Twinstone Watches is operated by Twinstone Solutions LLC, a Florida limited liability company. DBA Twinstone Watches. 

Customer Service: Info@TwinstoneSolutions.com

Last Updated: August 28, 2026

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REFUND & RETURN POLICY

Twinstone Watches is operated by Twinstone Solutions LLC, a Florida limited liability company, DBA Twinstone Watches.

We want customers to be satisfied with their purchase while also protecting the condition and limited availability of our watches.

Return Requests

Return requests may be submitted within 30 calendar days from the date the order is delivered.

All return requests are reviewed and accepted on a case-by-case basis. Submission of a return request does not automatically guarantee that the return will be approved.

To request a return, email info@TwinstoneSolutions.com within 30 calendar days of delivery. Please include your name, order number, and reason for requesting the return.

Return Condition Requirements

To be considered for a return, the watch must be:

• Unworn and unused

• In new and original condition

• Free from scratches, damage, alteration, or signs of wear

• Returned with all original packaging, straps, accessories, documentation, and other included items

• Returned with all original factory/shipping anti-scratch protective stickers still attached, unremoved, and in their original positions

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Removal of any protective anti-scratch sticker may make the watch ineligible for return.

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Twinstone Watches reserves the right to deny a return if the watch or included materials do not meet these requirements or otherwise show evidence of use, wear, damage, modification, or alteration.

Return Shipping

Unless the return is the result of an incorrect, damaged, or defective item supplied by Twinstone, the customer is responsible for return shipping costs.

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Customers should use a trackable and adequately insured shipping service. Twinstone is not responsible for returned merchandise that is lost or damaged before it is received by us.

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If Twinstone determines that we shipped an incorrect item or that an item arrived damaged or defective, we will provide or reimburse reasonable return shipping costs.

Refunds

Approved returns will be inspected after receipt. If the return is accepted, the refund will be issued to the original payment method.

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Original shipping charges are not refundable for discretionary returns unless otherwise determined by Twinstone Watches or required by applicable law.

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Please allow several business days after a refund is processed for your bank or card issuer to post the credit to your account.

Cancellations

Orders may be canceled for a full refund if the cancellation request is received before the order has shipped. Once an order has shipped, the customer must follow the return-request process described above.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact info@TwinstoneSolutions.com as soon as reasonably possible. Include your order number and photographs showing the issue.

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Because Twinstone watches are produced in limited quantities, an identical replacement may not always be available. When replacement inventory is unavailable, Twinstone Watches may provide another appropriate remedy, including a refund.

Consumer Rights

Nothing in this policy limits any rights or remedies available to a customer under applicable federal, state, or local law.

 

 

SHIPPING POLICY

Twinstone Watches is operated by Twinstone Solutions LLC, a Florida limited liability company.

Order Processing and Shipment

In-stock orders will normally ship within 1–7 calendar days after payment is successfully processed.

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The 1–7 calendar day period refers to the time required for Twinstone Watches to process, package, and transfer the order to the shipping carrier. It does not represent the carrier's delivery time.

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Once your order has shipped, transit time will depend on the shipping service selected, destination, carrier operations, weather, holidays, and other circumstances outside our control.

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If we are unable to ship your order within the stated timeframe, we will notify you and provide information regarding the delay. Where required by applicable law, customers will be given the opportunity to accept the revised shipping timeframe or cancel the affected order for a refund.

Shipping Rates

Available shipping methods and applicable shipping charges will be displayed during checkout before the order is submitted.

Tracking

When tracking is available, tracking information will be provided after the order has shipped.

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Please allow time for the carrier's tracking system to update after the shipping label has been created and the package has entered the carrier's network.

Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

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If you discover an error in your shipping information, contact info@TwinstoneSolutions.com as soon as possible. We will make reasonable efforts to correct the address before shipment, but we cannot guarantee that an address can be changed after an order has entered the fulfillment or shipping process.

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Additional shipping costs resulting from an incorrect or incomplete address supplied by the customer may be the customer's responsibility where permitted by law.

Lost Shipments

If tracking indicates that a shipment has been lost in transit, contact info@TwinstoneSolutions.com. We will work with the carrier to investigate the shipment.

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If a shipment is confirmed lost before delivery, Twinstone Watches may provide a replacement, subject to product availability, or an appropriate refund.

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If carrier tracking shows an order as delivered but you cannot locate the package, please contact us promptly so that we can assist with a carrier investigation.

Damaged Shipments

If your package arrives damaged, please retain the watch, shipping container, packaging materials, and shipping label and contact info@TwinstoneSolutions.com as soon as reasonably possible.

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Photographs of the packaging and merchandise may be required to process a shipping claim, replacement, or refund.

International Orders

International customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or other governmental or carrier charges imposed by the destination country unless those charges are expressly included during checkout.

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Customs processing may delay delivery, and Twinstone Watches cannot guarantee international delivery dates.

Customers are responsible for ensuring that products ordered from Twinstone Watches may lawfully be imported into their destination country.

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If an international shipment is refused, abandoned, or returned because the recipient does not pay required customs or import charges, any approved refund may be reduced by actual nonrefundable shipping, customs, or carrier expenses where permitted by law.

Questions

Questions regarding an order, return, or shipment should be sent to info@TwinstoneSolutions.com.

 

 

TWINSTONE 1-YEAR LIMITED WARRANTY

Twinstone Watches is operated by Twinstone Solutions LLC.

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Twinstone Watches provides a one-year limited warranty against manufacturing defects for watches purchased directly from Twinstone Watches. The warranty period begins on the original date of delivery.

