What You Need to Know about Twigby Returns, Warranties, and Exchanges

While issues with Twigby phones are very 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. 

To receive a full refund for a return, exchange, or warranty claim, the phone must be in its original condition and accompanied by all components. Missing items, scratches, imperfections, or damage will reduce the amount of the refund. If your phone can not be returned for some reason, Twigby will send it back to you for a small shipping fee.


Phone Returns

Twigby phones can be returned up to 30 days after you receive it. If the phone is in its original condition, you will be refunded for the phone. Shipping charges are not refunded.

Accessory Returns

All accessories are final sale. Due to the low prices of these items, there are no warranties or exchanges. If you are cancelling service within our 30-day satisfaction guarantee, you may return any unopened or unused accessories.

Phone Exchanges

Your phone can be exchanged for a different model within 7 days of you receiving it. There is a $15 exchange fee. This can only be used once within a 12-month period per line.

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. 

New Phones

For a new phone, there is typically a one-year warranty period between the owner of the phone and the manufacturer. Some new phones may not have a full year warranty. This could be for many reasons, such as they were aged inventory, a closeout purchase, etc… With this, Twigby cannot guarantee that all new phones have a full one year manufacturer warranty. However, you can opt for Twigby’s Fast Exchange Warranty program for a $40 fee. With this, we will manage your warranty claim with the manufacturer as well as covering any shipping costs. If the warranty is claimed within your first 30 days, the $40 fee will be waived.

Certified and Previously Owned Phones

For certified phones, there is a 30-day warranty between the owner of the phone and Twigby. During this time, we will provide a return shipping label at no charge. After the initial 30 days, you can opt for the Fast Exchange Warranty program for $40 and Twigby will cover shipping costs. This offer is valid for 90 days after the warranty period is over.

SIM Card Returns

For SIM cards, there is a 30-day guarantee with Twigby. Shipping charges are not refunded. 


Before Sending Your Return

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, PIN lock codes and then reset the phone by following this process.


Click here for step-by-step instructions on this process

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

Click here for step-by-step instructions on this process

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 these steps are not followed, the phone will be sent back to you and your account will be charged $15.  If you need help with any of these steps, please click the orange “Chat Now” button below to chat with a representative.


To obtain a return authorization number, please click the “Chat Now” button at the bottom of the page to chat with a representative or email us at twigby.support@twigby.com.  Please write the return authorization number on the outside of the box you send. Once received, returns are typically processed within 3 business days.

Twigby’s address for returns:
Twigby Returns
1418 Kensington Square Ct., Bldg. E
Murfreesboro, TN 37130


To view Twigby’s full Return Policy, please visit our Policies & Terms page.