Warranty, Returns & Complaints

Below you will find all frequently asked questions about warranty, returns & complaints.

RMA / Returns

Am I entitled to an RMA?

Each product comes with a 30-day satisfaction guarantee, allowing you to return the product without giving a reason. After 30 days, you can claim the applicable product warranty in case of defects.

How do I submit an RMA?

Currently, it is unfortunately not possible to create an RMA order directly through our system. For now, you can use our return form to request a return. Please visit our returns page for more information.

After fully completing the form, your RMA request will be reviewed by us, and you will receive further instructions via email.

Once your request is accepted, we ask you to print the return instructions and include them with the package you send.

You have submitted an RMA request; when should I return the products?

Once you have received confirmation that your RMA request has been accepted, you should return the products within 30 days.

Please note: the products must be complete and in their original packaging, undamaged and unopened (in case of incorrect orders/delivery).

When returning the product to us, please make sure to include:

  • The RMA form you received from us
  • A sturdy outer box for packaging




What are the costs for a return shipment?

The shipping costs to return items to Twindis are at your own expense. Unpaid shipments will not be accepted. You are responsible and liable for any damage and/or loss during transport to Twindis.

Warranty

Am I entitled to a warranty?

Each product comes with a limited warranty period. You can find this period for each product on your invoice.

How do I claim a warranty?

If you experience an issue with a product from Twindis within the specified warranty period, please submit the product as an RMA via the return form. You will receive notification once your request has been processed.

Complaints

How do I submit a complaint?

You can easily submit a complaint by contacting our customer service or via sales@twindis.com.

What should I include when submitting a complaint?

A detailed description of your complaint enables us to provide a quicker and more suitable solution. Use our contact form to share relevant information with us, including customer, order, or invoice numbers, URLs, screenshots, photos, and any other relevant details.

What is the usual response time for complaints?

We aim to respond to your complaint within 24 hours and will indicate how much time we need to provide a solution in our response. You will always receive a full, detailed response within 14 days.

What types of complaints can I report?

You can report any complaints related to our services. If you have a defect with the product, you can submit an RMA request.

What are the possible solutions for my complaint?

We strive to resolve your complaint in the best possible way. We will contact you and actively seek the most suitable solution. If you are not satisfied with the resolution of your complaint as a business customer, you have the option to submit it for mediation to Thuiswinkel.

If you are not satisfied with the handling of your complaint, you can submit it to the Geschillencommissie Thuiswinkel, Postbus 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Geschillencommissie via the European ODR Platform (http://ec.europa.eu/consumers/odr/).