Cancellation & Refund Policy

We ensure the delivery of products within 7 days after you have placed the order. We make sure that our products that reach you are functional and have no defects.

If there is any defect or damage in the product, please contact us immediately so that we can take the necessary actions for you to enjoy using our products and services without any hassle. You can simply contact our online sales support team at +91 88820 53435, or mail at sales@tsun-ess.com, mentioning your order details. We will be happy to resolve your issues. You can also refer to our Product Warranty policy on the website for further details.

Order Cancellation:

  1. Order cancellation is permitted only before the order has been dispatched. Once the goods have been dispatched or handed over to the courier/logistics partner, the order cannot be cancelled.

  2. After dispatch, the shipment cannot be cancelled, returned, or refused due to change of mind, alternate purchase, project delay, or customer-side requirement changes.

  3. If a customer refuses delivery of an order or declines to accept the shipment after it has been dispatched, the company reserves the right to deduct applicable handling, packing, payment gateway, return freight, and logistics charges from any eligible refund, if approved by the company.

  4. You need to send us the cancellation request by mailing at sales@tsun-ess.com, or by contacting us on our Sales Support Phone No +91 88820 53435. Mentioning your order details is mandatory.

  5. In case of prepaid orders with online payment (credit card / debit card / Wallet / bank transfers), the refund will be done in the same payment mode as originally used while placing the order, subject to the eligibility of the cancellation request.

  6. In most cases, the refund takes 5-7 working days to reflect in your account after we process your refund request.

  7. In case the payment mode is Cheque, bank transfer (NEFT / IMPS / RTGS), or Cash on Delivery, you will have to send us an image of a cancelled Cheque of the account in which you would wish to receive your refund amount.

  8. In case the cancelled Cheque is not available, please send us the following details via e-mail on sales@tsun-ess.com:

  • Account Holder’s Name
  • Account Number
  • Bank Name
  • IFSC Code

The Company reserves the right to cancel the order under below mentioned circumstances:

  1. Error / Mistake in product information on our website (error in price, specification, quantity etc.)

  2. Wrong or incomplete details provided while placing the order (incomplete address, wrong or no PIN code, phone number, etc.).

  3. COD order which you did not re-confirm.

  4. Product not available.

  5. Delivery address is out of service area.

Product Return:

Products cannot be returned after dispatch or delivery due to change of mind, alternate purchase, project changes, or any reason not related to product defect, damage, or wrong item delivery.

After the product delivery and acceptance, no return request will be entertained except in cases where the product received is damaged, defective, incorrect, or missing parts/accessories, subject to verification by the company.

Please ensure that you check the product thoroughly at the time of delivery. You are expected not to accept the products with any physical damage or defect. You have the option either to refuse or to accept delivery after putting suitable remarks on the POD (proof of delivery) document. In case there is no such remark about any kind of damage or defect or missing item, the Company would be at the liberty to not replace or refund the order.

Product Replacement:

Due to the nature of our products, we discourage returns post satisfactory product delivery. However, if there is any issue in the product, we will be happy to assist you with the right solution like replacement or service as the case may be.

If a customer reports a damaged product and requests a replacement, we will process the replacement only if the damage complaint is raised within 48 hours of delivery. Requests submitted after this period may not be eligible for replacement. The replacement would be considered in the following circumstances:

  1. Product delivered was different from what you ordered (different model, size, make, specifications, etc.). All parts of the product should be intact and in functional state.

  2. The product delivered was damaged, defective, or used.

  3. Some parts / accessories of the products were missing.

In all above cases of product replacement, you will be provided with a fresh product. Refunds will be provided only if we are not able to provide you a replacement product.

Replacement or refund will not be issued under following conditions:

  1. The request is made beyond the above specified time frame (48 hours post-delivery).

  2. Missing original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product at the time of delivery.

  3. You have used the products, or the product is damaged in some way after the delivery.

  4. Product is not in the same condition as you received it.

  5. Any accessory or consumable item which has been used or installed.

  6. Serial Numbers of the Products are tampered with or missing.

  7. The order has already been dispatched and the return/cancellation request is due to change of mind, alternate purchase, project delay, or customer-side requirement changes.

Beyond this time frame, the Products would be repaired or serviced as per the applicable Service and Warranty Policy.

Return/Replacement Process:

  1. Initiate request: Write a mail at sales@tsun-ess.com or contact us on our Sales Support Phone No +91 88820 53435, mentioning following details:

    • Order No
    • SKU / Product you want to return/replace
    • Clear images of the product and packaging highlighting the issue
    • Invoice Copy
    • Copy of cancelled Cheque (if payment was done via COD / Cheque / bank transfer). If cancelled Cheque is not available, share account holder’s name, account number, bank name, and IFSC Code of the branch.

  2. Reverse Pickup / Self-ship: Once your request is accepted, you will be requested to repack the product with original packing and invoice. In case reverse pickup facility is not available at your location, please ship the package to our pre-informed location by courier service. Courier charges will be reimbursed only if the return/replacement request is approved by the company.

  3. Product Inspection: Once the parcel reaches our location, we will do a thorough inspection and will initiate replacement/refund only after we are satisfied with the genuineness of the request and condition of the product. In case we find that above guidelines are not met, we will return the product back to you without replacement / refund.

  4. Replacement / Refund: The replacement product will be shipped to you within 7 working days. If replacement can’t be provided, we will refund the eligible amount.