Refund & Return Policy

Twister Sdn. Bhd.

Last updated: (insert date)

This Refund & Return Policy explains the terms under which refunds, returns, exchanges, and cancellations are handled by Twister Sdn. Bhd. (“Twister”, “we”, “our”, or “us”). By placing an order or confirming a quotation, you agree to the terms outlined below.

1. GENERAL POLICY

Due to the nature of our products—industrial digital cutters, packaging systems, and software—all sales are considered final unless otherwise stated in writing.

Most products supplied by Twister Sdn. Bhd. are:

  • Professionally configured
  • Software-licensed
  • Custom-installed or calibrated

As such, returns and refunds are limited and subject to assessment.

2. NON-RETURNABLE ITEMS

The following items are non-returnable and non-refundable:

  • Digital cutting machines and systems
  • Software licenses (activated or registered)
  • Custom-configured or special-order machines
  • Installed or commissioned equipment
  • Training, consultation, and service fees
  • Consumables and wear-and-tear parts

3. RETURN ELIGIBILITY (IF APPLICABLE)

A return may be considered only if:

  • The product is delivered incorrectly
  • The product is defective upon delivery
  • The issue is reported within 7 working days of delivery
  • The product is unused, uninstalled, and in original packaging

All return requests are subject to inspection and approval by Twister Sdn. Bhd.

4. DEFECTIVE OR DAMAGED ITEMS

If you receive a product that is defective or damaged during delivery:

  1. Notify us within 7 working days
  2. Provide photos/videos and relevant order details
  3. Do not install or operate the equipment
  4. Await written instructions from our team

Approved cases may result in:

  • Repair
  • Replacement
  • Partial refund (where applicable)

5. ORDER CANCELLATIONS

Before Order Confirmation

  • Orders may be cancelled without penalty before official confirmation or payment processing.

After Order Confirmation

  • Cancellations are subject to approval
  • Administrative, restocking, or supplier charges may apply
  • Custom or special-order items are non-cancellable

6. REFUNDS (IF APPROVED)

  • Refunds are processed only after approval
  • Refunds will be made to the original payment method
  • Processing time may take 7–14 working days
  • Transaction or gateway fees may be deducted where applicable

7. WARRANTY-RELATED CLAIMS

Warranty claims are handled under the Warranty Policy and do not automatically qualify for refunds or returns. Repairs or replacements will be provided according to warranty terms.

8. SHIPPING & LOGISTICS COSTS

  • Shipping, delivery, and installation fees are non-refundable
  • Return shipping costs (if approved) are borne by the customer unless otherwise agreed

9. LIMITATION OF LIABILITY

Twister Sdn. Bhd. shall not be liable for:

  • Business interruption or production loss
  • Loss of profit or revenue
  • Indirect or consequential damages

Liability is limited to the value of the product purchased, where applicable.

10. POLICY CHANGES

Twister Sdn. Bhd. reserves the right to update or amend this policy at any time without prior notice. Changes will be published on this page.

11. CONTACT INFORMATION

For refund or return inquiries, please contact:

Twister Sdn. Bhd.
📍 6, Jalan P2/6A, Bandar Teknologi Kajang,
43500 Semenyih, Selangor, Malaysia

📞 +6 03-8726 0865 / +6 03-2143 4488
📧 sales@jobsheets.twister.my