RETURN & REFUND POLICY

Last Updated: June 29, 2026

At TU General Trading Company, customer satisfaction is one of our highest priorities. We strive to provide high-quality products and excellent customer service. If you are not completely satisfied with your purchase, this Return & Refund Policy explains your rights, responsibilities, and the procedures for requesting a return, exchange, or refund.

By placing an order through our website, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.

1. POLICY SCOPE

This Return & Refund Policy applies to purchases made directly through the official TU General Trading Company website.

It applies to:

  • Individual Customers
  • Business Customers (unless otherwise agreed)
  • Domestic Orders
  • International Orders

Certain products may have separate return conditions which will be clearly indicated on the product page.

2. RETURN ELIGIBILITY

Products may be eligible for return if all of the following conditions are met:

  • The return request is submitted within the applicable return period.
  • The product is unused.
  • The product remains in its original condition.
  • Original packaging is intact.
  • All accessories, manuals, labels, and promotional items are included.
  • Proof of purchase is provided.

Failure to meet these requirements may result in rejection of the return request.

3. RETURN PERIOD

Unless otherwise specified on the product page or required by applicable law, return requests must be submitted within 14 calendar days from the date of delivery.

Some products may have longer or shorter return periods depending on their nature.

After the return period expires, we reserve the right to refuse return requests.

4. NON-RETURNABLE ITEMS

For hygiene, safety, customization, or legal reasons, certain products cannot be returned unless they are defective or damaged upon delivery.

These may include:

  • Personalized or customized products.
  • Digital products.
  • Downloadable software.
  • Gift cards.
  • Perishable goods.
  • Food products.
  • Opened hygiene products.
  • Health and personal care items.
  • Products marked as “Final Sale.”
  • Clearance or liquidation items where legally permitted.

Applicable local consumer protection laws will prevail where mandatory.

5. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

If your order arrives damaged, defective, incomplete, or incorrect, you must notify us within 48 hours after receiving the shipment.

Your request should include:

  • Order Number.
  • Description of the issue.
  • Clear photographs of the product.
  • Photographs of the packaging.
  • Any visible shipping damage.

Failure to report such issues within the specified timeframe may affect our ability to process your claim.

6. INSPECTION PROCESS

Returned products are inspected upon arrival.

Inspection may include:

  • Verification of product condition.
  • Confirmation of serial numbers.
  • Packaging inspection.
  • Functional testing where applicable.
  • Verification of included accessories.

Inspection typically requires 3–7 business days, although additional time may be necessary during peak periods.

7. RETURN AUTHORIZATION

Certain returns may require prior Return Authorization (RMA).

Returns sent without prior authorization may be delayed or refused.

Customers should always contact customer support before returning any product.

8. EXCHANGES

Where available, eligible products may be exchanged for:

  • The same item.
  • A different size.
  • A different color.
  • A replacement product of equal value.
  • Store credit (where applicable).

All exchanges remain subject to inventory availability.

9. REFUNDS

Once a returned product has been received and approved after inspection, refunds will be processed using the original payment method whenever reasonably possible.

Refunds may include:

  • Product Price
  • Applicable Taxes (where required)
  • Promotional adjustments where applicable

Original shipping charges are generally non-refundable unless:

  • The incorrect item was shipped.
  • The product was defective.
  • The return resulted from our error.
  • Applicable consumer laws require reimbursement.

10. REFUND PROCESSING TIME

Approved refunds are generally processed within 5 to 14 business days, depending on:

  • Payment provider.
  • Bank processing times.
  • Credit card issuer.
  • Payment method used.

Actual posting times may vary and are outside our direct control.


11. RETURN SHIPPING COSTS

Unless otherwise required by applicable law or explicitly stated by TU General Trading Company, customers are responsible for all shipping costs associated with returning products.

Shipping costs may include:

  • Return shipping charges
  • Insurance fees
  • Customs charges
  • Import duties
  • Brokerage fees
  • Packaging costs

If the return is the result of our error, such as shipping an incorrect or defective product, we will cover the reasonable return shipping costs where applicable.

12. INTERNATIONAL RETURNS

Customers returning products from outside the country of purchase are responsible for complying with all applicable customs and export regulations.

