Return Policy

Refunds & Returns

  • If you are not happy with your purchase, you may return it within 30 days of the arrival date for a full refund.
  • Your product must be in unused condition and in its original packaging.  
  • To initiate your return, contact our Customer Support Team.
  • You will be responsible for paying the shipping fee associated with sending your order back to our headquarters in Australia. Shipping costs are non-refundable.
  • You may want to consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned product.
  • Once your returned product is received, we will send you an email to notify you.
  • Your refund will then be processed, and a credit will automatically be applied to your credit card or original method of payment.

Cancelations (If Applicable)

  • If you would like to cancel your order, contact our Customer Support Team within 6 hours of ordering.
  • Each order remains in a processing state for 6 hours until it is transmitted to our operational facility for immediate fulfilment.
  • All wholesale orders are non-refundable, as specified on the "Wholesale Pricing Guide".

 Defective Products

  • If you receive a defective product, we will send you a replacement for free.
  • A video must be sent to the Customer Support Team to support your claim.
  • If your product becomes defective due to a manufacturing defect, we will send you a free replacement. 

Wrong Address

  • It is the responsibility of the buyer to make sure that they enter their shipping address correctly.
  • Please contact our Customer Support Team within 6 hours of ordering if you believe you have provided us with an incorrect shipping address. We do our best to speed up our processing times, so there is always a small window to correct an incorrect shipping address. 

 Lost or Stolen Packages

  • TwinklingTree is not responsible for lost or stolen packages.
  • If your tracking information states that your package was delivered to your address and you have not received it, please file a complaint to your respective shipping carrier.
  • If you have any further questions on how to do this please reach out to our Customer Support Team.

 Shipping Fees

  • The buyer is responsible for paying any shipping fees related to international orders.
  • TwinklingTree is not responsible for paying customs, duties, taxes and currency exchange fees. 

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