Last Updated: 05/01/2026

At TUWA, customer trust is a core value. This Return & Refund Policy explains the conditions under which products purchased on the TUWA platform may be returned, replaced, or refunded.

By placing an order on TUWA, you agree to the terms outlined in this policy.

1. Return Eligibility Window

Customers may request a return within 7 calendar days from the date of delivery, unless otherwise stated on the product page.

Return requests submitted after this period may not be eligible for return, replacement, or refund.

2. Eligible Reasons for Returns

A return may be accepted under the following conditions:

• The item delivered is damaged or defective

• The wrong item was delivered

• The item is missing parts or accessories

• The item does not match the product description on the TUWA platform

• Manufacturer defect (where applicable)

3. Items Not Eligible for Return

The following items are non-returnable, unless delivered damaged or defective:

• Personal care and hygiene products

• Underwear, lingerie, and intimate items

• Perishable goods (including food and beverages)

• Digital products, software, gift cards, and vouchers

• Items marked “Non-Returnable” on the product page

• Items returned without original packaging, tags, or accessories

4. Condition for Returned Items

To qualify for a return:

• Items must be unused, unworn, and in original condition

• Original packaging, manuals, warranty cards, and accessories must be included

• Proof of purchase (order number or receipt) must be provided

TUWA reserves the right to reject returns that do not meet these conditions.

5. Return Request Process

To initiate a return:

1. Log into your TUWA account

2. Go to My Orders and select the item

3. Submit a return request stating the reason

4. Follow the instructions provided by TUWA Customer Support

Once approved, TUWA or its logistics partner will arrange item pickup or provide return instructions.

6. Refund & Replacement Options

Replacement

Where possible, TUWA will first attempt to provide:

• An identical replacement, or

• A suitable alternative of equal value

Refund

If a replacement is unavailable, a refund will be processed.

Refunds will be issued via:

• Original payment method, or

• TUWA Wallet or store credit (where applicable)

Refund processing timelines may vary depending on payment method and financial institutions.

7. Change of Mind Returns

Returns due to change of mind may be accepted at TUWA’s discretion, provided that:

• The item is unused and in resellable condition

• Original packaging is intact

For approved change-of-mind returns:

• Delivery fees are non-refundable

• A return processing fee may apply

8. Delivery-Related Returns

If an item arrives damaged or incorrect due to delivery:

• TUWA will cover return logistics costs

• The item must be reported within the return eligibility window

All items shipped through TUWA are insured against theft or damage during transit.

9. Inspection & Approval

All returned items undergo inspection upon receipt.
Approval of refunds or replacements is subject to inspection results.

TUWA reserves the right to reject returns where misuse, tampering, or damage not related to manufacturing or delivery is detected.

10. Refund Timelines

Approved refunds will be processed within 7–14 working days, depending on the payment method and banking processes.

11. Policy Abuse

TUWA reserves the right to:

• Decline returns

• Suspend accounts

• Restrict return privileges

in cases of suspected abuse or fraudulent activity.

12. Policy Updates

TUWA may revise this Return & Refund Policy at any time.
Updates will be posted on the TUWA platform and take effect immediately.

13. Contact Information

For return or refund inquiries, contact:

Email: support@tuwa.com.gh
Website: www.tuwa.com.gh