Politique de remboursement

30-Day Return Policy

We want you to feel confident shopping with TUSSHOP. We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, the item must be in the same condition in which you received it. It must be unused, unworn, unwashed, uninstalled, undamaged, and returned in its original packaging with all tags, protective films, manuals, cables, accessories, and included parts.

You must also provide your order number, receipt, or other proof of purchase.

Returns that show signs of use, wear, installation, washing, damage, alteration, missing accessories, or incomplete packaging may be refused or may qualify only for a partial refund.

How to Start a Return

To request a return, please contact us at:

Email: tusshopofficial@gmail.com

Please include:

Your full name
Order number
The item you wish to return
The reason for the return
Clear photos or videos if the item is damaged, defective, incomplete, or incorrect

If your return is approved, we will provide return instructions, an authorized return address, and, where applicable, a Return Merchandise Authorization number.

Do not send a return to the address shown on the original shipping label or to our office address unless we specifically instruct you to do so.

Items returned without prior authorization will not be accepted.

Product-Specific Return Requirements

Because TUSSHOP sells products across several categories, additional return requirements may apply.

Mirrors, Electronic Devices, and Household Products

Mirrors, rechargeable products, lighting products, electronic devices, and household items must be returned:

Unused and uninstalled
Without scratches, cracks, stains, or other damage
With all protective films intact whenever applicable
With all chargers, cables, mounting accessories, manuals, tools, and original packaging
Without signs of assembly, installation, or extended testing

Please test products carefully without removing protective materials or completing permanent installation until you are satisfied with the item.

Clothing and Accessories

Clothing and accessories must be:

Unworn and unwashed
Free from stains, odors, makeup, deodorant, pet hair, or damage
Returned with all original tags attached
Returned in the original packaging

Items that have been worn, washed, altered, or damaged after delivery cannot be returned.

Beauty, Personal Care, Oral Care, Eye Care, and Hygiene Products

For health, hygiene, and safety reasons, beauty products, skincare products, cosmetics, eyelash products, adhesives, oral-care products, eye-care products, personal-care products, and similar items are eligible for return only if they are:

Unopened
Unused
Unsealed
In their original hygienic packaging

Once a product seal has been opened or the product has been used, applied, tested, or placed in contact with the body, eyes, mouth, skin, or hair, it cannot be returned unless it arrived damaged, defective, contaminated, or incorrect.

Damaged, Defective, Missing, or Incorrect Items

Please inspect your order as soon as it arrives.

The item is defective
The item was damaged during delivery
You received the wrong item
Parts or accessories are missing
The package arrived visibly damaged

Please contact us as soon as possible, preferably within 48 hours of delivery, and provide clear photos or videos of:

The shipping package
The shipping label
The damaged or incorrect product
Any missing or damaged accessories

Once the issue has been reviewed and confirmed, we may offer a replacement, refund, replacement part, or another appropriate solution.

For verified defective, damaged, or incorrect products, TUSSHOP will cover reasonable return shipping costs when a return is required.

Please do not dispose of the product or packaging until our customer service team has completed the review.

Order Cancellations

Orders may be cancelled only before they have been processed or shipped.

Once an order has entered fulfillment, been transferred to a carrier, or received a tracking number, we may be unable to cancel or change it.

After shipment, the customer must wait for delivery and request a return in accordance with this policy.

Logistics Timeliness and Refund Eligibility

Once an order has been shipped and is in transit, we cannot normally issue a refund solely because the package is still moving through the carrier network.

A refund or replacement may be provided if:

The carrier officially confirms that the package has been lost
The package is returned to the sender through no fault of the customer
The order does not arrive within the maximum delivery period stated in our Shipping Policy
TUSSHOP determines that another delivery failure qualifies for compensation

Delays caused by customs inspections, incorrect customer information, missed delivery attempts, local carrier delays, weather, public holidays, postal strikes, or other circumstances outside our reasonable control do not automatically qualify for an immediate refund.

Total Delivery Time

Total delivery time consists of:

Processing Time + Shipping Time

Processing includes order verification, payment confirmation, quality inspection, packing, and transfer to the shipping carrier.

