At Tenwer.com, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help. This Return Policy explains how returns, exchanges, and refunds are handled for products purchased through our website.

By placing an order with Tenwer.com, you agree to the terms outlined in this Return Policy.

1. Return Eligibility

You may request to return eligible products within 30 days of receiving your order.

To qualify for a return, products should:

• Be unused and in their original condition.
• Include all original packaging, accessories, manuals, and labels.
• Be free from damage caused after delivery.
• Be returned with proof of purchase or your order number.

Products that do not meet these requirements may not be eligible for a full refund.

2. Items That Cannot Be Returned

For hygiene, safety, or product integrity reasons, the following items may not be eligible for return unless they arrive damaged or defective:

• Gift cards
• Digital products or downloadable content
• Personalized or custom-made items
• Clearance or final sale products
• Opened collectible items where factory seals have been broken
• Products marked as non-returnable on the product page

Your statutory consumer rights remain unaffected.

3. How to Request a Return

To start a return, please contact our Customer Support team before sending any items back.

When contacting us, please provide:

• Your order number
• Full name
• Email address used for the order
• Product name(s)
• Reason for the return
• Photos of the product if it is damaged, defective, or incorrect

Our support team will provide instructions for completing the return process.

4. Returning Your Order

Once your return request has been approved, securely package the item to help prevent damage during transit.

We recommend including:

• Your order number
• Your contact details
• A brief explanation of the return request

We also recommend using a tracked or insured shipping service, especially for higher-value orders.

Tenwer cannot be responsible for returned parcels that are lost or damaged before they are received by our returns team.

5. Return Shipping Costs

If you are returning a product because:

• You changed your mind,
• Ordered the wrong item, or
• No longer require the product,

you will generally be responsible for the return shipping costs unless otherwise stated.

If the return is due to:

• An incorrect item sent by Tenwer,
• A damaged product,
• A manufacturing defect, or
• An error on our part,

we may reimburse reasonable return shipping costs or provide a prepaid return label where available.

6. Damaged, Faulty, or Incorrect Products

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.

To help us resolve the issue quickly, we may request:

• Photographs of the product
• Images of the packaging
• Your order confirmation
• A description of the issue

Depending on the circumstances, we may offer:

• A replacement product
• An exchange
• A full refund
• A partial refund
• Store credit, where appropriate

7. Exchanges

If you would like to exchange an item for another variation, such as a different color or model (where available), please contact our customer support team.

All exchanges are subject to stock availability.

If the requested replacement is unavailable, we may offer an alternative product, store credit, or a refund.

8. Refund Processing

After we receive your returned item, our team will inspect it to confirm it meets the return requirements.

If your return is approved, we will process your refund as quickly as reasonably possible.

Most refunds are processed within 5–10 business days, although processing times may vary depending on your payment provider or financial institution.

9. Refund Method

Approved refunds will generally be issued using the same payment method used to place the original order, unless another method has been agreed upon where permitted by applicable law.

Depending on your bank or payment provider, it may take additional time before the refunded amount appears in your account.

10. Late or Missing Refunds

If you have not received your refund after receiving confirmation from us:

• Check your bank account.
• Contact your credit card provider or payment service.
• Allow additional processing time if advised by your financial institution.

If you still require assistance, please contact our Customer Support team.

11. Order Cancellations

If you wish to cancel an order, please contact us immediately.

Orders may be cancelled before they have entered processing or shipment.

Once an order has been dispatched, cancellation may no longer be possible, and the order may need to be returned in accordance with this Return Policy after delivery.

12. Contact Us

If you have any questions regarding returns, exchanges, or refunds, our Customer Support team is happy to assist you.

Website: https://www.tenwer.com

Email: info@tenwer.com