What This Warranty Covers

This limited warranty covers defects in the watch that are determined by Twinstone Watches to have resulted from a defect in materials, manufacturing, or assembly under normal use.

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If a covered manufacturing defect is confirmed during the one-year warranty period, Twinstone Watches will first make a reasonable effort to repair the watch.

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Because Twinstone watches are produced in very small quantities and incorporate certain custom and bespoke components, replacement parts and complete replacement watches may not be available.

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If a manufacturing defect is confirmed and Twinstone determines that the watch cannot reasonably be repaired and a suitable replacement is unavailable, a refund will be issued for the affected watch.

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Repair, replacement, or refund determinations will be made by Twinstone Watches after evaluation of the individual claim.

Limited Production & Parts Availability

Twinstone watches are produced in limited quantities. Many components were manufactured specifically for a particular Twinstone production run and may not be available once that production run has been completed.

As a result, we cannot guarantee that every component can be repaired or replaced.

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Certain mass-produced components, such as the watch movement, may be more readily serviceable or replaceable. Bespoke components—including certain dials, hands, cases, casebacks, crowns, bezels, and other model-specific parts—may be extremely limited or unavailable.

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Twinstone will make a reasonable effort to repair a covered manufacturing defect, but repair or replacement cannot be guaranteed.

Straps Are Not Covered

Watch straps, bands, buckles, and other included strap components are not covered by this limited warranty.

Straps are considered wear items and may naturally show signs of use, aging, stretching, discoloration, abrasion, or deterioration over time.

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Water Resistance & Crown Use

Water-resistance ratings vary by model and are stated in the specifications for each watch. A stated water-resistance rating applies only when the watch is used as intended and the crown is fully seated and, where applicable, properly screwed down. Water resistance depends on the integrity of the case, crown, crystal, gaskets, and seals.

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Water intrusion is covered by this limited warranty only when Twinstone Watches determines that it resulted from a manufacturing or assembly defect.

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Water intrusion or damage is not covered when caused by improper use, including:

• Failure to fully seat the crown and, where applicable, screw it down before exposure to water

• Operating or adjusting the crown while the watch is wet or submerged

• Exposure beyond the watch's stated water-resistance rating

• Impact, damage, unauthorized service, or other conditions that compromise the case, crown, crystal, gaskets, or seals

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It is the owner's responsibility to ensure the crown is fully seated and, where applicable, properly screwed down before any contact with water. Forgetting to secure the crown is not a manufacturing defect, and any resulting water intrusion or damage is not covered by this warranty.

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Twinstone Watches may require inspection and pressure testing when evaluating a water-related warranty claim.

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What This Warranty Does Not Cover

This limited warranty does not cover damage resulting from:

• Dropping or impacting the watch

• Water intrusion or water damage caused by an improperly secured crown, improper use, or conditions other than a manufacturing or assembly defect

• Accidents or physical damage

• Scratches, dents, chips, or other cosmetic damage

• Normal wear and tear

• Damage to the crystal resulting from impact

• Misuse, abuse, or negligence

• Unauthorized modification, disassembly, or repair

• Improper operation or adjustment of the watch

• Damage caused by chemicals, extreme conditions, or inappropriate use

• Loss or theft

• Watch straps, bands, or strap hardware

• Damage that is not attributable to a manufacturing or assembly defect

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Damage caused by dropping the watch is specifically excluded, even if the resulting damage affects the movement, crystal, hands, case, crown, or other components.

Warranty Claims

All warranty claims must be coordinated directly with Twinstone Watches by email at info@TwinstoneSolutions.com.

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Please include:

• Your full name

• Order number

• Date of purchase

• A detailed description of the problem

• Clear photographs of the watch

• Close-up photographs showing the suspected defect

• Any additional photographs, video, or information reasonably requested by Twinstone Watches to evaluate the claim

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Providing photographs does not guarantee approval of a warranty claim. Twinstone Watches may require the physical watch to be returned for inspection before determining whether the issue qualifies as a manufacturing defect.

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Please do not ship a watch to Twinstone without first receiving return instructions by email.

Inspection and Determination

Warranty claims are evaluated individually.

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Twinstone Watches will determine, based on the available evidence and inspection of the watch when necessary, whether the reported issue constitutes a covered manufacturing defect.

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If the issue is determined to be a covered defect, Twinstone will determine whether repair, replacement, or refund is the appropriate remedy based on the nature of the defect and availability of parts or replacement inventory.

Non-Warranty Repairs

Twinstone Watches is not a full-service watch repair facility.

Requests for repairs that are not covered by this limited warranty may be considered on a case-by-case basis, but Twinstone does not guarantee that repair services will be available.

Non-warranty repairs will generally be at the expense of the owner, including applicable parts, labor, and shipping costs.

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Our ability to perform repairs is limited by the availability of components. Mass-produced components, such as the movement, may be repairable or replaceable. However, many Twinstone-specific components are bespoke and were manufactured in limited quantities. Once those components are exhausted, repairing certain types of damage may simply not be possible.

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Twinstone Watches may also recommend that the owner seek service from a qualified independent watchmaker when appropriate.

Limitation of Warranty

This warranty applies only to manufacturing defects discovered during the stated one-year warranty period. It is not an insurance policy and does not cover accidental damage, normal wear, loss, theft, or damage caused by the owner.

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Nothing in this limited warranty is intended to limit any rights or remedies that cannot legally be limited under applicable consumer-protection law.