Warranty & Returns

Returns

To make a warranty claim on a product, please contact us directly. For all warranty claims please fill out the form at the bottom of this page. We do not accept returns on any products unless the product was not as advertised or is proven defective on arrival. If you received the wrong product, please contact customer service by calling us at +1 (866) 665-6837, or by sending us an email.

All products from TW Trade are brand new from our warehouse and have robust product packaging. In the event any wholesale customer would like usto open the product box for a craftsmanship inspection or testing electronic components, customers may request that by contacting customer service immediately after ordering. A quality assurance team member will ensure that our products are properly functioning before shipping.

Defective Product

We do not require wholesale customers to return their defective products however we do require all wholesale customers to provide proof that their product is faulty. We will always try to troubleshoot with our customers to see if the issue can be rectified before making a replacement or issuing a refund.

We may ask for the following:

- A clear, detailed video of the product and how it is defective,
- Pictures of the defective product,
- Pictures of external packaging or product while it is still in possession of the courier,
- Signature approving the shipment.

TW Trade Guaranteed Extended Warranty

TW Trade products with electrical components feature the TW Trade Guarantee Extended Warranty. These products have a one-time guaranteed exchange of the equivalent item if the product fails within 1 year from the purchase date. The extended warranty terms are listed below:

This extended warranty covers:

Products that arrive defective, including:
- Products with improperly functioning electronic components,
- Products with sticking or faulty buttons,
- Products with visible damage caused during the manufacturing process,
- Products damaged during the shipping process,
- Water damage to electronic toys, where the toy states it is waterproof or submersible or water-resistant, where a manufacturing defect inhibits water resistant features.

Any product being exchanged due to water damage as stated above can only be exchanged for a product manufactured by TW Trade, with an equal or lesser retail value. If you have video evidence of a courier mishandling your package froma Google Nest or other Smart Home product, we may request the footage in order to make a complaint with the courier service.

This extended warranty does not cover:

- TW Trade products purchased from unauthorised websites, retail establishments or distributors,
- Buyer's remorse,
- Damage sustained from excessive use,
- Modification or products that have been taken apart and/or reverse engineered,
- Water damage to electronic components, where the toy states it is not water-resistant.

Limited Warranty

All brands not belonging to or manufactured by TW Trade on twtradewholesale.com have a limited warranty in the event of a manufacturer’s defect. A full list of what is covered can be viewed below. To make a warranty claim, please email customer service no more than 14 businessdays after receipt for products without electronic components, and 30 days for products with electronic components. If customers are unsure of the exact date, it can be found by visiting the order history, selecting the ordered item and clicking on the tracking number. If customers are eligible for a warranty claim, we will send a replacement item or equivalent that has been tested for full functionality. Customers are responsible for paying any associated fees, including shipping and handling to return the product to our fulfilment center. The cost of shipping a new product to our customers is covered.

This limited warranty covers:

Any product being exchanged due to water damage as stated above can only be exchanged for a product manufactured by TW Trade, with an equal or lesser retail value. If there is video evidence of a courier mishandling the package from a Google Nest or other Smart Home product, we may request the footage in order to make a complaint with the courier service.

This limited warranty does not cover:

- Products not purchased on twtradewholesale.com,
- Buyer's remorse,
- Damage sustained from excessive use,
- Modification or products that have been taken apart and/or reverse engineered,
- Water damage to electronic components, where the toy states it is not water resistant.

Amendments To This Warranty

TW Trade reserves the right to modify this warranty for any reason, at any time without notice.

We're happy to help!

Your satisfaction is our priority! Our customer service team will contact you as soon as we can to resolve problems to the best of our ability. Resolutions are typically made in the form of online store credit to replace the value of the defective product or a replacement of equal value or lesser value. Please fill out the form below to begin the warranty/returns claim process: