Refund Policy
Last updated: October 17, 2026
Refund Policy
Effective Date: 17 October 2026
At Tuzan Express, we value our customers and aim to handle all refund requests fairly, transparently, and responsibly. This Refund Policy explains when a refund may be issued, how to request one, and how the refund process works.
This policy applies to purchases made through our official website: https://tuzanexpress.com.
1. Eligibility for Refunds
A refund may be considered in the following circumstances:
An order is cancelled after payment has been received and a refund is due.
A product arrives damaged or defective.
An incorrect product is delivered and an appropriate replacement cannot be provided or is not an acceptable resolution.
A product is materially different from its advertised description, subject to verification.
An order cannot be fulfilled because the product is unavailable.
A refund is otherwise required under our published policies or applicable law in Bangladesh.
All requests will be reviewed based on the circumstances of the order and the applicable legal requirements.
2. How to Request a Refund
To request a refund, please follow these steps:
Contact Tuzan Express through our official website or customer service channel.
Provide your order number, name, contact number, and reason for requesting a refund.
Explain the issue and provide photographs, payment confirmation, or other supporting information where necessary.
Follow any reasonable verification instructions provided by our customer service team.
Wait for confirmation of the refund decision and the next steps.
We may request additional information when reasonably necessary to verify the order or investigate the issue.
3. Refund Review and Approval
Our team will review the refund request and may verify the order, payment details, product condition, delivery status, and supporting evidence.
We will communicate the outcome of the review to the customer.
Where a refund is approved, we will initiate the process within the applicable timeframe. A refund will not be unreasonably withheld where the customer is legally entitled to it.
4. Refund Processing Time
Once a refund is approved, Tuzan Express aims to initiate processing within 7–10 business days.
The actual time required for the funds to reach the customer may vary depending on the payment method, bank, payment gateway, or mobile financial service provider.
If additional time is required because of a payment provider or another external process, we will provide an update where reasonably possible.
This is a proposed processing timeframe and does not override any shorter period required by applicable law.
5. Refund Methods
Where practicable, approved refunds will be returned through the original payment method.
Depending on the original transaction and payment provider, refunds may be processed through:
The original bank card or bank account.
The original mobile financial service account, where supported.
The applicable payment gateway.
Another mutually agreed and lawful payment method, where the original method is unavailable.
For security reasons, we may need to verify the customer's identity or transaction details before processing a refund. Customers should never share their PIN, password, or one-time verification code with our staff.
6. Cash on Delivery (COD) Orders
For orders paid through Cash on Delivery, an approved refund may be arranged through a suitable bank or mobile financial service method after the customer's details have been verified.
The customer may be asked to provide the necessary account information securely through an approved communication channel.
Any refund due will be handled in accordance with the applicable circumstances and legal requirements.
7. Delivery Charges and Other Fees
The treatment of delivery charges depends on the reason for the refund and applicable law.
Where Tuzan Express is responsible for an incorrect, defective, or damaged product, eligible delivery or return costs will be handled in accordance with our policies and applicable legal requirements.
For other cancellations or approved refunds, any deduction or non-refundable charge must be disclosed where required and permitted by law.
We will not apply deductions that are prohibited by applicable law.
8. Partial Refunds
In certain circumstances, a partial refund may be appropriate, provided it is permitted by applicable law and agreed upon where customer agreement is required.
Any partial refund amount and the reason for it will be communicated clearly to the customer before the refund is finalized.
9. Cancelled or Unavailable Orders
If an order cannot be fulfilled because a product is unavailable or another legitimate issue prevents fulfilment, Tuzan Express will notify the customer where reasonably possible.
If payment has already been collected and a refund is due, the refund will be initiated in accordance with this policy and applicable law.
10. Refunds for Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us promptly and provide your order number and relevant evidence.
Depending on the circumstances, we may offer a replacement, exchange, repair where appropriate, or refund in accordance with our Return Policy and applicable law.
Customers should retain the product and its packaging until our team provides further instructions, where reasonably practicable.
11. Refund Status and Delays
If you have not received an approved refund within the expected timeframe, please contact us with your order number and refund confirmation details.
We will review the status and, where appropriate, coordinate with the relevant payment provider to investigate the delay.
A processing delay by a bank or payment provider does not remove any refund obligation that applies to Tuzan Express under the law.
12. Policy Abuse and Fraud Prevention
We may verify refund requests to prevent fraudulent transactions, duplicate claims, or misuse of the refund process.
Any review or decision will be based on the available evidence, the circumstances of the case, and applicable law. Legitimate refund requests and statutory consumer rights will be respected.
13. Changes to This Refund Policy
Tuzan Express may update this policy to reflect changes in our operations, payment methods, or legal requirements.
The updated policy will be published on our website with a revised effective date. Changes will not remove rights that customers have already acquired under applicable law.
14. Contact Us
For questions or assistance regarding refunds, please contact us through our official website or customer service channel.
Business Name: Tuzan Express
Website: https://tuzanexpress.com
Facebook: Tuzan Express
Please include your order number when contacting us so that we can assist you efficiently.
Thank you for choosing Tuzan Express. We appreciate your trust and are committed to providing fair and transparent customer service.