POLICIES AND RETURNS
1) REFUNDS AND EXCHANGES
Please check that your goods are correct and are free from any damages as soon as possible, following purchase, delivery or pick up. All claims for incorrectly supplied items and freight damages must be reported within 24 hours of pick up or delivery. Simply phone the store with your receipt details and our friendly staff will process your claim.
We encourage customers to choose wisely when purchasing as Twinkle Tots does not offer exchange, credit note or refunds on change of mind items. Proof of purchase must be provided when seeking a refund or exchange. (This Policy Does Not Apply To Lay-By & Special Orders; Refer To Specific Policy Below)
REFUNDS
Refunds are available to customers who have purchased a faulty or defective item. In order for a refund to be processed an original proof of purchase receipt must be provided with the goods being returned
Twinkle Tots encourages all customers to consider their purchases carefully as we do not offer refunds on change of mind items. Where possible we will accommodate providing a proof of purchase is provided and goods are resalable. (original packaging, unopened and are returned within 7 days) (This Policy Does Not Apply To Special Orders; Refer To Specific Policy Below)
EXCHANGES
Twinkle Tots is happy to offer a credit note or exchange on an item purchased and returned within 2 weeks. In order for an exchange or credit note to be processed an original proof of purchase receipt must be provided with the goods being returned. (original packaging, unopened and are returned within 7 days) (This Policy Does Not Apply To Special Orders; Refer To Specific Policy Below)
2) Lay-By Policy
Please check that your goods are correct and are free from any damages as soon as possible, following purchase, delivery or pick up. All claims for incorrectly supplied items and freight damages must be reported within 24 hours of pick up or delivery. Simply phone Twinkle Tots with your receipt details and our friendly staff will process your claim.
Lay-By terms: the following Conditions apply to all Lay-By Purchases.
1) All Lay-Buy purchases must be fully paid for and finalised within the registered Lay-By period and no longer that 60 Days from Lay-By start date on your tax invoice.
2) Payments are to be made WEEKLY or FORTNIGHTLY. All Lay-By’s require 20% deposit to be paid initially followed by regular payments thereafter.
3) If payments are not made as agreed upon with staff, the Lay-By contract can be cancelled by Twinkle Tots P/L. This will come into effect 14 days after Twinkle Tots P/L has served (in writing) via email, text or post a notice to the purchasers last known address. The payments made against your Lay-By will be forfeited as a cancellation fee, if no contact or additional payments are received.
4) If a customer chooses to cancel a Lay-By contract there will be a 20% cancellation fee on the total value of the Lay-By. If a customer chooses to cancel an item of the Lay-By contract, there will only be a cancellation fee against that item. Note: Special Orders Can Not Be Cancelled, please refer to special order policy.
5) All long term Lay-By’s are allocated against incoming orders and not allocated from stock. All short term Lay-By’s are allocated from stock if available and a unique order is generated to complete your Lay-By. You can track the progress of your Lay-By at any time by emailing or phoning Twinkle Tots.
6) Goods on Lay-by remain the property of Twinkle Tots P/L until such time they are fully paid for by the purchaser.
3) In-Store Special Order Policy
Special Order Definition
Special Order items are goods that have been specifically ordered for the customer and are not generally carried by the store. This may include items that are displayed on the floor in a different colour combination within that product range. We only provide floor stock models for the purpose of customers being able to special order these specific items.
Special order items cannot be returned or exchanged so please consider your purchase carefully before confirming these items on a Lay-By or ASAP Order.
4) FACTORY SECONDS POLICY
All goods sold as factory seconds, floor stock and discontinued lines are sold according to the below condition. Customers must check and agree to purchase goods under these conditions at point of sale.
Conditions of Sale
Factory seconds stock are sold on the basis that what you see and inspect is the condition of goods you will receive. These goods will not be packaged and would require you to bring appropriate packing to protect your goods upon pick up. No refund or exchange available for factory seconds. All goods including factory seconds are sold structurally intact and meet relevant Australian safety standards.
5) Online Policy
Please check that your goods are correct and are free from any freight damages as soon as possible, following purchase, delivery or pick up. All claims for incorrectly supplied items and freight damages must be reported within 24 hours of delivery. Simply phone Twinkle Tots with your receipt details and our friendly staff will process your claim.
6) Warranty Policy
Should you have a manufacturing fault with any goods purchased in store with us, please call our store within the 12-month manufacturer’s warranty period (or equivalent) with proof of purchase receipt to register your claim. Our friendly staff will contact the manufacturer on your behalf and assess your claim promptly. We can provide a loan pram should your pram require a warranty repair during the warranty period. Twinkle Tots reserves the right to inspect & evaluate all warranty claims in accordance with Australian consumer law guidelines and manufacturer’s conditions before a repair, replacement or refund can be approved.
Should you have a manufacturing fault with any goods purchased online with us, please email: info@twinkletots.com.au within the 12-month manufacturer’s warranty period to register your claim. Our friendly staff will contact the manufacturer on your behalf and assess your claim promptly. If the item needs to be returned to the manufacturer for assessment or repair, freight charges will apply. Twinkle Tots Online reserves the right to assess all warranty claims in accordance with Australian consumer law guidelines and manufacturer’s conditions before a repair, replacement or refund can be approved.