Overview
At Twinlight Technologies LLC, we want you to be satisfied with your purchase. This Return & Refund Policy applies to products sold by Twinlight Technologies LLC and related accessories or components, unless otherwise stated in writing at the time of purchase.
Our refund and returns policy lasts 30 days from the date of delivery. If 30 days have passed since your purchase, we may not be able to offer a full refund or exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all included parts, accessories, manuals, and documentation.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Non-returnable items
Certain items are not eligible for return or refund, including:
- Downloadable software products
- Activated software licenses, subscription services, or digital access credentials
- Gift cards
- Custom-built, made-to-order, or specially configured items
- Products that have been installed, modified, misused, or damaged after delivery
- Items missing parts or accessories not due to our error
If Arclight Guardian or KinetiVolt includes software, firmware-based activation, cloud-connected services, or digital account features, those digital elements may be non-refundable once activated, accessed, downloaded, registered, or used, except where required by law.
Partial refunds
In certain situations, only partial refunds may be granted, including:
- Any item not in its original condition
- Any item that is damaged or missing parts for reasons not due to our error
- Any item returned more than 30 days after delivery
- Any item showing signs of use, installation, wear, or alteration
- Any product returned without original packaging or required components
Refunds
Once your return is received and inspected, we will notify you by email that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, it will be processed and a credit will automatically be applied to your original method of payment within a reasonable number of business days.
Original shipping charges are generally non-refundable unless the return is the result of our error or a defective product.
Late or missing refunds
If you have not yet received your refund, please first check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please contact us at support@twinlighttech.com.
Sale items
Only regular-priced items may be refunded. Sale, promotional, discounted, clearance, or final-sale items may not be eligible for refund unless required by law.
Exchanges
We replace items only if they are defective, damaged upon arrival, or incorrect due to our error.
If you need to exchange an item for the same product, please email support@twinlighttech.com and send your item to:
Twinlight Technologies LLC
1408 De Falco Way, San Jose, CA 95131
We may require photos, videos, serial numbers, or other information before approving an exchange or return.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you may receive a gift credit for the value of your return, if the return is approved.
If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves before giving it to you, any refund will be issued to the original purchaser.
Shipping returns
To return your product, you should mail it to:
Twinlight Technologies LLC
1408 De Falco Way, San Jose, CA 95131
You will be responsible for paying your own shipping costs for returning your item unless the return is due to our error, a defective product, or damage during shipment.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund unless otherwise required by law.
Depending on where you live, the time it may take for an exchanged product to reach you may vary.
For higher-value returns, we recommend using a trackable shipping service and purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, please contact us promptly at support@twinlighttech.com with your order number and a description of the issue. We may request photographs or other supporting information to evaluate the claim and assist you as quickly as possible.
Need help?
For questions related to returns, refunds, or exchanges, contact us at: