Warranty Policy

Policies

Warranty Policy

Your new Twisted Engineering product is warranted to be free from defects in materials and workmanship, subject to the limitations as set forth by our policies.

If at any time within the warrantied period, your product should malfunction as a result of faulty materials or craftsmanship, we will repair the defect(s) or replace the product, as it deems appropriate at our sole discretion. Twisted Engineering reserves the right to use materials regularly utilized at the time of the repair in the event that original materials are no longer available. If replacement of the product is deemed appropriate by our staff, we will replace the product with one of the same or most similar style of a comparable value to the original purchase price of the product.

In the unlikely event that a product, while in the possession of Twisted Engineering for repair, should become lost or destroyed, we will replace the product that product with one of the same or most similar style of a comparable value to the original purchase price of the product. Any insurance, including but not limited to property insurance, must be carried by owner at owner’s expense.

THIS WARRANTY IS EXTENDED TO THE ORIGINAL REGISTERED OWNER ONLY AND MAY NOT BE TRANSFERRED OR ASSIGNED TO SUBSEQUENT OWNERS. IN ORDER TO VALIDATE YOUR WARRANTY, AND AS A CONDITION PRECEDENT TO WARRANTY COVERAGE HEREUNDER, YOU (THE ORIGINAL PRODUCT OWNER) MUST RETURN YOUR WARRANTY REGISTRATION CARD, POSTMARKED WITHIN FIFTEEN (15) DAYS FOLLOWING YOUR RECEIPT OF THE PRODUCT, OR THEREBY WAVE YOUR RIGHT TO WARRANTY COVERAGE. ADDITIONALLY, A COPY OF YOUR PROOF OF PURCHASE OR SALES RECEIPT MUST ACCOMPANY ALL REQUESTS FOR WARRANTY COVERAGE.

The warranty set forth is exclusive and in lieu of all others, oral or written, expressed or implied, including warranties of merchantability and fitness for a particular purpose, and are hereby limited to the duration of the express warranty applicable to the particular product, and to the particular portion or part of the product in question.

No other warranty, expressed or implied, has been made or will be made on behalf of Twisted Engineering with respect to our products or their parts, or the operation, repair, or replacement of the products and their parts. Furthermore, no representative of Twisted Engineering, or any authorized reseller, is authorized to make changes to our warranty policy on our behalf.

In no event will Twisted Engineering be liable for any damages, including incidental or consequential damages, arising out of the use or inability to use a product.

Likewise:
  • This warranty is extended to the validated original registered owner only and may not be transferred or assigned to subsequent owners.

  • Natural variations in color, texture, physical distressing, and other inherent features of manufacturing, as well as material characteristics are not considered defects under this warranty.

  • Full-grain leather is a natural product, thus some variations in shade and tone are to be expected. The wrinkles, skin folds, and scars are authentic and a natural part of the leather. These characteristics enhance the beauty and quality of the hides and are not considered defects. Daily dusting using a dry, clean, cotton cloth is recommended for all leather upholstery. Learn more about how to care for your leather.

  • Irregular surface appearance in any pile fabric such as chenille or velvet is normal and is not considered a defect. Pile distortion may occur when the fabric is flattened or crushed, altering and amplifying the angle of light reflection and resulting in a more dramatic contrast between light and dark on the fabric surface. Due to the nature of how velvets are woven and cut, expect some pile crushing as well as matting when selecting this type of fabric. Regular vacuuming is recommended for care of all upholstery fabrics.

  • Sunlight will cause wood, finishing materials, and fabrics to change color. These are considered natural characteristics of the materials and are not considered defects under this warranty.

  • Some industrial disinfecting products may damage your product’s finish, and this of course would not be considered a defect under this warranty. If you are unsure as to the safe usage of a particular disinfectant, it is recommended you test it on a small corner of your product prior to engaging the entire product.

