Returns & refunds

We want you to be completely satisfied with your purchase from Twinkly.com. If for any reason you are not, you may request a return under the policy outlined below.

• Items purchased directly from Twinkly.com must have a return initiated within 14 days of the original delivery date to the customer.
• To qualify, items must be in original condition with all included accessories and documentation.
• Once authorized, the item must be shipped back with tracking within 30 days of the original delivery date.
• Customers must provide the tracking details to Twinkly Customer Support once the return has been shipped.
• Returns that are not shipped and documented within this timeframe will be considered ineligible.

• To initiate a return, please contact Twinkly Customer Support through the Help Center contact form request a return authorization.
• When submitting your request, please provide:
• Your order number
• Your full name
• Photos / Videos of the item, including packaging and accessories
• Once authorized, we’ll provide detailed return instructions and a prepaid shipping label where applicable.
• Returns sent without prior authorization may not be accepted.
• Please note: To remain valid, the return must be shipped back (with tracking started) and tracking details shared with Customer Support within 30 days of the original delivery date.

• Unless the return is due to a Twinkly error (e.g., defective or incorrect item), the customer is responsible for return shipping costs.
• If you choose not to use the prepaid shipping label provided by us, shipping charges will not be refunded, and you will be fully responsible for the return until it reaches our facility.
• Twinkly and Powerplay Retail are not responsible for returns lost or damaged in transit when the customer uses their own carrier or label.

• Although your order is placed through Twinkly.com, all returns are received and processed by AJ Wholesale and Power Play Marketing Group LLC (DBA Powerplay Retail), and its affiliates (“Powerplay”), which acts as the Twinkly’s U.S. importer of record.
• Returned items must be in original condition and include all accessories, packaging, and documentation. Returns may be rejected if items are damaged, incomplete, or show signs of misuse.

• Once Powerplay Retail receives and inspects the returned product, refunds will be issued to the original method of payment.
• Please allow 7–10 business days after receipt for your refund to appear.
• Shipping charges are non-refundable unless:
• The return is due to our error (e.g., defective or wrong item), or
• The customer did not use the prepaid label provided by us.

• If you believe your item is defective or damaged, please contact Twinkly Customer Support with:

1. Your order number
2. Your full name
3. Photos / Videos clearly showing the issue

• Before a return is authorized, we may ask you to complete basic troubleshooting steps (such as verifying connections, updating firmware, or other applicable checks) to confirm the issue.
• Once a defect is confirmed, we will provide instructions for returning the item, if required by Twinkly and Powerplay Retail.
• Customers must also provide tracking details to Twinkly Customer Support once the defective item has been shipped back.
• Twinkly’s limited manufacturer warranty may apply. Confirmed defective items may be eligible for replacement or refund, following Twinkly’s standard procedures.

• Some items may be marked “Final Sale” and are not eligible for return. These will be clearly identified at the time of purchase.

If your item was purchased through a third-party retailer (not directly from Twinkly.com), please consult that retailer’s return policy. Twinkly’s and Powerplay Retail’s policies apply only to purchases made through Twinkly.com.