Refund policy

Last Updated: October 27, 2026

At Twinkling Heart, we want you to be happy with your purchase. If you are not satisfied with your order, you may be eligible for a return and refund, subject to the conditions below.

Order Cancellation

You may cancel your order within 24–48 working hours of placing it, only if a tracking number has not yet been generated for your order.

  • To cancel, contact us by email at twinklingheart6@gmail.com or send a WhatsApp message to +91 96795 30473 with your order number. Our WhatsApp number is for chat only; we do not take calls on this number.
  • Once a tracking number has been generated or your order has been dispatched, it can no longer be cancelled. After delivery, you may request a return if the item is eligible.
  • For cancelled prepaid orders, the refund will be issued to the original payment method. Cancelled Cash on Delivery orders require no refund, as no payment has been collected.

1. Return Window and Conditions

Return requests must be submitted within 3 days of delivery. To be eligible for a return:

  • The item must be unused and unworn and in its original condition.
  • The item must be returned with its original packaging, tags, backing cards, and accessories intact.
  • Earrings are returnable on the same terms, provided they are unworn and in their original packaging.
  • The product must be the same item that was originally shipped by us.
  • Products that have been used, altered, damaged by the customer, or returned without their original packaging or tags are not eligible for a return or refund.
  • All returned items are inspected before a refund is approved.

2. No Exchanges

We do not offer exchanges. If you need a different size or design, return the item within 3 days of delivery and place a new order for the item you want. Your refund for the returned item will be processed once we receive and inspect it.

3. Unboxing Video Requirement

For claims involving damaged, missing, or incorrect items, an unboxing video is required.

Please ensure that:

  • The package is recorded from its sealed condition before opening.
  • The package, packaging, shipping label, and contents are clearly visible.
  • The video clearly shows the condition of the product when the package is opened.

Without a valid unboxing video, we may not be able to verify or process the claim.

4. Non-Returnable Items

The following items cannot be returned or refunded, unless required by law:

  • Personalized or engraved jewellery
  • Sale or clearance items
  • Gift cards

5. Damaged, Defective, Missing, or Incorrect Items

If you receive an item that is damaged, defective, missing, or different from what you ordered:

  • Contact us within 48 hours of delivery.
  • Send clear photographs of the product and its packaging.
  • For damaged or missing items, send the unboxing video.
  • Share your order number and any other details we ask for to verify the issue.
  • After verification, we will arrange a replacement or refund, depending on the situation and stock availability.

This includes items damaged during delivery. In these cases, return pickup is free.

Damaged parcel at delivery: if the outer packet is torn, crushed, or opened, do not accept it. Refuse the parcel and hand it back to the delivery person, then contact us with your order number.

6. Returns for Wrong Size or Change of Mind

If you are returning an item because of wrong size, change of mind, or any other reason that is not our mistake:

  • The item must meet all the return conditions above.
  • A flat reverse pickup fee of ₹150 will be deducted from your refund.
  • The refund is processed only after the item reaches us and passes inspection.

7. How to Request a Return

All return requests must be submitted through your Twinkling Heart account on our official website.

  1. Go to Returns / Request a Return on TwinklingHeart.com, or click Log in on our website.
  2. Sign in with the email address used for your order (a one-time code will be sent to you).
  3. Open Orders, select your order, and click Request return.
  4. Choose the item(s) and the reason, and submit your request within 3 days of delivery.
  5. You will receive an email once your request is reviewed, with next steps and pickup details.

How the Item Is Collected

  • Reverse pickup: we arrange a courier to collect the item from your address. This is how all returns are collected.
  • Self-ship (only if reverse pickup is not available at your pincode): we will tell you if pickup is not available. You then send the item to our address by a tracked courier or India Post Speed Post and share the tracking number with us. Pack it securely and write your order number on the parcel.
  • If you self-ship an item that was damaged, defective, missing, or incorrect, we will reimburse your courier charges, up to a maximum of ₹150, once we receive the item. Please keep the courier receipt.
  • Do not send a return to us by self-ship unless we have asked you to.

For damaged, missing, or incorrect items, also send the unboxing video and photographs, with your order number, to our official email or WhatsApp number listed below.

Return requests sent only through direct messages, personal phone numbers, or other unofficial channels may not be processed.

8. Return Updates

Updates about your return will be sent by email to the address on your order.

For help, contact us at twinklingheart6@gmail.com or send a WhatsApp message to +91 96795 30473 (chat only; we do not take calls on this number).

9. Inspection

Every returned item is inspected when it reaches us. A return will be rejected if the product:

  • Has been used or worn.
  • Has been altered or damaged by the customer.
  • Is missing its original packaging or tags.
  • Is different from the product we originally shipped.
  • Is a non-returnable item.
  • Does not meet the return conditions above.

10. Refunds

Once the returned item has been received and approved:

  • Prepaid orders are refunded to the original payment method.
  • Cash on Delivery orders are refunded to the UPI ID or bank account you provide.
  • Refunds are processed within 7–10 business days of approval.
  • The time for the money to appear in your account depends on your bank or payment provider.
  • For wrong size or change-of-mind returns, the flat ₹150 reverse pickup fee is deducted from the refund.
  • If the returned item does not meet our return conditions, no refund will be issued.

11. Return Shipping Charges

  • Damaged, defective, missing, or incorrect item, including damage during delivery: return pickup is free. If you had to self-ship, we reimburse your courier charges up to ₹150.
  • Wrong size, change of mind, or personal preference: a flat reverse pickup fee of ₹150 is deducted from your refund.

12. Fraud Prevention & Payment Safety

Important: Twinkling Heart will never ask for your UPI PIN, OTP, card PIN, or payment through a personal phone number to process a refund or return.

Do not share your OTP, UPI PIN, card details, passwords, or other confidential payment information with anyone claiming to represent Twinkling Heart.

For your safety, use only the official Twinkling Heart website and our official contact channels for returns and refunds.

13. Contact Us

Website: TwinklingHeart.com

Email: twinklingheart6@gmail.com

WhatsApp: +91 96795 30473 (chat only; no calls)

Return requests must be submitted through your account on our website. Please keep your order number ready when contacting us.