Refund policy

1. General Principles

TyroPurchase is committed to ensuring customer satisfaction with every order. This Return and Refund Policy outlines the circumstances under which refunds, replacements, and returns may be issued. By placing an order on our website, you agree to the terms set forth in this policy.

All after sales requests must be submitted through the official communication channels provided by TyroPurchase. Failure to do so may result in delays or the inability to process your request.

2. Damaged or Defective Products

If your order arrives damaged or defective, you must contact us within 30 days of the delivery date to be eligible for a refund or replacement.

To process your claim, you are required to provide clear photographic or video evidence showing the damage or defect. If photographs are insufficient, a video may be requested for further assessment.

Upon receipt of the evidence, TyroPurchase will review the claim and, at our discretion, offer a full refund or a replacement product. For fragile items, a refund is generally recommended as the preferred resolution.

Please note that minor imperfections such as loose threads, slight wrinkles, or small scratches on product surfaces do not qualify for a refund or replacement. Damage to packaging boxes resulting from international shipping is also not eligible for compensation.

3. Incorrect or Missing Products

If you receive an incorrect product, or if the product does not match the colour or size you ordered, you must provide a screenshot of the customer’s complaint clearly showing the name, date, and details of the issue.

For incorrect products, we will offer a full refund or arrange for a replacement to be sent. For issues related to wrong colour or size that do not affect the functionality of the product, we may offer a partial refund or a resend of the correct item.

If essential parts are missing from your order, we will resend the missing parts. If non-essential accessories are missing, we will resend the accessories only. Where missing parts affect the functionality of the product, we will resend the entire product.

For size related complaints, you are required to measure the product using the correct method and provide a photograph of the measurement to assist our team in resolving the issue efficiently.

4. Orders Not Received

If your tracking information confirms that the package has been successfully delivered, TyroPurchase will not issue a refund or replacement.

If the customer does not receive the package and the tracking information does not confirm delivery, we will investigate. A non delivery certification with an official seal from the local post office may be required to proceed with a claim.

Circumstances that may prevent successful delivery include, but are not limited to: incorrect or insufficient address, no such number, unknown recipient, refusal to accept the package, failure to collect the package in time, no safe delivery location, or uncleared customs.

Local postal services typically make one to three delivery attempts. If the package remains unclaimed, it will be held at the local post office for a period of 3 to 7 days. It is the customer’s responsibility to collect the package within this period. If the package is returned to our logistics partner, TyroPurchase is not responsible for any loss or damage during the return process.

If a returned product is received at our warehouse, it will be placed in inventory rather than issued a refund.

5. Undelivered Orders Due to Customer Fault

TyroPurchase is unable to offer refunds or replacements for orders that remain undelivered due to customer error, such as providing an incorrect shipping address, failing to collect the package, or refusing delivery. Orders that are destroyed by the logistics company as a result of customer inaction will also not be eligible for a refund or replacement.

6. Return Policy for Change of Mind

TyroPurchase accepts returns for change of mind only within 7 days of the customer receiving the product. The customer is responsible for all return shipping costs. Products must be returned to the designated TyroPurchase warehouse in their original condition, unused, and with all original packaging, tags, and accessories intact.

Before initiating a return, customers must obtain a return authorisation from TyroPurchase through our official customer service channels. Returned products sent without prior authorisation will not be accepted.

Once the returned product is received at our warehouse, it will undergo a quality inspection. If the product shows signs of damage, misuse, or abnormal wear during the inspection, it will not be accepted for return. In such cases, the product may be disposed of or returned to the sender at the sender’s expense.

If the product passes the inspection, a warehousing fee of $1.50 will be charged. The customer may choose to have the product stored in our inventory or returned to them. Only the original product cost paid to TyroPurchase will be refunded. Shipping fees, taxes, and other additional charges are non-refundable.

7. Order Cancellations

Orders may be cancelled within 24 hours of placement, provided that the products have not yet been processed by our warehouse. If the order has already been processed, cancellation will not be possible.

Customised orders, including Print-on-Demand items, branding products, and pre-order inventory items, cannot be cancelled once payment has been received, as production arrangements have already been made.

8. Delayed Orders

For orders shipped to South Africa, disputes related to delivery delays will only be considered if there has been no successful delivery within 45 days of the order leaving our warehouse. Special shipping methods may not be eligible for dispute resolution related to delays.

In some cases, packages may be held at the nearest post office due to incomplete address details, uncollected packages, or incorrect contact numbers. Customers are advised to contact their local post office directly to arrange for delivery.

9. Dispute Submission and Deadlines

To open a dispute, you must provide photographs or videos illustrating the issue, as well as relevant complaint screenshots including the complainant’s name, date, and content of the complaint. These may include emails, payment gateway dispute records, or other communication channels.

Once an order status is marked as closed, which occurs 30 days after the tracking information confirms delivery, no further disputes may be opened, as the transaction is considered final.

10. Force Majeure

TyroPurchase shall not be held responsible for any product damage, shipping delays, or failure to perform obligations caused by events beyond our reasonable control. Such events include, but are not limited to, epidemics, pandemics, international conflicts, strikes, wars, natural disasters, severe weather conditions, customs inspections, and disruptions affecting third-party logistics providers.

11. Contact Information

For all return, refund, or order related inquiries, please contact us using the details below. We aim to respond to all queries within 24 to 48 hours.

TyroPurchase
Email: tyropurchase@gmail.com
WhatsApp: +27 0764502663

Return Address

All authorised returns must be shipped to the following address. Please contact us prior to returning any items to obtain a return authorisation.

Address: 6th Floor, Building 1, No.699 Wangliyuan South Street, Xiaoshun Town, Jindong District, Jinhua City, Zhejiang Province (Please call first when arriving downstairs.)
Phone: 17757932722

Address:  Tengsheng Intelligent Equipment Co., Ltd., No.12 Zhisheng Road, Xiegang Town, Dongguan City, Guangdong Province (At the entrance of Elevator No.4)

Phone:  17679293663