  • Twisted Engineering strives to provide an accurate representation of all finishes, fabrics, and materials displayed on our website or in our catalogs; however, due to changes in lighting and a wide variety of resolution qualities available on different monitors, displays, and printers, some color variation is possible and are not considered defects under this warranty.

THIS WARRANTY DOES NOT COVER:
  • Any product purchased from an unauthorized reseller, or upon which unauthorized repair or service has been performed.

  • Any product whose warranty card has been altered or upon which false information has been given.

  • Any product that has been altered or modified in any way.

  • Any product that has been damaged due to negligence, abuse, accident, or improper operation.

  • Any product that has been subjected to extremes of humidity or temperature.

  • Any product damaged due to exposure to outdoor elements.

  • Any product used outside of normal residential usage – including, but not limited to, inadequate or improper maintenance or care, exposure to water, salt, air, chemicals, accidents, any use for which the product was not designed or intended, or commercial use (including rental, business, commercial, institutional, or any other non-residential use.

  • Any products designated “as is”, “final sale”, “clearance”, or “discontinued” at time of purchase.

  • Samples.

  • Normal wear and tear (i.e. worn cushions, scratches, damages to or discoloration of the products finish).

  • Shipping damages of any kind.

Some states and countries regulate warranty limitations, such as how long a warranty can or must last, the exclusion or limitation of incidental or consequential damages, etc. in such cases the above limitations may not apply.
Infused Aftercare Salves – No Warranty
Due to the specific nature and composition of this product, all Infused Aftercare Salves have been classified as “final sale” items, by such any warranty, expressed or implied, has been disclaimed.
Graphic Clothing – Thirty (30) Day Limited Warranty
Twisted Engineering employs the services of Printful, Inc., a third party Direct-To-Garment (DTG) printing agency, to print graphics (owned and licensed by us) onto chosen textiles (sourced by them) using specialized aqueous ink jet technology at the time of your order. As these items are not manufactured, sourced, printed, or shipped by Twisted Engineering, any warranty, expressed or implied, by us has been disclaimed. However, these items are warranted by Printful, Inc. to be free of defects in materials and workmanship for a period of thirty (30) days from the date of the delivery.

Tack Inserts – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all tack (bra, panty, etc.) inserts are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.
Bondage Rope – No Warranty
Due to the specific nature and composition of this product, all bondage rope (e.g. jute, hemp, P.O.S.H.) has been classified as “final sale” items, by such any warranty, expressed or implied, has been disclaimed.

Cut Rope Policy: Here at Twisted Engineering, we firmly believe that one of the most important tenants of what we do is helping to ensure the safety of those involved in our community. Therefore, should you find yourself in a situation in which you need to cut your bondage rope, please don’t ever hesitate to do so (in a safe manner). Your rope bunny/model/bottom/partner etc. is way more important than any bondage rope … 100% ALWAYS!! To help promote this safety-first mindset, Twisted Engineering has pledged to replace our bondage rope should an emergency cut be made. See our Cut Rope Policy for details.

Rope Care Products – No Warranty
Due to the specific nature and composition of this product, all rope care products (e.g. Rope Oil, Rope Wax, Rope Butter) have been classified as “final sale” items, by such any warranty, expressed or implied, has been disclaimed.

Furoshiki Rope Bags – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all Furoshiki Rope Bags are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.
Acetal (Delrin®) – Limited Lifetime Warranty
Subject to the limitations and exclusions described herein, all acetal cane shafts are warranted by Twisted Engineering to be free of defects in materials and workmanship for the normal useful life of the product from the date of the delivery, when used under normal conditions.

Grip – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all cane grips are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Miscellaneous Components and Materials – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all remaining materials not otherwise specified are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.
Neoprene – Limited Lifetime Warranty
Subject to the limitations and exclusions described herein, all neoprene falls are warranted by Twisted Engineering to be free of defects in materials and workmanship for the normal useful life of the product from the date of the delivery, when used under normal conditions.

