Refund and Return Policy

At My Twinkle Tutu, we want you to be happy with your purchase. Please review the policy below before requesting a return, replacement, or refund.

30-Day Return Policy

You have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be:

• In the same condition in which you received it

• Unworn, unused, and free from signs of wear

• Free from stains, makeup, perfume, pet hair, damage, or alterations

• Returned with its original packaging, tags, accessories, and any promotional items included with the order

• Accompanied by your order number or other proof of purchase

To request a return, please contact us at [support email address] before sending the product back.

Please include:

• Your full name

• Your order number

• The reason for the return

• Clear photos or videos if the item is damaged, defective, or incorrect

Returns sent without contacting us first may not be accepted. Once your return is approved, we will provide instructions explaining how and where to send your package.

Please do not return your order to the address shown on the original shipping label. This may not be our designated return facility, and unauthorized returns may be refused or lost.

Change-of-Mind Returns

We accept eligible change-of-mind returns within the 30-day return period.

Customers are responsible for the cost of return shipping for change-of-mind returns. Original shipping charges, express shipping fees, customs charges, duties, taxes, and shipping protection fees are non-refundable unless required by law.

The item must be returned in its original condition with all included accessories, tags, and packaging.

If an item is returned worn, damaged, stained, altered, incomplete, or showing signs of use beyond what is reasonably necessary to inspect it, we may reject the return or deduct an appropriate amount from the refund where permitted by law.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact us as soon as possible if:

• Your dress arrives damaged

• The lights do not function correctly

• You receive the wrong product, color, or size

• An accessory or item is missing from your order

• The item has a manufacturing defect

You may be asked to provide clear photos or videos showing the issue, along with photos of the packaging and shipping label.

Once the issue has been reviewed and approved, we may offer one of the following resolutions:

• A replacement product

• Replacement parts or accessories

• A partial refund

• A full refund

Please do not discard the product, packaging, battery compartment, or damaged parts until we have finished reviewing your request.

Damage caused by improper handling, washing contrary to the care instructions, accidental damage, excessive pulling, improper battery installation, battery leakage, unauthorized modifications, or failure to follow the product instructions is not considered a manufacturing defect.

Battery and Light-Up Components

My Twinkle Tutu products may include LED lights, battery compartments, wiring, or other electronic components.

Customers are responsible for following all care and battery instructions provided with the product.

Unless otherwise stated on the product page, batteries are not guaranteed to be included.

Issues caused by incorrect battery installation, damaged or leaking batteries, exposure of electronic components to water, improper washing, or misuse are not considered manufacturing defects.

If you believe the lighting system is defective when delivered, please contact us with a clear video showing the issue.

Non-Returnable Items

We cannot accept returns for:

• Gift cards

• Downloadable or digital products

• Items marked as final sale

• Free gifts or promotional items returned separately

• Items that have been worn for an extended period

• Items that have been washed

• Items with stains, odors, makeup, pet hair, or other signs of use

• Items that have been altered, repaired, or modified

• Products damaged through misuse, neglect, accidents, improper washing, or unauthorized modification

• Items returned without essential parts, accessories, tags, or components

• Returns requested after the 30-day return period

Your statutory consumer rights are not affected.

Sizing Issues

Customers are responsible for selecting the appropriate size before placing an order.

Please review our size chart carefully before purchasing.

If you order the wrong size, the item may be returned under our change-of-mind return policy as long as it meets the return eligibility requirements.

Return shipping costs for sizing-related returns are the responsibility of the customer unless we sent a size different from the one ordered.

Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel your order.

We will try to accommodate your request, but we cannot guarantee changes or cancellations once an order has entered processing, fulfillment, or shipping.

If the order has already been processed or shipped, it must be handled through our normal return process after delivery.

Refusing delivery or failing to collect a package does not automatically qualify the order for a full refund. Any return shipping fees or carrier charges may be deducted from the refund where permitted by law.

Return Shipping

Unless the item was confirmed to be damaged, defective, or incorrect when delivered, the customer is responsible for return shipping costs.

We strongly recommend using a tracked shipping service and retaining your postage receipt.

My Twinkle Tutu is not responsible for returned packages that are lost, damaged, or delivered to an incorrect address.

When we confirm that an item was defective, damaged, or incorrect, we will provide the appropriate return or replacement instructions.

Exchanges

We do not currently offer direct exchanges for change-of-mind purchases.

The fastest way to receive a different size, color, or product is to return the original item and place a new order once your return has been approved.

Defective or incorrect products may be replaced after the issue has been reviewed and approved.

Refunds

We will notify you after we receive and inspect your return. We will then confirm whether your refund has been approved or rejected.

Approved refunds will be issued to the original payment method.

Please allow up to 10 business days for the refund to appear after it has been processed.

Your bank or payment provider may require additional time to post the refund to your account.

Original shipping costs, express delivery charges, customs duties, taxes, return shipping costs, and shipping protection fees are generally non-refundable unless the return resulted from an error by My Twinkle Tutu or otherwise required by law.

Late or Missing Refunds

If you have not received your approved refund:

1. Check your bank or payment account again.

2. Contact your card issuer or payment provider.

3. Contact your bank, as processing times may vary.

4. Contact us at [support email address] if the refund is still missing after the expected processing period.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

• Check around your property and any safe delivery locations

• Ask household members, neighbors, reception staff, or building management

• Contact the local delivery carrier

• Allow a short period in case the carrier marked the shipment as delivered early

We may request proof of delivery or open an investigation with the shipping carrier.

Refunds or replacements for packages marked as delivered are not automatically guaranteed and will depend on the circumstances and the outcome of the carrier investigation.

Returned or Undeliverable Packages

If a package is returned because the address provided at checkout was incorrect or incomplete, or because the package was refused or unclaimed, we may deduct the original shipping costs and any return-to-sender fees from the refund where permitted by law.

Customers are responsible for ensuring that all shipping information is accurate before completing an order.

European Union and United Kingdom Customers

Where applicable, customers in the European Union or United Kingdom may have a legal right to cancel an eligible online purchase within 14 days of receiving it.

Products must be returned in their original condition with all accessories, tags, and packaging.

Customers may be responsible for return shipping costs unless the item was defective, damaged, incorrect, or applicable law provides otherwise.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

Contact Us

For questions about returns, replacements, cancellations, or refunds, please contact:

My Twinkle Tutu