Return & Refund Policy

Tunomart is committed to providing a positive shopping experience for our customers. This policy ensures our customers' rights are protected in situations requiring support after receiving their order.

I. SUPPORT POLICY FOR FAULTY, INCORRECT, OR MISSING ITEMS

This policy applies when the error originates from Tunomart (manufacturing, packaging, shipping).

1. Time Limit for Support Requests

The request must be submitted with 30 days from the date the customer receives the order.

2. Accepted Cases

  • Faulty/Damaged Product: The product is damaged (torn, punctured, technical fault) or significantly different from the description.
  • Incorrect/Missing Item: Receiving the wrong item. incorrect quantity, or a missing product compared to the order placed.

  • Lost Order: The order is lost and confirmed as such by the shipping carrier.

3. Product Conditions and Return Rules

  • Product Condition: The product must be unused, unwashed/untreated, and have the original tags intact (if applicable) upon receipt.
  • Return Rules: Customers are NOT required to return the faulty, incorrect, or missing item.
  • Costs: Tunomart will cover ALL costs for sending the replacement product or issuing a refund.

4. Resolution Method

Tunomart will proceed with either a replacement (sending a new product) or a full refund (according to the customer's request).

II. EXCHANGE POLICY DUE TO PERSONAL CHANGE OF MIND

This policy applies when the customer wished to exchange the item for a different product after receiving the order.

1. Time Limit for Exchange Requests

The request must be submitted within 30 days from the date the customer receives the order.

2. Applicable Rules

  • Resolution Method: Only exchanges for another product are accepted; Refunds are NOT applicable.
  • Product Condition: The product must be unused, unwashed/untreated, have the original tags, original packaging intact, and be in a resalable condition.
  • Return Rules: The customer MUST return the original product. A specific return instruction email will be sent after your request is approved.
  • Costs: The customer is responsible for ALL two-way shipping costs (sending the old product back and shipping the new product out).

III. GENERAL PROCEDURE FOR SUBMITTING A SUPPORT REQUEST

To ensure your request is processed quickly, please follow these steps:

Send Email to: [email protected]

Email Subject: Clearly state "SUPPORT REQUEST – [YOUR ORDER NUMBER]".

Content: 

Provide details:

  • Order number
  • Clear description of the product issue or reason for exchange
  • Desired resolution (Replacement or Refund, in cases where the request is due to an error on our part). 
  • Evidence: Attach clear photos/videos showing the product issue or photos of the intact product.

IV. REFUND PROCESSING (APPLICABLE TO SECTION I)

When your refund request is approved, we guarantee the following process:

Internal Processing Time: The refund will be initiated within 24 hours of confirmation.

Time to Reach Account: Depends on your payment method:

  • PayPal: 1–3 business days.
  • Credit/Debit Card: 5–7 business days to appear on the statement.

V. CASES WHERE SUPPORT IS DENIED

Tunomart reserves the right to reject any exchange or refund request in the following situations:

  • Request submitted after the specified time limit (30 days).
  • Product is damaged due to misuse, improper storage, incorrect washing/cleaning, or is altered or soiled by the customer.
  • Products exchanged due to change of mind that have been used, washed, or are not in their original condition.
  • Orders that could not be delivered because the address provided by the customer was incorrect.

VI. ORDER CANCELLATION AND MODIFICATION POLICY

Customers have 6 hours from the time of placing a successful order to request an order cancellation, quantity change, or delivery address modification. Please send an immediate email request to [email protected]. After this 6-hour time limit, the order will move to the processing and shipping preparation stage. We regret that we cannot accept or process any cancellation or modification requests for the order after this time.

VII. CONTACT INFORMATION

If you have any further questions regarding our Return & Refund Policy, please contact us via:

  • Support Email: [email protected]
  • Working Hours: Mon – Fri, 9:00 AM – 5:00 PM (Eastern Time – ET)