General Warranty

We at Twisted Networx are very proud of the reputation we have earned with our customers. Year after year it has stood the test of time. Our business depends on our reputation and that reputation is built purely on customer satisfaction. No one will work harder to make you a loyal customer than we do! Guaranteed! Our warranty policies and procedures are outlined here for your convenience.

Structured Cabling Warranty

All structured cabling solutions provided and installed by Twisted Networx receive a minimum one year warranty on parts and labor. We stand by our work 150% and guarantee it to be free of defects in workmanship.

This warranty does not include repairs made by the customer, negligence, or modifications not made by Twisted Networx. Certain commercial, industrial, and enterprise level projects are eligible to receive our 25 year warranty. If you require the absolute best in warranty service, see our 25 year warranty section for more details.

Documentation & Certification

All testing and certification documents are available to customers in digital format (Excel, Visio, Project, PDF, etc) 30 days after the completion of the project for qualifying projects.

Testing and Labeling

Any and all fiber optic terminations, splicing, or patch cabling is tested for continuity, loss (dB), back-reflection, and TIA EIA standards compliance. All network and telecommunications cabling and connectors are tested for continuity and pin-out acceptance. TIA 606 and TIA 568-B Compliance can be added to projects requiring documented proof of acceptance. All data cables, connectors, and patch cables will be tested to EIA / TIA 568 specifications using a Fluke Intellitone Pro 200 Scanner. All cables, racks, enclosures, patch panels, firestops, demarcs, blocks, and faceplates will be labeled using an electronic labeling device, in accordance with TIA-606A or with a customer's pre-defined labelling scheme, if one is provided prior to installation of the network.

Computer Systems Warranty

Custom systems built by Twisted Networx are warranted for a minimum of one year from the date of sale, to the original purchaser only. *Some systems or specials may have warranties extending as long as three years, depending on the special.

Limited Warranty

Twisted Networx' Limited Warranty covers only defects arising under normal use and does not include malfunctions or failures resulting from damage:

• Caused by failure to provide a suitable installation or operating environment for the product and/or accessories.
• During shipment, other than original shipment to the client if TWS' carrier is used.
• Caused by impact with other objects, dropping, falls, spilled liquids, or immersion in liquids.
• Caused by a power surge or a disaster such as fire, flood, wind, earthquake, or lightning.
• Caused by unauthorized attachments, alterations, repairs, modifications, or foreign objects.
• Caused by accessories.
• Caused by the use of the product or accessories for purposes other than those for which they are customarily used.
• From improper installation or maintenance.
• From failure to clean filters and/or fans.
• Caused by any other abuse, misuse, mishandling, or misapplication of consumer products.
• Caused by accessories or other products or services of companies other than TWS.
• Caused by programs, data, viruses, or other files.
• Or loss resulting from a failure to back-up data or other files.

Return Policy for Turnkey Computer Systems

You may return a custom computer system within 20 days of receipt provided that it returned with all the manuals, software, and accessories that shipped with the system, and the system is in ‘LIKE-NEW’ condition, and the system is returned in its original packaging. There will be a 15% integration and restocking fee, and shipping charges are not refundable. There are no cash refunds. Some custom parts of a system, such as custom cases are not returnable. All installed software that has been registered cannot be returned. Please wait to register your software if you are not sure if you’ll be keeping your system.

Lifetime Support Policy for Custom Computer Systems

Twisted Networx provides extensive support resources for your system for as long as you own your system (non-transferable). Support includes access to resources on the web provided by TWS and its partners, e-mail support, links to drivers, etc. Telephone tech support is available from 10AM till 5PM EST M - F. Additional tech support plans are available. E-mail Support is available 24 hours a day, 7 days a week via This e-mail address is being protected from spambots. You need JavaScript enabled to view it . If you do not have a broadband connection (DSL, Cable, T1, etc.), you should consider getting a fast internet connection. Most free product updates and service packs are available via download only, We do provide updates via CD and UPS for a nominal shipping and handling fee for those who cannot obtain a broadband internet connection. All of our systems are broadband ready!

During this time, the customer may call TWS to speak with a certified technician from our staff team to assess any issues only with:

The original, unmodified operating system and device drivers

The original, unmodified computer hardware and components

Free technical support is not provided for systems purchased on request from customers from other manufacturer's, such as Dell, HP, Toshiba, etc. Each of these systems already has included tech support from the manufacturer.

Hardware Warranty Policy for Custom Computer Systems

Twisted Networx warrants that the turnkey computer systems it manufactures will be free from defects in materials and workmanship. The standard limited warranty term is 1 year beginning on the date of invoice. Purchasers may opt to purchase an additional 1 or 2 Year Warranty that brings the total warranty time to 2 or 3 years. Some components have manufacturer warranties that go beyond 3 years and up to 5 years. After the 1 year (or 3 year option if purchased), the customer is responsible for shipping the defective components back to the manufacturer. As always, we’ll help you diagnose problems though our normal support channels. We may even be able to help process the shipping of your warranted parts, though this is determined on a case by case basis dependent upon manufacturer restrictions.

