Refund policy
At TwistLab™, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help.
Returns
We accept returns within 30 days of the delivery date.
To be eligible for a return, the item must:
- Be unused and in the same condition that you received it.
- Be in its original packaging.
- Include all accessories, manuals, and components.
- Be accompanied by proof of purchase.
Certain products may not be eligible for return due to hygiene, safety, or customization reasons.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Personalized or custom-made products
- Clearance or final sale items
- Products damaged through misuse or improper handling
Return Process
To initiate a return, please contact us at:
Email: support@twistlab.site
Please provide:
- Full name
- Order number
- Reason for return
- Photos if the item is defective or damaged
Our support team will review your request and provide return instructions.
Refunds
Once your returned item is received and inspected, we will notify you regarding approval or rejection of your refund.
If approved, refunds will be issued to the original payment method within 5–10 business days.
Please note that processing times may vary depending on your payment provider.
Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
We may request photos of the item and packaging to help resolve the issue quickly.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect due to our error.
Shipping charges are non-refundable unless required by applicable law.
Contact Information
TwistLab™
303-20350 54 Ave, Langley, BC, V3A 8J4, Canada
Phone: +1 778 566-5299
Email: support@twistlab.site
Website: https://twistlab.site