Return & Refund Policy

We are committed to ensuring that every purchase you make and every product you receive is correct and in proper condition. However, if a product has a manufacturing defect, does not work after you receive it, or the color or size differs from what you ordered, you may be eligible for a product return or exchange.

Product Missing or Incorrect Product

For any complaint regarding a missing or different product, please check the product carefully in front of the delivery person at the time of delivery or make sure to record a complete unboxing video.

Without an unboxing video, complaints regarding a missing product, damage caused during courier delivery, or receiving a different product will not be accepted. Therefore, to avoid any misunderstanding, customers are strongly requested to record an unboxing video when opening their package.

Products Not Eligible for Return, Exchange, Warranty, or Refund

Return, exchange, warranty, and refund will not be applicable in the following cases:

  • Products that have been burned or physically damaged.
  • Any type of software or digital product.
  • Products purchased from a clearance sale.
  • Products where the intact seal or sticker has been removed.
  • Underwear or undergarment items.
  • Any accessories, chargers, or adapters provided with the product.
  • Any gift items or rewards provided free of charge.
  • Products with scratches, marks, or any condition that makes them unsuitable for resale.
  • Compatibility issues with any third-party hardware, device, app, or software where such compatibility is not a default feature of the product.

Reporting a Product Issue

After receiving your product, please check it as soon as possible. If you notice any problem, you must submit a written complaint to us within the specified time.

Email will be given top priority for written complaints. However, for minor issues or if you need help understanding how to operate a product, you may contact our call center or message us through Facebook for assistance.

Returning a Product

If a product needs to be returned, it must be properly packed along with all provided documents, boxes, accessories, warranty cards, stickers, labels, gift items, and other included items.

The product should be sent to our office address by courier, or you may send it personally or through another person.

The product must be properly packed in a box or separate bag. Tape must not be applied directly to the product box under any circumstances.

If pickup from your location is available, we will try to arrange it. In such cases, the customer must pay the applicable courier charge in advance.

Product Condition for Return

Any returned product must remain in a resalable condition.

A return will not be accepted if any parts are missing or if the product box has been damaged.

Once we receive the returned product, we will inspect it. If everything is found to be in proper condition, the refund process will be initiated within 72 hours.

Return Delivery & Other Charges

If the product has a manufacturing defect or other product-related fault, we will bear the applicable delivery charge.

However, in cases such as change of mind, not liking the product, or other reasons not related to a product fault, all courier charges and other payment settlement charges must be paid entirely by the customer.

If the customer received any cashback or gift with the order, the applicable cashback amount or gift value will be deducted/recovered during the refund process. The remaining eligible amount will then be refunded.

Important Notice

Customers must contact us within 24 hours of receiving the product. Complaints submitted after 24 hours will not be accepted.

TusarMall will not accept product returns or exchanges unless there is a valid issue or problem with the product as specified in this policy.

10. Contact Us

For any return, exchange, or refund request, please contact us:

Website: tusarmall.com
Email: contact@tusarmall.com
Phone: +880 1707-197207

Last Updated: Sep 24, 2026