Return Policy
At Tula Online
Store, your satisfaction is our priority. If you are not completely
satisfied with your order, we offer an easy and transparent return process.
Please read the following guidelines:
1. Eligibility for
Returns
You may request a return
if:
- You received the wrong
item.
- The product is damaged or defective upon
delivery.
- The product is expired or unfit
for consumption/use at the time of delivery.
Note: Due to hygiene and
safety reasons, we do not accept returns for:
- Opened or used products
- Perishable food items
- Intimate clothing or personal hygiene items unless they
are damaged or expired at delivery
2. Return Window
- You must report issues within
24 hours of receiving your order.
- After 24 hours, we will not be
able to accept return requests unless it is a recurring fault proven to
have occurred before delivery.
3. How to Request a
Return
To initiate a return,
please contact our Customer Support team with the following:
- Your Order Number
- Clear photos of
the product and packaging
- A brief description of
the issue
Contact us via:
Call or WhatsApp: +265993670975
Email: support@tulamw.com or
create a support ticket at tickets@tulamw.com
4. Return Process
- Once your return request is
approved, our team will arrange collection of the item(s)
from your delivery address.
- If return pickup is not
possible, you may be required to drop off the item at a designated
location in Lilongwe (to be communicated by our support team).
- You may choose to receive:
- A replacement of
the item
- A refund to
your original payment method
- A store wallet
recharge for future use
5. Refund Timeline
- Refunds are processed
within 3 to 5 business days after the return is collected
and verified.
- Refund method will depend on
your original payment method (Mpamba, Airtel Money, or Bank).
6. Important Notes
- Products must be returned in
their original packaging (where possible).
- We reserve the right to deny a
return if the product shows signs of use, tampering, or was returned
outside the allowed timeframe.
7. Questions or
Concerns?
If you have any
questions or need help with a return:
Email us at: support@tulamw.com or
create a support ticket at tickets@tulamw.com
Call/WhatsApp: +265993670975
Policy Changes
Tula Online Store
reserves the right to modify this Return Policy at any time. Updates will be
posted on our website.
Tula Online Store
Tula Online Store is Malawi’s premier online food and grocery store. From fresh fruit and vegetables, rice and grains, spices and seasonings, packaged products, beverages, personal hygiene, and household care product – we have it all. Choose from a wide range of options in every category, exclusively picked to help you find the best quality available at the lowest prices. Make your purchase and your order will be delivered right to your doorstep in the selected areas in Lilongwe. You can pay online using your TNM Mpamba or Airtel Money or pay cash on delivery. We guarantee your satisfaction every time.
Why should I use Tula Online Store?
Convenience - Tula Online Store allows you to walk away from the drudgery of grocery shopping and welcome an easy relaxed way of browsing and shopping for groceries. Food shopping online is now easy as every product on your monthly shopping list, is now available online at Tulamw.com. Discover new products and shop for all your food and grocery needs from the comfort of your home or office. No more getting stuck in traffic jams, struggling to find parking, standing in long queues and carrying heavy bags – get everything you need, when you need it, right at your doorstep.
Supporting another household? – Are you a busy professional who is supporting aging parents, or a spouse and children who live away from you – make sure they get all the provisions through this service. Make your purchase and choose an alternate delivery address and we will make sure to deliver according to your instructions.
Bulk buying groups – Do you belong to an office buying group? or does your savings group (‘Bank Mkhonde’) buy things in bulk? Let us save you the hassle of having to go all over town to find what you need, and reduce the risk of carrying large amounts of cash. Register your buying group with us and send us your order. We will deliver to you. Contact us at corporate@tulamw.com to learn more.
Shop owners – let us save you time and trouble of hunting for goods -give us your order and we will deliver to your shop. Call or whatsapp customer care on
Corporate institutions - Yes, we supply of products at special prices to institutions such as schools, restaurants and corporates. Contact us at corporate@tulamw.com to learn more.
