Return & Exchange Policy
Twins Mobile — Your satisfaction matters to us.
1. Our Return & Exchange Policy
At Twins Mobile, we aim to provide quality mobile accessories and reliable service. If your order arrives damaged, defective, incorrect, or has another genuine product-related issue, you may contact us to request an exchange.
Every request will be reviewed before an exchange is approved. An exchange is not automatic and depends on verification, product condition, and availability.
2. When Is an Exchange Available?
You may request an exchange if:
- The product arrives physically damaged.
- The product is defective or does not work as described.
- You receive a different product from the one you ordered.
- There is another genuine issue with the product that can be verified.
3. Courier Charges for Exchanges
Additional courier charges may apply when a product is returned or exchanged. The customer will generally be responsible for the applicable return and replacement delivery charges.
If the product arrives damaged, defective, or incorrect, please contact us before sending it back. We will review the issue and confirm the exchange procedure and applicable courier charges before proceeding.
4. When Is an Exchange Not Available?
Twins Mobile is generally not responsible for orders when there is no fault, defect, damage, or other verified issue with the product. We do not ordinarily accept exchanges simply because:
- You change your mind after placing the order.
- You no longer want the product or ordered it by mistake.
- You dislike the product despite it matching its description.
- The product has been damaged through misuse, an accident, negligence, or unauthorized modification.
- The issue results from use contrary to the product instructions.
5. Conditions for an Approved Exchange
Where applicable, the product must:
- Be returned with its original packaging and included accessories.
- Include proof of purchase or a valid order number.
- Be available for inspection and verification by our team.
- Not have been damaged by the customer after delivery.
Some products may have specific warranty or hygiene requirements. We will explain any applicable conditions when reviewing your request.
6. How to Request an Exchange
Follow these steps:
- Contact our support team within 48 hours of receiving the parcel.
- Provide your name, order number, and contact number.
- Send clear pictures or a video showing the product issue.
- Wait for our team to review your request and provide instructions.
- If approved, pack and send the product as instructed.
7. Refunds and Replacements
Our usual resolution for an approved product issue is an exchange or replacement, subject to product availability and applicable law. If a replacement is unavailable or another remedy is required by applicable law, we will discuss the available resolution with you.
Please do not assume that every exchange request qualifies for a refund. Any refund or other remedy will be handled according to the circumstances and applicable consumer-protection requirements.
8. Contact Twins Mobile
Website: twinsmobile.shop
WhatsApp: +92 328 4753967
For a faster response, include your order number and explain the product issue clearly.