Leather – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all leather grips and falls are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Genuine Leather is a commitment. Regular cleaning and conditioning is required to ensure it remains soft and supple, and should only be performed with care products specifically formulated to clean, condition, and protect fine leathers. While it is generally recommended to condition leather at a minimum of every 6 months, customers who reside in dryer climates (hot or cold) should condition their products more frequently, and of course leather should always be conditions any time it begins feeling less supple, dull, or faded. Learn more about how to care for your leather.

Shade Variations are expected in genuine leathers, not only between hides, but within an individual hide itself. These minor differences in color and shading are not considered defects.

Stitching – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all stitching is warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Miscellaneous Components and Materials – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all remaining materials not otherwise specified are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.
Frame – Limited Lifetime Warranty
Subject to the limitations and exclusions described herein, all furniture frames are warranted by Twisted Engineering to be free of defects in materials and workmanship for the normal useful life of the product from the date of the delivery, when used under normal conditions.

Leather – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all leather upholstery is warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Genuine Leather is a commitment. Regular cleaning and conditioning is required to ensure it remains soft and supple, and should only be performed with care products specifically formulated to clean, condition, and protect fine leathers. While it is generally recommended to condition leather at a minimum of every 6 months, customers who reside in dryer climates (hot or cold) should condition their products more frequently, and of course leather should always be conditions any time it begins feeling less supple, dull, or faded. Learn more about how to care for your leather.

Shade Variations are expected in genuine leathers, not only between hides, but within an individual hide itself. These minor differences in color and shading are not considered defects.

Fabric – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all fabric upholstery are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Dye-Lot Variations in fabric color will occur not only between different lots, but often within a roll itself. A commercial match refers to a dye-lot variation that is considered acceptable to a production standard. Thus, a 10% shade variation is acceptable. These minor differences in color and shading are not considered defects.

Stitching – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all stitching is warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Cushion Material – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all cane grips are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Our Cushion Cores are constructed using premium high-resiliency closed cell cushioning materials. Flattening of the foam resulting in a loss of resiliency over time is a natural characteristic of any foam, as such it is considered normal wear and tear and not a defect under this warranty.

Hardware – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all hardware components are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Finish – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all finishes are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Our Artisan Finish painstakingly hand crafted using a variety of sanding and polishing techniques and food grade natural finishes, to produce that perfect signature look and feel our customers have come to expect from our products. While we strive to replicate this finish to an exacting standard, each piece is nevertheless a unique work of art culminating from the natural characteristics of the individual raw materials (e.g. species, grain, features, color, etc.), the hand crafted nature of each application, and the individual attention each piece receives. While these differences range in subtlety, we believe they enhance the natural beauty of each piece and therefore are not considered defects under this warranty.

Miscellaneous Components and Materials – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all remaining materials not otherwise specified are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.
Nylon Floggers – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all nylon floggers are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.
Modular Handle – Limited Lifetime Warranty
Subject to the limitations and exclusions described herein, all Modular Handles are warranted by Twisted Engineering to be free of defects in materials and workmanship for the normal useful life of the product from the date of the delivery, when used under normal conditions.

Leather – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all leather handle wraps are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Genuine Leather is a commitment. Regular cleaning and conditioning is required to ensure it remains soft and supple, and should only be performed with care products specifically formulated to clean, condition, and protect fine leathers. While it is generally recommended to condition leather at a minimum of every 6 months, customers who reside in dryer climates (hot or cold) should condition their products more frequently, and of course leather should always be conditions any time it begins feeling less supple, dull, or faded. Learn more about how to care for your leather.

Shade Variations are expected in genuine leathers, not only between hides, but within an individual hide itself. These minor differences in color and shading are not considered defects.

Stitching – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all stitching is warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Cable Cane Head – Limited Lifetime Warranty
Subject to the limitations and exclusions described herein, all Cable Cane Heads are warranted by Twisted Engineering to be free of defects in materials and workmanship for the normal useful life of the product from the date of the delivery, when used under normal conditions.

