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What should I do if I received wrong or a damaged item?

In case you have received a wrong or a damaged item from us, please do not return the product just yet. Our lovely customer service team will be happy to discuss the exchange with you. Please reach out to our customer service team at careline@twistshakebaby.com.my

Kindly note that our customer service team works on standard working days only, excluding weekends and public holidays.

Can I exchange a product for another one?

We do not exchange products. If you wish to exchange a product, you will need to return your purchase for a refund and place a new order. It is only possible to get a refund on returns when the return is in line with our Return and Refund Policy.

What’s the Return and Refund Policy at Twistshake Malaysia?

Twistshake Malaysia offers you a 15-days easy return policy, allowing you to return your purchased items within 15 days from the date of receipt of shipment/item. If you need to return an item for “change of mind” please follow the process below.

1. Pack goods to be returned

Please only return goods to us in their un-opened and originally sealed packaging. You may no longer return a product if you have opened the product packaging. The reason for this is that once a product packaging has been opened, it can no longer be resold for hygiene reasons.

Please include the Twistshake Malaysia delivery note in the parcel so that we can process your return as quickly as possible.

We also recommend you to pack your return items in the original Twistshake Malaysia cardboard box and re-use the bubble wrapping material to avoid any damaging of the products or its packaging on their return. All return items are inspected upon arrival and we will only be able to refund for products that are arriving in a perfectly resaleable condition.

2. Send the parcel to the following address

Bio Vigor Sdn. Bhd.
Twistshake Malaysia Returns Center
14, Jalan Sungai Buloh 27/101A, HICOM 27
40400 Shah Alam, Selangor, Malaysia

3. Return Costs

The customer will bear- the full return cost- and risk associated to shipping the parcel back to us. In the case of missing parcel, Twistshake Malaysia would not be held responsible. 

4. Refund

As soon as the returned goods have been checked and deemed to be in an acceptable condition by our customer service team, you will receive an email confirmation. The refund process will take 14 working days after which the spent amount will be reflected in your bank account or credit card.

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