Return Policy
Last updated: October 17, 2026
Return and Refund Policy
Effective Date: 17 October 2026
At Tuzan Express, customer satisfaction is important to us. We aim to provide quality products and a reliable shopping experience. If you receive a damaged, defective, incorrect, or otherwise eligible product, we will review your request in accordance with this Return and Refund Policy and applicable laws of Bangladesh.
This policy applies to purchases made through our website: https://tuzanexpress.com.
1. Eligibility for Returns
A return or exchange request may be considered in the following circumstances:
The product arrives damaged or defective.
The wrong product is delivered.
The product received materially differs from its description on our website.
The product is incomplete or missing essential parts or accessories advertised as included.
Another return reason is accepted under our published policy or applicable law.
Customers should contact us within 3 calendar days of receiving the product to report an issue. This is a proposed reporting period and does not override any mandatory consumer rights or legal deadlines.
2. Conditions for Returning Products
To help us process a return request, customers should, where applicable:
Provide the order number and proof of purchase.
Explain the reason for the return.
Provide clear photographs or videos showing the issue, if relevant.
Keep the product, original packaging, labels, accessories, and included items until the request is reviewed.
Follow the return instructions provided by our customer service team.
Products should not be intentionally damaged, altered, or misused after delivery.
Certain products may be subject to specific return conditions because of their nature, hygiene requirements, customization, or other legitimate restrictions. Any such restrictions will be communicated where applicable and will not remove rights that customers have under applicable law.
3. Non-Returnable Products
Some products may not be eligible for return for reasons such as hygiene, personalization, perishability, or damage caused by improper use.
Where applicable, product-specific return restrictions will be disclosed before purchase.
These restrictions do not apply where a return, replacement, or refund is required by law, including applicable remedies for defective, incorrect, or misrepresented products.
4. How to Request a Return
To request a return, please follow these steps:
Contact Tuzan Express through our official website or customer service channel.
Provide your order number, contact details, and reason for the request.
Share supporting photographs or other evidence where necessary.
Wait for our team to review the request and provide return instructions.
Return the product using the agreed procedure, where a return is approved.
Please do not send products to an address that has not been confirmed by our team.
5. Refund Policy
A refund may be approved after we review the circumstances and, where necessary, inspect the returned product.
Refunds may be considered when:
A product is confirmed to be defective or damaged on arrival.
An incorrect product has been delivered and an appropriate replacement is unavailable or unsuitable.
An order is cancelled after payment and a refund is due.
A refund is otherwise required under our policy or applicable law.
Approved refunds will ordinarily be made through the original payment method where practicable. If that is not possible, an alternative method may be arranged with the customer's agreement, subject to applicable law.
Any refund will include the amounts required to be returned under applicable law and the circumstances of the case.
6. Refund Processing Time
Once a refund is approved, we aim to initiate processing within 7–10 business days.
The time required for the refunded amount to appear in the customer's account may depend on the bank, payment gateway, mobile financial service provider, or other payment service involved.
We will communicate any material delay where reasonably possible. This proposed timeframe does not limit any shorter deadline required by applicable law.
7. Exchange and Replacement
Depending on product availability and the circumstances, we may offer a replacement or exchange for an eligible product.
If the same product is unavailable, we will discuss an appropriate alternative or refund, as applicable.
Replacement and exchange requests are subject to product availability and applicable consumer-protection requirements.
8. Return Shipping Costs
Where a return is necessary because we delivered a defective, damaged, or incorrect product, Tuzan Express will arrange or cover reasonable return shipping costs as required by our policy and applicable law.
For other approved returns, responsibility for return shipping costs will be communicated before the return is arranged and will be subject to applicable law.
Customers should contact us before sending a product back.
9. Order Cancellation
Customers who wish to cancel an order should contact us as soon as possible.
Cancellation may be possible before the order is dispatched. Once the product has been handed over to a courier, cancellation may instead need to be handled under the applicable delivery and return procedures.
If payment has already been collected and a refund is due, it will be processed in accordance with this policy and applicable law.
10. Incorrect or Missing Items
If you receive an incorrect item or find that an item is missing from your order, please contact us promptly with your order number and relevant details.
We will investigate the issue and arrange an appropriate resolution, such as supplying the missing item, replacing the incorrect product, or issuing a refund where applicable.
11. Abuse of the Return Policy
Tuzan Express may review requests where there is reasonable evidence of fraud, deliberate product damage, or repeated misuse of the return process.
Any decision will be based on the circumstances, our published policy, and applicable law. Legitimate customer complaints and statutory consumer rights will not be denied solely because a customer has previously requested a return.
12. Contact Us
For return, exchange, or refund assistance, 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 in your communication so we can assist you more efficiently.
Thank you for shopping with Tuzan Express. We value your trust and are committed to handling customer concerns fairly and responsibly.