Returns
Need To Return Something? No Problem!
We want you to be happy with your order, but we realize things happen. We are here take care of you, and make the return process as simple as possible. Note that all returns require a Return Merchandise Authorization (RMA) Number. No returns will be accepted after 14 days of receipt.
Wrong, Incomplete, Damaged Or Defective Items
Items sent incorrectly, damaged, incomplete, or defective will be replaced or refunded in full at no cost to you. We want to make it right! Simply contact us within 7 days of order receipt by email at grace@hktwinpro.com to request an RMA number. All products returned must have a RMA Number. We will then give you return instructions. Please return the items to the instructed address in the original box (if possible) within 14 days of order receipt. We highly recommend insuring the package as we are not responsible for damage occurred during shipping. No returns will be accepted after 14 days from receipt.
Damaged During Shipment
If you believe items were damaged or lost during shipment, please take photos of the damage and the box, and contact us immediately by email at grace@hktwinpro.com
Other Returns
Sometimes we all change our minds, and we will accept returns on items that are in new, unused, and sellable condition. The items need to be in the original packaging with all hardware included, with no signs of wear, and have not been installed. If an item has been installed then it is not refundable. There is up to a 20% restocking fee on returned items that are not defective, damaged, or incomplete. If we need to replace parts or fix any damage, that cost will be deducted from the refund amount. We reserve the right to refuse a return not meeting the above requirements. The original shipping costs are not refundable. Once we process your return, we will provide refunds through the original method of payment or provide a gift card with the refund amount. Simply contact us within 7 days of order receipt by email grace@hktwinpro.com to request an RMA number. All products returned must have a Return Authorization Number. We will then give you return instructions. Please return the items to the instructed address in the original box (if possible), using a carrier with a tracking number, within 14 days of order receipt. We highly recommend insuring the package for the purchase price as we are not responsible for damage occurred during shipping. Customers are responsible for all shipping costs. No returns will be accepted after 14 days from receipt.
We are sorry but the following items are not returnable.
- Items that have been installed are not returnable.
- Custom, closeout, and discontinued items are not returnable.
- Items that specifically say they are not returnable.
- Shipping Charges are not refundable.
Order Cancellation
In the event you wish to cancel your order please contact us immediately by email grace@hktwinpro.com. Any order that has not been processed can be canceled without any fees. Once an order is processed we can not cancel the order, but you can return it.
Warranty
Each product sold by Shop TwinGro is warrantied by the manufacturer for material and manufacturing defects. You can find the warranty period on the Warranty tab on the product page. In the event you find the need to make a warranty claim, please contact the US or manufacturer.
To Start A Return Request contact us by email grace@hktwinpro.com to request an RMA number.
Return Process
Step 1- Request A Return Authorization (RMA) Number Within 7 Days Of Receipt- No Returns will be accepted without an RMA #
Step 2- Package & Ship Product Back Within 14 Days From Delivery Date
Step 3- Once Received We Process Your Return And Get You Your Refund