Return and Refund Policy

All returns follow the same simple process:

1.1 Submit a Return Request

To initiate a return, simply complete the Return Request Form available through the Twinkle Care Portal.

• Visit the Twinkle Care Portal and select “Start Return Request.”
• Fill in the required details, including your Order Number (starting with “TG”) and the email address or mobile number used for your purchase.
• Choose your reason for return (e.g. Change of Mind, Damaged Item, Faulty Item, Not as Described, etc.) and upload any supporting photos or information if applicable.
• Submit the form to lodge your request. Our team will review it and contact you with next steps.

If you experience any issues submitting the form, you can also reach us through our Contact Us form or by emailing twinklecare@twinklengrace.com.au.

1.2 Review and Approval

• The Twinkle Care Team will review your request and may contact you for more details if needed.
• Once reviewed, you will be notified of the outcome.
• Only approved returns can be sent back. Items returned without prior approval will not be accepted.

1.3 Returning the Item

• For all returns except Change of Mind, you must use the Twinkle n Grace courier label provided. Items sent via any other courier will not be accepted.
• For Change of Mind returns, customers may use their own trackable courier service or request a Twinkle n Grace return label (see Section 2).
• Returned items must be securely packaged to prevent damage during transit.
• All gift cards or bonus items attached to purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift card, bonus or bundled item or utilised portion of any gift card will be deducted from any refund.

If you simply change your mind, we accept returns under the following conditions:

2.1 Eligibility

• The return request is submitted within 14 calendar days of delivery and before 25 December of the same year. Please refer to Section 1 – Return Process for the full return request procedure.
• The item is unused, unopened, and in its original packaging, including all accessories and materials.
• The item is not subject to the exclusions listed in Section 3 – Excluded Change of Mind Items of our Return and Refund Policy.
• Proof of purchase is provided.

2.2 Refund and Return Fees

• The delivery fee and any delivery surcharges paid at checkout are not refundable.
• Return postage for Change of Mind returns is the responsibility of the customer.
• To make the process simple and secure, Twinkle n Grace can provide a return shipping label, and the cost will be deducted from your refund.
• The standard cost is $100 per tree for most Australian postcodes.
• A surcharge may apply to certain remote or rural areas, which will be communicated in advance.
• Postage costs are subject to change.
• If you choose to use your own courier, you must use a trackable shipping service. You are responsible for any loss or damage that occurs during transit.

3.1 Clearance Items

• Please choose carefully when purchasing merchandise designated as a clearance item (marked as clearance, reduced to clear, or final sale), as Change of Mind returns will not be accepted. Subject to availability, an exchange for an identical item (same style, model, etc.) may be provided.

3.2 Specific Merchandise

Change of Mind returns or exchanges will not be accepted for the following items unless they fail to meet a consumer guarantee:

• Gift cards or vouchers
• Custom made, made-to-order, monogrammed, personalised, or altered products
• Items with a tag indicating no change of mind
• Merchandise where GST has been claimed under the Tourist Refund Scheme, unless proof of repayment of GST upon return to Australia is provided

3.3 Resellers or Bulk Purchases

• Sales to individuals who Twinkle n Grace believes are resellers or bulk purchasers are final, and the Change of Mind policy does not apply.

3.4 Proof of Purchase

• If you are unable to provide satisfactory proof of purchase, we cannot provide a Change of Mind return or exchange.

3.5 Return Patterns

• We recognise that the option to return an unwanted item is important. To ensure a positive shopping experience for all customers and prevent fraud, abuse, or misuse of this policy, Twinkle n Grace may refuse items returned for Change of Mind if we identify an unreasonable or excessive return pattern. We may also restrict or refuse future transactions from such individuals.

4.1 Consumer Guarantees

• Goods which are faulty or fail to meet their description will gladly be exchanged or refunded with proof of purchase in accordance with the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4.2 Eligibility

• If you identify an issue soon after delivery, such as damage during transit or receiving an incorrect item, please submit a return request within 7 days of delivery to help us resolve your return quickly. Please refer to Section 1 – Return Process for the full return request procedure.
• If you discover a major fault after this period, your rights under Australian Consumer Law still apply.

4.3 Additional Information

• You can read more about your rights under Consumer Guarantees and how we handle issues relating to damaged or faulty goods in Section 7 – Consumer Guarantees.

5.1 Refunds, exchanges, or repair requests must be accompanied by one of the following proof of purchase documents:

• Original tax invoice (electronic copy or photograph is accepted)
• Online tax invoice (order confirmations are not accepted)
• Original return or exchange receipt
• Online order - found in your My Account page

Please note that our Twinkle Care Team is not responsible for proving your purchase. You must provide the proof of purchase, which our team members can validate.

6.1 Wherever possible, we will provide any refund you are eligible for as specified in your approved return request — either to your original payment method or as store credit.

6.2 Customers may be eligible for additional value if they choose store credit in certain scenarios, such as for approved returns of damaged or faulty items.

6.3 Store credits are valid for three years from the date of issue and can be used online for a future Twinkle n Grace purchase.

6.4 In situations where we are unable to refund to the original payment method, we will issue a store credit equal to the approved refund amount.

At Twinkle n Grace, our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). These guarantees provide you with rights that are in addition to any change of mind rights or return timeframes outlined elsewhere in this policy.

7.1 Your Rights as a Consumer

• You are entitled to a replacement, repair, or refund if a product fails to meet its guarantees under the ACL. This includes:
• Major failures: If the goods have a major failure, you may reject the item and seek a refund, exchange, or repair, or you may keep the item and seek compensation for any reduction in value.
• Minor failures: If the failure is minor, we will repair the item, or at our discretion, replace the item or provide a refund within a reasonable period.

7.2 Assessment and Processing

• Where an item is reported as faulty or defective, it may be necessary for us to send the goods to the manufacturer or their service agent for assessment.
• This assessment will be completed within a reasonable period of time.

7.3 Exclusions

• We will not provide a remedy under the ACL if the item is damaged through misuse, neglect, or abnormal use.

7.4 Proof of Purchase

• Satisfactory proof of purchase is required for any remedy under the Australian Consumer Law.
• This can include your order number, invoice, or receipt, which our Twinkle Care Team will validate.
  

7.5 Additional Information

• The ACL recognises that the relevant timeframe for a consumer guarantee may vary depending on the nature of the goods, the price paid, and any representations made about the goods.
• These rights are in addition to any other remedies available under our Return and Refund Policy.