Return and Refund Policy

Last updated: April 20, 2026

Return Period: 30 days from the date of delivery
Restocking Fee: None
Refund Processing Time: Within 7 business days

By submitting a return or exchange request through Tuzwa, you agree to the terms outlined in this policy.
These guidelines are intended to provide clear and transparent information regarding our return and refund process. They apply to orders shipped within the United Kingdom, the United States, and Australia.

Return Period
Standard Return Window: You may return an item within 30 days from the date of delivery.
Extended Return Window: If there are delays beyond our control affecting the delivery, an extended return period may be provided. Any such extension will be communicated based on your specific order.

Conditions for Return
Cancelling Unshipped Orders: If your order has not yet been shipped, you can request a cancellation by contacting our customer support team.
Returns for Shipped Orders: If your order has already been shipped, you will need to follow our standard return procedure.

Damaged on Arrival
Immediate Action Required: If your item arrives damaged, please contact us as soon as possible after delivery.
Photographic Evidence: To help us process your request quickly, please provide clear photos showing the damage.

Faulty Manufacturing or Breakage After Use (Warranty)
Warranty Period: Each product comes with its own warranty period, which is specified on the relevant product page.
Post-Use Issues: If a product becomes defective or breaks after use, the applicable warranty terms will apply. Please refer to the product page for full warranty details.

Change of Mind
To be eligible for a return due to a change of mind, the item must be in the same condition as when it was received:

Unused
With all original tags attached
In its original packaging
Accompanied by a receipt or proof of purchase

Returns will not be accepted under the following conditions:
The item shows clear signs of use
The item is not in its original condition
The item is damaged or has missing parts not caused by us
More than 30 days have passed since the delivery date

Return Shipping Costs
Defective or Incorrect Items: If you receive a faulty or incorrect product, we will provide a return shipping label via email and cover the return shipping cost.
Voluntary Returns or Exchanges: For returns or exchanges made by choice, the customer is responsible for the return shipping fees.

Exchanges
Process: Follow the standard return process and specify that you request an exchange.

Incorrect Product Received
Immediate Reporting: If you receive the wrong item, please contact us promptly so we can arrange the return and send the correct product.

Missing Item Claims
If any item from your order is missing upon delivery, please contact our support team within 7 days at support@tuzwa.com.
To assist us in resolving the issue efficiently, kindly provide your order number, photos of the package you received, and details of the missing product.
After reviewing your case, we will take appropriate action, which may include sending the missing item, arranging a replacement, or issuing a refund.

Orders Not Received
If your order has not been delivered within the expected timeframe, please contact our support team so we can initiate an investigation with the shipping provider.
Be sure to include your order number and tracking details to help speed up the process.
If the carrier is unable to locate the shipment, Tuzwa will offer either a replacement or a full refund based on product availability and your preference.

Initiating a Return
To start a return, please contact us at support@tuzwa.com and include your order number, contact information, and the reason for the return.
For damaged or incorrect items, please provide clear photographic evidence to help us process your request more efficiently.

Return Process
If you wish to return an item, please follow the steps below:
Download and print the Return Form.
Fill out the form completely and place it inside your return package.
Please send your return to the address provided below:
Return Address: Tuzwa Warehouse
1123 Dewitt St, Ellsworth, IA 50075, US
Ship your return using a trackable shipping method of your choice.
After sending the package, email the tracking number to our support team at support@tuzwa.com so we can monitor the delivery.

Required Documents
Proof of Purchase: Please keep your order confirmation or receipt, as it will be required for processing your return.
Photo Evidence: For damaged or incorrect items, clear photographic evidence must be provided to support your request.

Refund Process
Inspection and Processing: Once your returned item is received, it will be inspected before the refund is approved and processed.
Refund Method: Refunds will be issued to the original payment method.
Time Frame: Refunds are processed within 7 business days after the returned item has been received.

Note: Please be aware that additional processing time may be required by your bank or card provider before the refund appears in your account.

Contact & Opening Hours
If you have any questions or need assistance, you can reach us using the details below:

Contact:
Company Name: Tuzwa
E-Mail: support@tuzwa.com
Contact Form: Click here
Phone Number: +1 2282256873
Address: 1123 Dewitt St, Ellsworth, IA 50075, US
Customer Service: Monday to Saturday between 9:00 AM – 6:00 PM Central Time (CT).
Customer service responds within 24 hours on business days.

Opening Hours:
Monday to Saturday: 9:00 AM – 6:00 PM Central Time (CT)
Sunday: Closed
Public Holidays: Closed