Warranty and Returns

Overview
This policy applies to purchases from TWIG COMMERCE (PTY) LTD (“Twig Store”). Proof of purchase is required for all requests.

Warranty Coverage

  • 12-month limited warranty on AULA keyboards for defects in materials or workmanship from the date of delivery.
  • Under South Africa’s Consumer Protection Act (CPA), defective goods may be returned within 6 months for repair, replacement, or refund (if not due to misuse).
  • Warranty covers: non-functional keys/switch matrix, PCB faults, battery failure under normal use, charging faults.
  • Not covered: wear & tear, liquid/impact damage, mods/firmware flashing, cosmetic damage (scratches, keycap wear), misuse or incorrect voltage/cables.

Dead on Arrival (DOA)

  • If your item is faulty on arrival, notify us within 7 days with photos/video.
  • We’ll arrange a replacement or refund once confirmed.

Change-of-Mind Returns

  • Unopened/unused items may be returned within 7 days of delivery.
  • Return shipping is at the customer’s cost. Refunds are processed after inspection.

How to Start an RMA

  1. Email support@twigstore.co.za with order #, description of the issue, and photos/video.
  2. We’ll reply with an RMA number and shipping instructions.
  3. Pack securely with all original accessories (cable, keycap puller, dongle, manuals).
  4. Ship the item back (or we’ll arrange a courier label if applicable).

Assessment & Remedies

  • Turnaround after the item reaches us: 5–10 business days.
  • If the fault is confirmed: we will repair, replace, or refund depending on stock availability and CPA rights.
  • If no fault found or damage is due to misuse, we’ll return the product to you (return courier may be charged).

Refunds

  • Refunds are issued to the original payment method (via PayFast) within 3–7 business days after approval.
  • Shipping fees are non-refundable unless the product is confirmed faulty/DOA.

Packaging Notes (Keyboards)

  • Keep the original box, inner foam, cable, dongle, and accessories — they’re required for warranty service.
  • Back up any custom keycaps or switches you’ve added; remove mods before sending.

Contact
📧 support@twigstore.co.za
TWIG COMMERCE (PTY) LTD — Pretoria, South Africa