At Twistura, we are committed to providing high-quality audio products and ensuring a satisfying customer experience. If you experience any issues with your purchase, our support team will do our best to assist you.

This Return & Refund Policy applies to products purchased directly from twistura.com.

For products purchased from authorized dealers or other platforms, please contact the original seller for return or exchange assistance.

1. 30-Day Return Policy

Customers may request a return within 30 days after receiving the product.

To be eligible for a return, the product must meet the following conditions:

• The product must be in original and resalable condition.
• The product must include all original packaging, accessories, manuals, cables, ear tips, and included items.
• The product must not have any visible damage, scratches, signs of misuse, or missing components.
• The product must be returned with proof of purchase.
• Please contact Twistura Support before returning any product. Unauthorized returns may not be accepted.

Email:
support@twistura.com

2. Return for Personal Reasons (Change of Mind)

Returns due to personal reasons include but are not limited to:

• I don't like the sound signature.
• The product does not meet personal expectations.
• Changed my mind after purchase.
• Purchased the wrong model.
• No longer need the product.
• Any other reasons based on personal preference, subjective opinions, or circumstances unrelated to product defects or quality issues.

For these situations:

•  Customers are responsible for all return shipping costs.
•  Customers are responsible for any customs duties, taxes, or clearance fees incurred during the return process.
•  Original shipping fees are non-refundable.
•  Twistura does not provide prepaid return labels for personal preference returns.
• The refund will only include the product value after the returned item has been inspected and approved.

3.  Defective Product & Quality Issues

If your product has a confirmed manufacturing defect, Twistura will provide after-sales support according to the warranty policy.

Examples of manufacturing defects include:

• One side of the earphone has no sound.
• Cable failure under normal use.
• Manufacturing-related performance issues.

To help us quickly identify and resolve the issue, please provide:

• Order number
• Product model
• Detailed description of the issue
• Photos or videos showing the problem

After evaluation, Twistura may provide:

• Troubleshooting assistance
• Replacement parts
• Product replacement
• Repair service

For confirmed manufacturing defects within the warranty period, Twistura will cover the necessary solution according to the case.

4. Return Process （RMA）

Before returning any product, customers must contact Twistura Support and receive return authorization. Please do not send any products back before receiving confirmation from Twistura. Unauthorized returns may not be accepted.

Step 1: Submit Return Request

Customers must provide the following information to help Twistura evaluate the return request:

• Order number
• Proof of purchase
• Customer name and contact information
• Product model
• Reason for return
• Detailed description of the issue
• Photos or videos showing the product condition or reported problem

Twistura will review the provided information and evaluate the request.

Step 2: Wait for Twistura Confirmation

After reviewing the submitted information, Twistura will provide further instructions and confirm whether the return request is approved.

Customers should wait for Twistura's confirmation before shipping any products.

Step 3: Prepare and Ship the Return Package

Once the return request is approved by Twistura:

Customers must: Return the original product.

• Include the original packaging, accessories, cables, ear tips, manuals, and all items included in the original package.
• Ensure the product is properly protected during transportation.
• Take photos of the complete package and product condition before shipment and provide them to Twistura for confirmation.

After shipping, customers must provide:

• Return tracking number
• Tracking website/link
• Shipping confirmation details

Please note:

Customers are responsible for ensuring the returned package is shipped with a valid tracking service.

Twistura is not responsible for any return package that is lost, damaged, delayed, or undelivered during return transit.

Refunds or exchanges will only be processed after Twistura receives and inspects the returned product.

5. Refund Processing

Once the returned product arrives and passes inspection:

• Refunds will be processed within 3–6 business days.
• Refunds will be issued to the original payment method.

Please note:

• Bank processing times may vary.
• PayPal, credit cards, and other payment providers may require additional processing time.
• Any payment processing fees charged by the payment provider may not be refundable.

6. Exchange Policy

If you receive a product with a confirmed manufacturing defect or receive an incorrect item due to a Twistura fulfillment error, Twistura will provide exchange assistance after verification.For personal preference exchanges:

Defective or Incorrect Products

For products that are confirmed to have:

• Manufacturing defects
• Functional issues upon arrival
• Incorrect products shipped due to Twistura's fulfillment error

Twistura will provide an appropriate solution after verification.

If the customer chooses to return the product for replacement:

• Twistura will cover the necessary return shipping cost.
• Twistura will cover the shipping cost for sending the replacement product.
• Customers must follow Twistura's return instructions and provide valid tracking information.

If the customer prefers to keep the product instead of returning it, Twistura may provide an alternative solution at its discretion, such as a partial refund, replacement accessories, or other compensation depending on the specific situation.

7. Non-Returnable Items

Due to hygiene considerations, product protection requirements, and the nature of customized products, the following items are not eligible for return or exchange:

• Ear tips / Eartips (once opened or used)
• Accessories and replacement parts (including cables, adapters, cases, and other accessories once opened or used)
• Opened or damaged packaging materials Free gifts, promotional items, or complimentary products
• Customized products, including UIEM/CIEM products
• Products that are missing original accessories, packaging, or included items

For hygiene and safety reasons, opened personal-use accessories cannot be resold and therefore cannot be accepted for return.

All return requests are subject to Twistura's inspection and approval process.

8. Customized Products (UIEM / CIEM)

Custom products are made specifically for each customer.

Therefore:

• Cancellation is only accepted before production begins.
• Returns or refunds are not accepted once production has started.

If a custom product has a confirmed manufacturing defect, Twistura will provide repair or after-sales support.

9. Warranty Coverage

Twistura provides limited warranty coverage for products purchased from Twistura official channels or authorized dealers.

Warranty period:

• Earphones/IEMs: 1 year 
• Cables and Accessories: 3 months 
• Gifts: Not covered unless otherwise stated

The warranty period starts from the purchase date.

10. Warranty Does Not Cover

Warranty does not apply to:

• Accidental damage
• Drops, impacts, or physical damage
• Water/liquid damage
• Improper storage
• Unauthorized repairs or modifications
• Damage caused by misuse
• Normal wear and tear
• Lost or stolen products

Contact Us

If you have any questions regarding returns, refunds, or warranty service, please contact:

Twistura Support Email: support@twistura.com

We will respond as soon as possible and help resolve your issue.