International returns may require:

  • Customs declarations
  • Export documentation
  • Return authorization numbers
  • Commercial invoices

We are not responsible for delays caused by customs authorities.

Any customs duties or taxes paid during the original shipment are generally non-refundable unless otherwise required by law.

13. REFUSED OR UNDELIVERABLE SHIPMENTS

If a shipment is refused by the customer or cannot be delivered due to incorrect shipping information, failure to collect the package, or repeated unsuccessful delivery attempts, the shipment may be returned to us.

In such cases, we reserve the right to deduct:

  • Original shipping costs
  • Return shipping costs
  • Customs fees
  • Handling charges
  • Restocking fees (where permitted)

from any eligible refund.

14. LOST OR MISSING PACKAGES

If your package appears to be lost during transit, please contact our customer support team as soon as possible.

We will work with the shipping carrier to investigate the shipment.

Replacement or refund decisions will depend on:

  • Carrier investigation results
  • Delivery confirmation
  • Insurance coverage
  • Applicable shipping terms

False claims regarding lost packages may result in suspension of future purchases.

15. ORDER CANCELLATIONS

Customers may request cancellation before an order has been shipped.

Once an order enters processing, packaging, manufacturing (for customized items), or shipment, cancellation may no longer be possible.

If cancellation is approved, refunds will be issued using the original payment method.

16. PROMOTIONAL ITEMS

Products purchased during promotional campaigns, clearance events, seasonal discounts, bundle offers, or special sales may be subject to different return conditions.

Specific restrictions will be clearly stated during checkout or on the applicable product page.

Free promotional gifts must generally be returned together with the qualifying purchase if required for the refund.

17. WARRANTY CLAIMS

Where products are covered by a manufacturer’s warranty or a separate warranty provided by TU General Trading Company, warranty claims shall be handled according to the applicable warranty terms.

Warranty coverage does not normally extend to:

  • Accidental damage
  • Improper installation
  • Misuse
  • Negligence
  • Unauthorized modifications
  • Normal wear and tear
  • Damage caused by external factors

Proof of purchase may be required for all warranty claims.

18. FRAUD PREVENTION

To protect both customers and our business, all return and refund requests may be reviewed for potential fraud.

We reserve the right to reject requests involving:

  • Repeated abusive returns
  • False damage claims
  • Altered products
  • Missing components
  • Counterfeit items
  • Unauthorized chargebacks
  • Fraudulent payment activity

Accounts engaging in fraudulent activities may be suspended or permanently restricted.

19. CHARGEBACKS

If a customer initiates a payment chargeback without first contacting our customer support team, we reserve the right to:

  • Suspend the customer’s account.
  • Contest the chargeback with the payment provider.
  • Recover any outstanding amounts permitted by law.
  • Restrict future purchases.

Customers are encouraged to contact us first so that we may resolve any issues promptly.

20. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, TU General Trading Company shall not be liable for indirect, incidental, consequential, or special damages arising from return requests, refund processing delays caused by financial institutions, shipping carriers, customs authorities, or events beyond our reasonable control.

Nothing in this Policy limits any mandatory rights granted to consumers under applicable law.

21. GOVERNING LAW

This Return & Refund Policy shall be governed by the laws applicable in the jurisdiction where TU General Trading Company is legally established.

Any disputes relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts, unless mandatory consumer protection laws provide otherwise.

22. POLICY CHANGES

We reserve the right to amend or update this Return & Refund Policy at any time without prior notice.

The updated version will become effective immediately upon publication on our website unless otherwise stated.

Customers are encouraged to review this Policy periodically.

23. CONTACT US

For any questions regarding returns, exchanges, refunds, warranty claims, or order issues, please contact TU General Trading Company using the official contact information available on our website.

Our customer support team will make reasonable efforts to respond to inquiries as quickly as possible during normal business hours.

24. ENTIRE POLICY

This Return & Refund Policy, together with our Terms & Conditions and Privacy Policy, constitutes the complete agreement between TU General Trading Company and its customers regarding returns, exchanges, cancellations, and refunds.

If any provision of this Policy is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.