twIIgs Refund and Warranty Policy

Last updated: 8/19/2026

This policy is part of our Terms of Service. It covers returns, refunds, and our product warranty.

Custom poles are final sale

twIIgs poles are built to the configuration you create in our design tool. Custom orders are final at the time of purchase. Once an order is placed, the design cannot be changed, and the order cannot be cancelled, returned, or exchanged for a change of mind, including a change of mind about color.

Review your design before you check out.

Returns

We do not accept returns or exchanges. This applies to all products, including poles, re-grip kits, individual parts, and merchandise.

This does not affect your rights if your order is defective, damaged in transit, or different from what you ordered. Those are covered below.

Color accuracy

Colors on your screen will not match the physical product exactly. Screen calibration, display settings, ambient lighting, and material finish all affect appearance. Variation between production batches is normal.

A color that looks different in person than it did on your screen is not a defect and is not grounds for a return.

If we sent the wrong thing

If we ship the wrong colors, the wrong configuration, or the wrong product, email liam@twiigs.co within 30 days of delivery with your order number and photos. We will correct it at our cost, including any return shipping.

Damage in transit

If your order arrives damaged, photograph the outer box and the contents before unpacking further, and email liam@twiigs.co within 7 days of delivery with your order number and photos. We will replace the damaged product.

Limited warranty

We warrant our products against defects in materials and workmanship for one year from the date of delivery, to the original purchaser.

If a covered defect appears within that year, we will repair or replace the affected component or product. twIIgs selects the remedy.

What is covered

• TPU rings, ledges, and top caps that crack, split, deform, or fail under normal use
• Shafts, locks, grips, baskets, and tips with a defect in materials or workmanship
• Components that arrive damaged or defective

What is not covered

• Normal wear, including cosmetic scratches, scuffs, dulling, and color fading
• Bends, breaks, or deformation caused by impact, crashes, falls, avalanche, or loading beyond normal use
• Damage from using the poles as an anchor, lever, splint, probe, self-arrest tool, tent pole, or anything other than a ski or trekking pole
• Damage from modification, disassembly, applied heat, or use of third-party components
• Damage from improper storage, chemical exposure, or transport
• Loss, theft, or damage in checked baggage
• Products purchased secondhand

Aluminum shafts bend under sufficient load. A bent shaft is a normal outcome of hard use, not a defect, unless it failed under conditions the pole should reasonably have handled.

Making a warranty claim

Email liam@twiigs.co with your order number, clear photos of the issue, and a description of what happened and when. We will respond within 5 business days.

We usually do not need the product back. We reserve the right to request that you return a component or product for inspection before approving a claim. If we ask you to return something and the claim is approved, we cover the shipping.

Refunds

Where we issue a refund, it goes to the original payment method within 10 business days of approval.

Order cancellation by twIIgs

If we cancel your order for any reason, including inventory we cannot fulfill or a pricing error, we refund you in full.

Shipping delays

If we cannot ship within the window stated on the product page and in your order confirmation, we will email you with a revised date and offer you a full refund. You choose whether to wait.

Questions

Email liam@twiigs.co before anything else. Most problems are faster to fix directly, and we would rather sort it out than argue about a policy.

twIIgs LLC 55 N 400 W Logan, UT 84321