Miscellaneous Components and Materials – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all remaining materials not otherwise specified are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.
Leather – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all leather is warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Genuine Leather is a commitment. Regular cleaning and conditioning is required to ensure it remains soft and supple, and should only be performed with care products specifically formulated to clean, condition, and protect fine leathers. While it is generally recommended to condition leather at a minimum of every 6 months, customers who reside in dryer climates (hot or cold) should condition their products more frequently, and of course leather should always be conditions any time it begins feeling less supple, dull, or faded. Learn more about how to care for your leather.

Shade Variations are expected in genuine leathers, not only between hides, but within an individual hide itself. These minor differences in color and shading are not considered defects.

Stitching – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all stitching is warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Hardware – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all hardware components are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.
Wood – Limited Lifetime Warranty
Subject to the limitations and exclusions described herein, all wooden paddle bodies are warranted by Twisted Engineering to be free of defects in materials and workmanship for the normal useful life of the product from the date of the delivery, when used under normal conditions.

Epoxy – Limited Lifetime Warranty
Subject to the limitations and exclusions described herein, all epoxy paddle bodies, inlays and augmentations are warranted by Twisted Engineering to be free of defects in materials and workmanship for the normal useful life of the product from the date of the delivery, when used under normal conditions.

Leather – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all leather inlays and augmentations is warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Genuine Leather is a commitment. Regular cleaning and conditioning is required to ensure it remains soft and supple, and should only be performed with care products specifically formulated to clean, condition, and protect fine leathers. While it is generally recommended to condition leather at a minimum of every 6 months, customers who reside in dryer climates (hot or cold) should condition their products more frequently, and of course leather should always be conditions any time it begins feeling less supple, dull, or faded. Learn more about how to care for your leather.

Shade Variations are expected in genuine leathers, not only between hides, but within an individual hide itself. These minor differences in color and shading are not considered defects.

Firehose – Limited Lifetime Warranty
Subject to the limitations and exclusions described herein, all firehose augmentations are warranted by Twisted Engineering to be free of defects in materials and workmanship for the normal useful life of the product from the date of the delivery, when used under normal conditions.

Hardware – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all hardware components are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Finish – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all finishes are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Our Artisan Finish painstakingly hand crafted using a variety of sanding and polishing techniques and food grade natural finishes, to produce that perfect signature look and feel our customers have come to expect from our products. While we strive to replicate this finish to an exacting standard, each piece is nevertheless a unique work of art culminating from the natural characteristics of the individual raw materials (e.g. species, grain, features, color, etc.), the hand crafted nature of each application, and the individual attention each piece receives. While these differences range in subtlety, we believe they enhance the natural beauty of each piece and therefore are not considered defects under this warranty.

Miscellaneous Components and Materials – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all remaining materials not otherwise specified are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.
Wax – No Warranty
Due to the specific nature and composition of this product, all Wax Play Wax (e.g. Pourables, Pillars, Shorties, etc.) have been classified as “final sale” items, by such any warranty, expressed or implied, has been disclaimed.

Glass Carafes – Thirty (30) Day Limited Warranty
Subject to the limitations and exclusions described herein, all Wax Play Carafes are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of thirty (30) days from the date of the delivery, when used under normal conditions.

Miscellaneous Components and Materials – No Warranty
Subject to the limitations and exclusions described herein, all remaining materials not otherwise specified have been classified as “final sale” items, by such any warranty, expressed or implied, has been disclaimed.
Nylon Bullwhips – Limited Lifetime Warranty
Subject to the limitations and exclusions described herein, all nylon bullwhips (pummel to the fall hitch) are warranted by Twisted Engineering to be free of defects in materials and workmanship for the normal useful life of the product from the date of the delivery, when used under normal conditions.

Nylon Snakewhips – Limited Lifetime Warranty
Subject to the limitations and exclusions described herein, all nylon snakewhips (pummel to the fall hitch) are warranted by Twisted Engineering to be free of defects in materials and workmanship for the normal useful life of the product from the date of the delivery, when used under normal conditions.

