Refund policy

At Two-Way City, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, most products may be returned within 30 days of delivery for a full refund of the product purchase price, subject to the conditions below.

30-Day Return Policy

You may request a return within 30 days from the date your order was delivered.

To qualify for a full refund, returned merchandise must be:

• Returned in its original condition
• Complete with all original packaging, manuals, batteries, chargers, antennas, accessories, cables, belt clips, and other included components
• Free from damage, excessive wear, abuse, or modification
• Accompanied by proof of purchase or your Two-Way City order number

Products may be opened and inspected; however, merchandise showing excessive use, damage, missing components, alteration, or other conditions that prevent it from being resold may be subject to a reduced refund or may not qualify for return.

How to Start a Return

Before sending a product back, please contact Two-Way City Customer Service at order@twowaycity.com to request return instructions.

Please include your:

Order number, name, product being returned, quantity, and reason for return.

Our customer service hours are Monday–Friday, 9:00 AM–5:00 PM Eastern Time, excluding major holidays.

Please do not send merchandise back without first contacting us. Unauthorized returns may experience processing delays.

Return Shipping

Unless the return is due to an error by Two-Way City or the product arrived damaged or defective, customers are responsible for return shipping costs.

We strongly recommend using a trackable shipping service and retaining your tracking information until your refund has been completed.

Original shipping charges, including expedited shipping charges, are non-refundable, except when the return results from an error by Two-Way City or as otherwise required by law.

Damaged, Defective or Incorrect Products

Please inspect your order promptly after delivery.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible at order@twowaycity.com.

Please provide your order number and a description of the issue. Photographs of the product, packaging, shipping carton, and shipping label may be requested.

If Two-Way City determines that we shipped an incorrect item or that the product arrived damaged or defective, we will work with you to arrange an appropriate replacement, exchange, return, or refund.

Refunds

Once your return has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method used to place the order.

Please allow 3–5 business days for us to inspect and process an approved return after it is received. Once a refund has been issued, your bank or credit card provider may require additional time to post the funds to your account.

Missing or Damaged Items

Returned products must include all items originally included with the purchase.

This includes, when applicable, radios, batteries, antennas, chargers, power supplies, cables, earpieces, belt clips, manuals, packaging, and other accessories.

If merchandise is returned with missing components, damaged merchandise, excessive wear, altered serial numbers, or damage caused by improper use, Two-Way City reserves the right to reduce the refund to reflect the diminished value of the merchandise or decline the return where permitted by law.

Non-Returnable Items

The following products may not be eligible for return unless defective, incorrectly shipped, or otherwise required by law:

• Special-order products
• Custom-configured or specially programmed equipment
• Products specifically modified at the customer's request
• Clearance or final-sale merchandise when clearly identified as such before purchase
• Products with removed, altered, or illegible serial numbers
• Products damaged through misuse, abuse, improper installation, or unauthorized modification
• Gift cards

Any product-specific return restrictions will be disclosed on the applicable product page or before purchase.

Radio Programming

Two-way radios that have been custom programmed specifically to a customer's requested frequencies, channels, codes, or system configuration may be considered custom-configured merchandise and may not qualify for return unless defective or incorrectly programmed by Two-Way City.

Factory-default radios that have not received customer-specific programming remain subject to our standard return policy.

Exchanges

If you would like a different product, please contact us at order@twowaycity.com.

Depending on the circumstances, we may arrange an exchange or ask you to return the original product for a refund and place a new order.

Warranty Claims After 30 Days

After the Two-Way City 30-day return period has expired, products experiencing a manufacturing defect may still be covered by the manufacturer's warranty.

Warranty coverage, duration, and procedures vary by manufacturer and product. Two-Way City will be happy to help customers identify the appropriate manufacturer warranty process when possible.

Return Abuse & Fraud

Two-Way City reserves the right to refuse returns or refunds involving suspected fraud, return abuse, product substitution, altered or removed serial numbers, merchandise not originally purchased from Two-Way City, or repeated activity that violates this Return & Refund Policy.

Contact Us

For return or refund assistance:

Two-Way City, LLC
Email: order@twowaycity.com
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time

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