This policy applies to products sold directly through Tsawqo. Affiliate products purchased from an external store or marketplace are governed exclusively by the return and exchange policy of the external seller where the purchase was completed.
Once an order is completed and payment is confirmed, it cannot be cancelled or refunded merely because the customer changed their mind or no longer needs the product. Exchange requests are limited to a clearly documented manufacturing defect or a product that materially differs from the specifications, size, color, or quantity recorded in the confirmed order.
A defect inspection or exchange request must be submitted within 3 calendar days of delivery. The customer must contact support within this period and provide the order number, a clear explanation, and photos or video showing the product and packaging condition at delivery. Requests submitted after the deadline may be declined, subject to any mandatory rights under applicable law.
Exchange eligibility requires that the product is unused, unwashed, unaltered, and free from stains, fragrance, scratches, breakage, or damage caused after delivery; that original tags, packaging, accessories, manuals, gifts, and included parts are retained as far as reasonably possible; and that the issue was not caused by misuse, incorrect installation, negligence, impact, liquids, unsuitable electricity, or improper storage. Opened personal, hygiene, cosmetic, customized, or made-to-order products are not eligible unless a manufacturing defect or material order mismatch is established.
All submitted products are inspected before an exchange is approved. Tsawqo may decline a request when the stated defect or mismatch cannot be verified or when the product condition does not meet the requirements. An approved item will be exchanged for the same item when available. If the identical item cannot be supplied, customer support will coordinate an appropriate alternative in line with availability and mandatory legal rights.
Tsawqo covers return shipping when a manufacturing defect or material fulfillment error is confirmed. No item should be sent back without prior approval and return instructions from customer support. Submitting a request does not constitute automatic approval; processing begins after the required evidence is received and the product condition is reviewed. This policy does not waive any non-excludable consumer right under applicable law.