new or certified phone and charge the Manufacturer Suggested Retail Price (a phone of similar capabilities may be substituted if the phone is no longer in stock).  

You are responsible for sending the defective phone to the Twigby Processing Center within 21 days. If you fail to return the original phone within that time frame, then Twigby will be unable to return the MSRP value of the returned phone. SO PLEASE RETURN THE ORIGINAL PHONE. We will remind you!

Once Twigby receives the defective phone, we will review the problem to determine if it is warrantable and that all peripheral elements and accessories are present.  If it is found to be warrantable, we will refund your original cost of the phone.  If the phone is not warrantable or if elements are missing, we will refund the value of the phone minus the estimated repair costs and missing items.  Twigby will keep the phone.  

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