Return & Refund Policy

Thank you for shopping with Twissk. We are committed to providing safe, high-quality pet nutrition crafted with sincerity and care. Please review our return and refund policy below.

1. Non-Returnable & Non-Refundable Items

All Twissk products are non-returnable and non-refundable, except for the following cases:

• Manufacturing defect
• Wrong item received

For safety reasons, opened or used consumable products cannot be returned.

2. Conditions for Valid Returns

To qualify for a return or exchange:

• Item must be unused, unopened, and in original packaging
• Return request must be made within 7 working days of receiving the product
• All components, freebies, and packaging must remain intact

3. How to Request a Return

Please email our customer service team at twissksupport@dezenpc.com with the following details:

• Order ID
• Clear photos of the product (defect or wrong item)
• A short description of the issue

Our team will review your case within 3–5 working days.

4. Refund & Exchange Processing

Once your return is approved and received:

• Replacement items will be sent within 15 working days
• Refunds (if applicable) will be issued via your original payment method

For payment-related issues (such as duplicate or wrongful charges), refunds will be processed after verification.

5. Damaged Items During Delivery

If you receive a damaged product:

• Take clear photos immediately
• Contact us within 48 hours
• Courier investigation may be required before a replacement is issued

6. Non-Eligible Returns

We cannot accept returns for:

• Opened or used products
• Change-of-mind requests
• Items damaged due to misuse or improper storage
• Free gifts, promotional items, or trial packs

7. Contact Us

Dezen Petcare Sdn. Bhd. (1625673-T)
B-06-20, Kompleks Perindustrian EmHub, Kota Damansara, Selangor.
Email: twissksupport@dezenpc.com