Refund policy
Last Updated: August 15, 2026
We want you to feel confident trying Twisli.
Because Twisli products may contain consumable drink-mix ingredients, our return policy is different from that of traditional non-consumable products.
Our 30-Day First Order Guarantee
Trying Twisli for the first time should feel low-risk.
Your first Twisli order purchased directly from twisli.shop is covered by our 30-Day First Order Guarantee.
If Twisli isn't right for you, contact us within 30 days of confirmed delivery and we will review your refund request.
Who Qualifies?
To qualify for the First Order Guarantee:
- It must be your first purchase directly from Twisli.
- Your request must be submitted within 30 days of confirmed delivery.
- You must provide your order number.
- You may be asked to provide reasonable information necessary to verify your purchase.
Approved refunds will be issued to the original payment method.
Do I Need to Return an Opened Product?
Unless we specifically request otherwise, you do not need to return opened consumable products covered by an approved First Order Guarantee claim.
For food-safety and quality-control reasons, opened consumable products cannot normally be restocked.
Limitations of the First Order Guarantee
The First Order Guarantee is generally limited to one qualifying refund per customer, household, shipping address, or payment method.
We reserve the right to reject requests where we reasonably determine that the policy is being abused or used fraudulently.
This does not affect any rights you may have under applicable law.
Pre-Order Cancellations
Pre-orders may be cancelled for a full refund before the order enters fulfillment or ships.
To request a cancellation, email care@twisli.shop and include your order number.
Once an order enters fulfillment, we may no longer be able to cancel or modify it.
Returns of Unopened Products
Orders that do not qualify under our First Order Guarantee may still be eligible for return if the product is unopened.
Return requests must generally be submitted within 30 days of delivery.
To qualify, the product must be:
- Unopened
- Unused
- In its original packaging
- In resalable condition
Contact Us Before Returning a Product
Please contact Twisli before mailing any return.
Email us at care@twisli.shop and we will provide return instructions if your return is approved.
Please do not send products back without first receiving return instructions from Twisli.
Unauthorized returns may not be eligible for a refund.
Return Shipping
Unless the return results from a defective product, an incorrect product, shipping damage, or an error by Twisli, return shipping costs are generally the responsibility of the customer.
Original shipping charges are generally non-refundable.
Opened Consumable Products
For food-safety and quality-control reasons, opened consumable products are generally not eligible for physical return or restocking.
This does not affect:
- Our 30-Day First Order Guarantee
- Damaged product claims
- Defective product claims
- Incorrect product claims
- Rights required by applicable law
Damaged Products
If your Twisli product arrives damaged, contact us as soon as possible at care@twisli.shop.
Please include your order number, a description of the issue, and photos showing the damage and shipping packaging when applicable.
Defective Products
If your Twisli product does not function as intended, arrives improperly sealed, appears damaged, has an apparent manufacturing defect, or has another apparent quality issue, contact us at care@twisli.shop.
After reviewing your claim, we may provide an appropriate replacement, refund, or store credit depending on the circumstances.
Incorrect or Missing Products
If we shipped the wrong product, wrong flavor, wrong quantity, or an incomplete order, contact us at care@twisli.shop.
We will review the issue and provide an appropriate resolution.
Flavor Preferences
Taste is personal.
Our 30-Day First Order Guarantee exists so first-time customers can try Twisli with confidence.
Outside of that guarantee, dissatisfaction based solely on individual flavor preference generally does not make an opened consumable product eligible for return.
Sale and Final Sale Items
Products clearly marked Final Sale are generally not eligible for return unless they arrive damaged, defective, or incorrect, or a return is otherwise required by applicable law.
Gift Cards
Where offered, gift cards are generally non-refundable except where required by applicable law.
Refunds
Once a refund is approved, it will be issued to the original payment method.
Depending on your bank or payment provider, it may take several business days for the refund to appear.
Processing times are controlled by your financial institution and may vary.
Original Shipping Charges
Original expedited or premium shipping fees are generally non-refundable unless the refund results from an error by Twisli.
Purchases from Other Retailers
This Return & Refund Policy applies only to purchases made directly through twisli.shop.
If you purchase Twisli through a retailer, marketplace, distributor, or other authorized seller, your purchase will normally be subject to that seller's return and refund policy.
Contact Us
Bifront Technology Co., Ltd.
Doing business as Twisli
Email: care@twisli.shop