This limited warranty does not cover damage due to external causes, including accident, abuse, misuse, problems with electrical power, servicing not authorized by Twisted Networx, usage not in accordance with product instructions, failure to perform required preventive maintenance (such as keeping filters clean), and problems caused by use of parts and components not supplied by Twisted Networx.

This limited warranty does not cover any items that are in one or more of the following categories: software; monitors, keyboards, and mice, accessories or parts added to a Twisted Networx system after the system is shipped from TWS; accessories or parts added that are not installed in the Twisted Networx facility. In some cases, Twisted Networx represents the products we sell, but we have no control over the warranty of these products.

During the warranty period beginning on the invoice date, Twisted Networx will repair or replace products returned to our facility. To request limited warranty service, you must contact our Technical Support Dept. at 252-321-8974 or via email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it within the limited warranty period.

If limited warranty service is required, Twisted Networx  will issue a Return Material Authorization Number. You must ship the products back to us in their original or equivalent packaging, prepay shipping charges, and insure the shipment or accept the risk of loss or damage during shipment. Twisted Networx will ship the repaired or replacement products to you freight prepaid if you use an address in the continental United States, where applicable. Shipments to other locations must be paid in advance. These are our US terms only. During the first 30 days and while the system is under warranty, Twisted Networx will ship replacement parts Next Day service at our expense. After the first 30 days, Twisted Networx will ship replacement parts via UPS Ground service at our expense. If a customer wants expedited service, the customer is responsible for those charges.

NOTE: Before you ship the product(s) to Twisted Networx, back up the important data on the hard-disk drive(s) and any other storage device(s) in the product(s). Although, we usually try and rescue or preserve data, anything can happen in the shipping of the system, etc. Twisted Networx owns all parts removed from repaired products. Twisted Networx uses new and reconditioned parts made by various manufacturers in performing limited warranty repairs and building replacement products. If Twisted Networx repairs or replaces a product, its limited warranty term is not extended.

THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE (OR JURISDICTION TO JURISDICTION). TWS's RESPONSIBILITY FOR MALFUNCTIONS AND DEFECTS IN HARDWARE IS LIMITED TO REPAIR AND REPLACEMENT AS SET FORTH IN THIS LIMITED WARRANTY STATEMENT. THERE ARE NO IMPLIED OR EXPRESS WARRANTIES FOR THE PRODUCT, INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTIES OF AND CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. ALL SOFTWARE SOLD IS SOLD “AS IS” WITH NO WARRANTY OF ANY KIND. TWS DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES SET FORTH IN THIS LIMITED WARRANTY STATEMENT OR LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING WITHOUT LIMITATION ANY LIABILITY FOR PRODUCTS NOT BEING AVAILABLE FOR USE OR FOR LOST DATA OR SOFTWARE. SOME STATES (OR JURISDICTIONS) DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE EXCLUSION OR LIMITATION MAY NOT APPLY TO YOU

Physical Damage Policy

Physically damaged items cannot be returned to Twisted Networx.

Improper installation of CPU fans and/or improper clocking may cause CPUs to chip. CPUs that are chipped, burnt or have bent/broken pins are considered physically damaged and cannot be returned for refund or replacement. Physical damage includes (but is not limited to) improper handling and any other type of damage sustained by irregular use. Twisted Networx encounters bent pins regularly when inspecting physically damaged CPUs. Forcing a processor into position will not solve an installation problem and may void your TWS return policy. If you return any physically damaged item to Twisted Networx, the item will be returned to you at your expense.

Software Return Policy

Return Retail Software for refund within: 30 days (must be unopened) Return OEM Software for refund within: non-refundable Return Defective (Retail or OEM) Software for replacement within: 30 days

Detailed Software Return Policy

Opened Retail or OEM software can only be returned for replacement, and replacement RMAs will only be honored if the returned software is defective or damaged. Retail Boxed software may only be returned for refund within 30 days of the invoice date if the packaging is unopened and factory sealed. No software returns will be accepted after 30 days.

OEM software is non-refundable once purchased and delivered. OEM versions are intended for system builders only and cannot be transferred to another PC once installed. Purchasers of this software are required to comply with the terms of the applicable System Builder License, including responsibility for providing all end-user support. TWSis not responsible for system/software incompatibility, and incompatibility issues do not qualify software as damaged or defective. Customers are encouraged to contact the respective software publisher for answers to technical questions, such as minimum system requirements, prior to purchase.