Warranty Policy

If something isn’t quite right with your Twinkle n Grace Christmas Tree, our Twinkle Care Team is here to help.

1. Check the Warranty Policy – Review the details to confirm your product is eligible for a claim.
   
2. Start Your Claim – Visit our Twinkle Care Portal and click “Start Warranty Claim” under the Warranty section.
   
3. Complete the Form – Fill out the Warranty Claim Form with all required details.
   
4. Upload Proof & Photos – Attach your proof of purchase and clear photos showing the issue.
   
5. Submit Your Claim – Once submitted, our team will review your claim and get back to you within 3 business days.
   

If you are unable to complete the form online, please reach out to us through the Contact Us page or email twinklecare@twinklengrace.com.au — we’ll be glad to assist you.

2.1 From the date of purchase, the following warranty applies to the original purchaser:

• Frame / Structure: 5 years
• Foliage (branches, needles, tips): 5 years
• Factory Fitted Lights: 3 years
  

2.2 This warranty covers manufacturing defects in materials or workmanship under normal indoor use, when the tree is assembled, dismantled, and stored in accordance with our care instructions.

2.3 Lighting Features

• Factory-fitted lights are covered under warranty for 3 years against manufacturing defects in wiring, connectors, or sockets.
• Lights can be operated via foot pedal or remote control (remote control available on certain variants).
• Optional manufacturer app: An app is available to control the lights, but this feature is not supported by Twinkle n Grace, and any issues related to the app are not covered under our warranty.

• Structural faults such as faulty welds or frame failure
• Excessive foliage shedding or deterioration not caused by misuse
• Defects in factory-fitted (pre-lit) lighting wiring, connectors, or sockets within the warranty period.
  

• General wear and tear
• Damage due to improper assembly, dismantling, or storage
• Damage caused by weather, moisture, pests, pets, or accidents
• Repairs or modifications by unauthorised parties
• Light bulbs or LEDs burning out after the 3-year lights warranty period
• Issues related to the optional manufacturer app
• Cosmetic fading or colour variation due to age, storage bag, or flocking gloves

To maintain your warranty:

• Keep your proof of purchase safe
• Follow our assembly, dismantling, and storage guidelines
• Use the tree indoors, unless otherwise specified

If your claim is approved, we may, at our discretion:

• Repair the affected part
• Provide replacement components
• Replace the product with the same or comparable model

Please note: Replacements or repairs do not extend or renew the original warranty period.

7.1 Warranty applies only to the original purchaser and is non-transferable

7.2 Coverage begins on the date of purchase, not the date of first use

7.3 If a product or part is no longer manufactured, Twinkle n Grace reserves the right to provide an alternative item of equal or comparable value

7.4 Replacement parts or products provided under warranty assume the remaining warranty period of the original item

8.1 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 warranty offered by Twinkle n Grace.

8.2 You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

8.3 Twinkle n Grace will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.