Refund policy

Tuza Naturals LTD (“Tuza”) reserves the right to refuse/cancel any order. Tuza at its sole discretion may cancel any order(s):

i. If it suspects a fraudulent transaction, or
ii. Suspects a customer has undertaken a transaction which is not in accordance
with the Terms of Use of the platforms we operate on
iii. Tuza also reserves the right to cancel or refuse order fulfillment for any reason
outside its control including delivery related and/or logistical difficulties.

Refund / cancellation policies applicable in the following conditions:

a) If the buyer cancels an order online before it has been processed and shipped, the
entire order amount plus shipping fees will be refunded.
b) If the buyer cancels an order online that has been processed and shipped but not
yet delivered, the entire order amount less shipping and return fees will be
refunded. The refund will be processed once Tuza receives the originally ordered
item(s) back intact from the courier.
c) Delivered orders cannot be cancelled.
d) Goods that are damaged upon delivery will be refunded in full less shipping fees.
e) In the event of a failed transaction or double realization of an order amount for the
same order, the total amount charged erroneously will be refunded.
f) Tuza does not guarantee refunds to the buyer’s account within a certain time frame,
but we assure our clients that refunds will be processed as quickly as possible.
g) In the event of qualifying partial cancellations (items must be cancelled before
order is processed, shipped, and delivered) the total amount due for cancelled
items will be refunded.

To start a return, you can contact us at tuzanaturals@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at tuzanaturals@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at tuzanaturals@gmail.com.