Return & Refund Policy
Returns and exchanges can be requested within 14 days of receipt of the product, if more than 14 days we will not provide returns or exchanges.
Returned products must be unused and in the original packaging condition, any damage to the product or missing accessories that is not caused by our error will not be allowed to be returned.
If there is any quality problem with the product, please contact us within 14 days of delivery.
To return a product, Please contact service@twinklepet.com to get the return address.
Once your package is received and checked to verify that warranties are still valid, we will issue a full refund or a replacement for all eligible product(s).
NOTES:
No-restocking to be charged to the consumers for the return of the product.
You have to pay your own shipping fee for the returned product if it's not the problem of the quality.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Please do not return any orders for uncommunicated reasons.If you return the
product without confirmation, our warehouse cannot identify the sender, which will cause your refund unavailable.
Refund Time
Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. The refund time will depend on the payment method. Please see below for details:
If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7 business days of receipt of the returned item or cancellation request. Please contact your card-issuing bank with any additional questions.
If you paid by PayPal, refunds will be sent to your PayPal account within 3 business days.
LATE OR MISSING REFUNDS
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at service@twinklepet.com.
SHIPPING
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over 50 USD, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.
IMPORTANT NOTES
The return or replacement is only applicable to devices purchased on twinklepet.com. If you purchased your TwinklePet device from a third-party seller, please reach out to the seller.
Once your package is received and checked to verify that warranties are still valid, we will issue a full refund or a replacement for all eligible product(s).
Please note that all accessories must be new and unopened to be eligible for refunds. To qualify for a replacement or refund, devices must be in "as new" condition and, if possible, with the original sealed packaging intact. If the accessory is returned for no reason, then we will deduct the return shipping fee from the returned amount.
For all returns that are not due to the quality of the product itself, please pay the shipment fee.
If your device is faulty/DOA, we will reimburse the shipping fee after inspection and confirmation that your device is within warranty.
For any after-sales issues, please contact us through service@twinklepet.com and we will offer you a solution based on your case.
Once you email us about the return & refund issue, we will response you within 24h on
business day. Please check your spam/junk inbox if you haven't received a reply within 24h.