Returns, cancellations and refunds
Effective November 2, 2026
Standard equipment returns
You may request a return of eligible standard equipment within 30 calendar days after delivery or confirmed pickup. To qualify for a change-of-mind return, the equipment must be unused, uninstalled, unmodified and complete, with its original protective packaging or crate, manuals and supplied accessories. Opening packaging carefully to inspect the delivery does not by itself make the item ineligible. Damage, defects and incorrect shipments are handled separately below.
Start with return authorization
Email sales@twisteddistro.com with your order number, model, reason for return and photographs of the item and packaging. We will review the request and provide written return authorization, the correct receiving address and shipping instructions. Do not ship an item back or take it to a supplier warehouse before receiving authorization. If your request is made within the 30-day window, time spent waiting for our authorization will not make the request late. Tender the authorized return to the agreed carrier within 14 calendar days after we provide the instructions, unless we agree to another date in writing.
Costs for a change-of-mind return
A 20% restocking fee applies to the returned equipment price actually paid, after discounts and before tax and freight. The customer pays the original outbound freight and the return freight for a change-of-mind return. Outbound freight already performed is not refundable for such returns. We will explain the expected return freight and restocking deduction before you authorize the return shipment. Use appropriate protective packaging and the agreed carrier service. If a return arrives damaged or incomplete, we will document the issue and discuss any effect on eligibility or the refund before making an additional deduction. The same freight charge will not be charged twice.
Custom and special-order products
An item is excluded from change-of-mind returns only when its custom, made-to-order or other nonreturnable status is clearly disclosed and agreed before purchase. A product is not automatically nonreturnable simply because it is large or ships directly from a supplier. Any special cancellation terms must also be disclosed before purchase. These exclusions do not remove remedies for a defective, damaged or incorrect item or rights provided by law.
Damaged, defective or incorrect shipments
Contact us promptly with the order details and supporting photographs. We will help arrange the appropriate replacement, repair, return or refund. A confirmed shipping error or damage present on delivery is not treated as a change-of-mind return: no restocking fee applies, and we cover reasonable authorized return freight for the remedy. If a refund is the agreed remedy, it includes the affected item price, associated outbound shipping and applicable tax. Later warranty claims follow the written manufacturer warranty for the exact model. We will help identify that policy and its process. Manufacturer warranties differ by product; we do not promise one blanket warranty period or on-site labor coverage.
Cancellations before shipment
Contact us as soon as possible to request cancellation. Standard equipment orders canceled before release to the supplier or warehouse receive a full refund without a cancellation fee. Once an order has been released, we must confirm whether it can still be stopped. Any deduction is limited to documented, nonrecoverable supplier or carrier charges specifically disclosed and agreed before purchase. For custom or special-order equipment already in production, the cancellation terms agreed before purchase apply. If equipment has already shipped, a change-of-mind cancellation or refusal is handled under the return terms, including applicable freight and restocking costs. Delay-related cancellation rights described in our shipping policy still apply.
Refunds
For an approved standard return, we will inspect the item and issue the refund to the original payment method within 10 business days after receipt at the authorized return location. We will provide the refund calculation, including any agreed deductions and applicable tax adjustment. If there is a documented eligibility issue, we will contact you within that period to explain it. Cancellation refunds for unshipped standard orders are issued promptly and within 7 business days after cancellation. Your bank or payment provider may need additional time to post the credit. Refunds required sooner by law are issued within the applicable deadline. A refund will not be substituted with store credit unless you choose that option.
Your rights and contact
These policies do not limit rights that cannot be excluded under applicable law. Questions or return requests should be sent to sales@twisteddistro.com. Return addresses are provided with the authorization so your equipment reaches the correct receiving location.