Due to the nature of our products, we do not accept returns on any products unless the product was not as advertised. 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 or brand new from a Love Shop retail location and have robust product packaging. In the event you would like us to open your product box for a craftsmanship inspection or testing electronic components, you may request that by contacting customer service immediately after ordering. A quality assurance team member will ensure that your product is properly functioning before shipping.
All products on twtrade.ca come with a limited warranty in the event something goes wrong. You can view a full list of what is covered below.
In order to make a warranty claim, you must email TW Trade customer service no more than 14 days after your product was delivered for products without electronic components, and 30 days for products with electronic components. If you are unsure of the exact date, you can find it by visiting your order history, selecting the ordered item and clicking on the tracking number used by the courier.
If you are eligible for a warranty claim, you are entitled to an exchange of the equivalent item. You are responsible for paying any associated fees, including shipping and handling to return the product to TW Trade. The cost of shipping a new product to you is covered by TW Trade.
Products that arrived defective. This includes:Products with improperly functioning electronic components.Products with sticking or improperly functioning buttons.Products with visible damage caused during the manufacturing process.Products damaged by a courier from mishandling.If you have video evidence of a courier mishandling your 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 warranty does not cover TW Trade products that were purchased on other websites, retail establishments or distributors. If you received a defective product from another source that unreasonably refuses to exchange your product or have knowledge of any unauthorized distributors, please contact TW Trade customer service. As we only want our products being sold from trusted and verified sources, your support in this regard is strongly valued.
This warranty also does not cover:
Buyers remorse, regretting a purchase, wanting to exchange for an alternative product.Damage, modification or mistreatment from the end user. This includes:Water damage to electronic toys that do not state they are water proof.Products that have been taken apart.Products that were ripped, stabbed, or otherwise forcefully damaged.
Some TW Trade products feature the TW Trade Guarantee Extended Warranty. These products feature a one-time guaranteed exchange of the equivalent item for any reason including accidental and/or intentional damage. The extended warranty period operates with the same terms as the limited warranty terms.
A full list of products featuring the TW Trade Guarantee Extended Warranty can be found below.
TW Trade reserves the right to modify this warranty for any reason, at any time without notice.
Last updated: February 11, 2020