On this page: What to do if you want to refund or return an item | Physical store returns or refunds
REFUND AND RETURN POLICY
At Twinkle Glory, we aim to provide efficient and quality services. We will work closely with you to ensure any issues are resolved in a timely and professional manner.
Under the circumstances of which a refund or return is to be pursued. Please refer to these following passages. The rights described in the following passages are in addition to the rights which you are entitled to as a consumer under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.
Please note: Twinkle Glory will not accept requests for refunds or returns due to a change of mind.
As a customer of Twinkle Glory, you are entitled to request either a refund or replacement in the case that there is a major problem (refer to ACCC.gov for more details pertaining to the definition of “major problem”) with the product upon receiving your order.
As a customer of Twinkle Glory, you as a customer are entitled to request the return of a product if you believe that there is a problem with the product such as an mis-description on our website (Please note: images are for reference only).
Twinkle Glory allows for a 14-day grace period from which your order is delivered. Simply contact our Twinkle Glory Team within 14-days from the date you receive the product for us to discuss a suitable solution with you.
Refunds will be processed through your original payment method. Please expect 7-10 business days for the refund to finalise.
Replacements will be of the same product, however, should stock of that item be limited, Twinkle Glory may offer a choice for either a variation of the same product as a replacement item or a refund.
Customers will be responsible for postage fees. However, Twinkle Glory will cover the costs of postage, if there is an obvious fault in the product.
Twinkle Glory will reserve the rights to requesting a payment for transport or inspection costs if the product is found to not have a problem. An estimate of this cost will be provided upon request.
Twinkle Glory reserves the right of final decision in case of any disputes.
WHAT TO DO IF YOU WANT TO REFUND OR RETURN AN ITEM
For BEAR Electronics related enquiries please visit our BEAR Warranty page.
Under the circumstances of which a refund or return is to be pursued please consider our previous passage.
Simply contact our Twinkle Glory Team within 14 days from the date you received the product.
This can be done by contacting us through email at customerservice@twinkleglory.com.au. Our team will reply within 1 - 2 business days. Please clearly state the problem and attach any relevant documents: images or videos
Otherwise you can reach us at (+61) 2 9732 8128. We are available to take your call between 9 am to 5 pm Monday to Thursday and 9 am to 3 pm on Friday (Sydney Time).
Mail: PO Box 6229, Wetherill Park, NSW 2164
PHYSICAL STORE ORDERS
If a purchase is made at any Twinkle Glory physical store, enquiries must be made with the store where the purchase was made.
Or you may contact our Twinkle Glory Team.
Local Pick Up Time Frame
- Your order will only be held for 60 calendar days after the order is marked ready for pick up and a notification has been sent.
- Refunds will be initiated less restocking fees and through original payment method.
- Please contact us in the case of extending your pick up time frame.
- Customers will receive three reminders before a refund is initiated.
After 60 calendar days - the order will be refunded as it will be deemed unwanted due to change of mind. In such cases, a restocking fee of 10% will be charged and a refund less the stocking fees will be issued through the original payment method.
Please note: Twinkle Glory will try to the best of our abilities to produce the highest quality products for our customers. If any issues are discovered with products prior to delivery, the Twinkle Glory Customer Service Team will contact you immediately through your provided email OR phone number. Your order will be placed on hold until we hear back from you. If we do not hear back from the customer within 7 days of contact, items with defects will be refunded, and the order will proceed.
Updated as of: 8th of May, 2024, 3:30pm AEST (Sydney Time).