Easy Returns & Refunds with Tisu
At Tisu (www.tisu.com.gh), your satisfaction is our top priority. Every product you order should make you happy, and if it doesn’t, we’ve made returning items simple, clear, and fair.
✅ Return Eligibility
To qualify for a return, please make sure:
- The item is unused.
- The parcel is complete (all parts & accessories included).
- The original label is intact.
- The original packaging is preserved and sealed.
📦 Reasons You Can Return
- Damaged, defective, or incomplete item
- Wrong item received
- Customer request (personal reasons, not damaged or incorrect)
⚠️ Note: “Customer Request” means you just changed your mind. The item must still be in perfect, unused condition.
🔄 How Returns Work
- Contact Us: Call our return agent at 0531256174 with your order ID and phone number.
- Report Time:
- For issues (defects/damage): report within 7 days.
- For customer request: report within 3 days.
- Proof: Be ready to share photos/videos showing the item and issue.
- Review: Our agent checks your request. If approved, we’ll:
- Arrange pickup of the original item.
- Send your replacement item(s).
👉 For customer-request returns, you must choose replacement items equal to or higher in value than your original order.
🚚 Who Pays Delivery Fees?
- Tisu covers return fees for defective, damaged, or wrong items.
- Customer pays delivery fees for personal-request returns. Our agent will calculate and share the cost for approval before processing.
💰 Refunds Made Simple
- If no replacement is available (except for customer requests), you may request a refund.
- Refunds are processed after our quality team inspects the returned item.
Refund methods:
- Cash-on-Delivery orders → refunded via MOMO or Tisu Wallet.
- MOMO payments → refunded to MOMO.
- Wallet Credit → refunded to your Tisu Wallet.
⚠️ Refunds under 20 GHC go directly to your wallet for future purchases.
⚠️ Refunds are not available for customer-request returns.
⏳ Return Timelines
- Customer-request returns: within 3 days of delivery.
- Other returns: within 7 days of delivery.
- If you don’t respond to us within 2 working days, we’ll assume the case is closed.
- If asked for package photos, submit them within 2 working days or the request is canceled.
🚫 Non-Returnable Categories (Customer Requests Only)
For hygiene, safety, and quality reasons, the following items cannot be returned for personal reasons once opened or used.
Electronics: Phones, Tablets, Headphones, Power Banks, Smart Watches, Drones, Cameras, Speakers, VR Glasses, etc.
Home & Kitchen: Appliances, Cleaning Tools, DIY items, Carpets, Mats, Stickers.
Health & Beauty: Skin care, Makeup, Health tools, Personal care items.
Sports & Fitness: Training machines, Yoga/Pilates equipment, Core trainers, etc.
Baby & Toys: Feeding accessories, Monitors, Battery-operated toys.
Patio & Garden: Lawn equipment, Garden hoses, Pest control, Tents.
Fashion: Clothing & Shoes (except size exchanges), Watches, Accessories.
👉 These restrictions don’t apply if the item is defective, damaged, or incorrect.
💬 Final Note
Thank you for trusting Tisu. Our mission is to make sure every order brings you satisfaction. If anything goes wrong, our team is always ready to help you return, replace, or refund with ease.
Tisu reserves all rights to interpret and enforce these policies.