Shipping time begins after the order has been handed to the carrier. Estimated delivery times may vary according to the destination, shipping method, customs clearance, public holidays, local carrier conditions, and product availability.

Business days generally exclude weekends and public holidays.

Force Majeure and Events Outside Our Control

TUSSHOP is not responsible for delays or delivery disruptions caused by circumstances outside our reasonable control, including but not limited to:

Customs clearance delays
Severe weather or natural disasters
Postal or transportation strikes
Carrier service interruptions
Government restrictions
Public emergencies
Peak holiday congestion
Incorrect or incomplete delivery information supplied by the customer

We will, however, make reasonable efforts to assist customers and communicate with the shipping carrier where appropriate.

Return Shipping Costs and Return Address

For returns based on personal preference, change of mind, incorrect size selection, or an item no longer being wanted, the customer is responsible for return shipping costs.

All returns must:

Be approved before shipment
Be sent to the authorized return address provided by TUSSHOP
Use a trackable shipping service
Include the order number or Return Merchandise Authorization information
Be securely packaged to prevent damage during return transit

TUSSHOP is not responsible for return packages that are lost, damaged, or delivered to an unauthorized address.

Original shipping charges are non-refundable unless the return is caused by a verified TUSSHOP error, a defective product, an incorrect item, or applicable law requires otherwise.

Refusing delivery, returning a package to the sender without authorization, or sending an item to the address printed on the original package does not automatically qualify for a refund.

Non-Returnable Items

The following items cannot normally be returned:

Opened or used beauty and personal-care products
Opened skincare, cosmetics, eyelash products, adhesives, or applicators
Opened oral-care or eye-care products
Used hygiene or health-related products
Products that have come into contact with the body, eyes, mouth, skin, or hair
Intimate apparel or other hygiene-sensitive clothing
Personalized, customized, or made-to-order products
Perishable or consumable products
Hazardous materials, flammable liquids, aerosols, or gases
Gift cards
Items specifically marked “Final Sale”
Products damaged through misuse, improper installation, accidents, unauthorized modification, or failure to follow product instructions

Discounted products are not automatically final sale unless the product page or checkout clearly states that they are “Final Sale.”

Please contact us before purchasing if you are unsure whether a particular product is returnable.

Exchanges

We do not guarantee direct exchanges because inventory may change.

The fastest way to receive a different product, color, size, or model is to:

Request a return for the original item.
Wait for the return to be approved.
Place a separate order for the replacement item.

If you received a defective, damaged, or incorrect product, contact us before placing another order so that we can review the issue and provide the appropriate solution.

European Union 14-Day Cooling-Off Period

If merchandise is shipped to a customer in the European Union, the customer may have the right to cancel or return an eligible online purchase within 14 days after delivery, without providing a reason.

The item must still be returned in its original condition, with its original packaging, tags, accessories, and proof of purchase.

The customer is generally responsible for return shipping costs unless the item is defective, incorrect, or applicable law requires the seller to pay.

The cooling-off right may not apply to certain products, including personalized products, rapidly perishable goods, or sealed health and hygiene products after the seal has been opened.

Nothing in this policy limits any mandatory consumer rights provided by applicable law.

Refunds

We will notify you after we receive and inspect your return.

If the return is approved, the refund will be issued automatically to your original payment method within 10 business days.

Please note:

Original shipping fees may not be refundable
Return shipping fees may be deducted when TUSSHOP provides a prepaid label for a change-of-mind return
Banks and credit card companies may require additional time to process and post the refund
Refunds cannot be issued to a different card, bank account, or payment method

If more than 15 business days have passed since we approved your refund and you have not received it, please contact:

Email: tusshopofficial@gmail.com

Contact Information

For questions about returns, exchanges, damaged products, or refunds, contact us at:

Trade Name: TUSSHOP
Email: tusshopofficial@gmail.com
WhatsApp: +852 5997 5182

Office Address:
RM. 11-7C, 15/F, Landmark North
No. 39 Lung Sum Avenue
Sheung Shui, New Territories
Hong Kong

Please note that the office address above is not automatically a return address. All returns must be approved in advance, and the correct authorized return address will be provided by our customer service team.