Whip Treatments – No Warranty
Due to the specific nature and composition of this product, all whip treatments (e.g. wax, oil, etc.) have been classified as “final sale” items, by such any warranty, expressed or implied, has been disclaimed.

Nylon Falls – One (1) Year Limited Warranty
Subject to the limitations and exclusions described herein, all remaining materials not otherwise specified are warranted by Twisted Engineering to be free of defects in materials and workmanship for a period of one (1) year from the date of the delivery, when used under normal conditions.

Crackers – No Warranty
Due to the specific nature and composition of this product, all crackers (i.e. Dyneema, Kevlar, etc.) have been classified as “final sale” items, by such any warranty, expressed or implied, has been disclaimed.
  1. Any claim that a product failed to comply with the expressed limited warranty described above (a “warranty claim”), must be initiated by the validated original registered owner with the seller – either Twisted Engineering directly, or the authorized reseller – from which the product was originally purchased.
    • In cases of purchases directly from Twisted Engineering, please follow the steps outlined in our Return Policy to initiate a RMA Request and begin the warranty process.

    • In cases of purchases from an authorized dealer, the dealer will collect the required warranty information. Once the warranty information has been validated, they will submit the claim and complete the warranty process with us on your behalf.
  2. All warranty claims must be accompanied by the following supporting information:
    • Copy of your proof of purchase or a sales receipt
    • Order Number
    • Purchase Date
    • Specific description of the defect or damage
    • Photographs or Video of the defect or damage (upon request)
    • Photographs of the shipping carton (upon request)
  3. Twisted Engineering shall, in our sole discretion, determine whether to allow or deny a warranty claim based on the individual merit of the claim, as outlined in this policy. We reserve the right to deny any warranty claim not accompanied by the required supporting information, or additional information upon request, for failure to comply with our policies.

  4. If a warranty claim is approved, Twisted Engineering shall, in our sole discretion, decide whether to repair or replace the product.
    • If the product is to be repaired, we will make arrangements, either with the customer directly or with the authorized dealer handling the claim, to have the product shipped back to us, at our cost, where it will undergo the repairs.

    • If the product is to be replaced, we will make arrangements, either with the customer directly or with the authorized dealer handling the claim, to have the product shipped back to us, at our cost, at which time the defective product will be inspected, and then replacement product delivered to the customer.
  1. Any claim submitted by a dealer, either on behalf of themselves or their customer, that a product failed to comply with the expressed limited warranty described above (a “warranty claim”), must be initiated and received by Twisted Engineering within the prescribed warranty period as outlined above. Any claim submitted outside the prescribed warranty period will be denied.

  2. The dealer is responsible to verify proof of purchase and warranty eligibility, as well as obtain all required warranty claim supporting information, prior to initiating a warranty claim with Twisted Engineering.

  3. The dealer shall be responsible for relaying all communication and requests to the customer on behalf of Twisted Engineering.

  4. If the claim is approved, the dealer will coordinate with the customer to have the product returned to them. The dealer may, at their discretion, choose to coordinate with Twisted Engineering to arrange a time in which the product may be hand delivered to us (bypassing the shipping time), or, upon request, Twisted Engineering will provide a pre purchased shipping label which may be use to return the product to us.

  5. 5. After repairs or replacement has been made, The dealer may, at their discretion, choose to coordinate with Twisted Engineering to arrange a time in which the product may be picked up directly from us, or, upon request, Twisted Engineering will either ship the product back to the dealer or directly to the customer on the dealers behalf.
Please note that Twisted Engineering will not accept warranty claims for items lost or damaged in shipping, as neither are the direct result of a failure in material or workmanship. Should a product be lost or damaged in transit, including cases in which tracking data indicates the package has been delivered even though no package is present, a claim must be filed with the carrier directly to seek reimbursement.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

The version of this Policy is effective February 12, 2021