Return Policy

1     Overview

1.1     If you are a consumer, meaning that you are not buying our product(s) in the course of your business, trade or profession and you are buying through our official website uk.tenways.com, you may return the purchased product(s) without giving any reason.

1.2    You have 14 days to decide whether or not to keep them. This period starts after the day you received your products. You then have a further 14 days to send the products back after you submit your return request.

1.3     To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If unfortunately you lost the original package, you can pay approximately 150 EUR to us for a new package. WE STRONGLY RECOMMEND YOU KEEP THE ORIGINAL PACKAGING FOR 14 DAYS AFTER YOU RECEIVE THEM.

1.4     To initiate the return process, you must contact and inform the customer service of Tenways of your decision to return, within fourteen (14) days of the receipt of the product(s). Return will not be processed if you do not communicate with the customer service of Tenways or the first 14-day period has expired. You may be asked to provide the proof of purchase and photo(s) of the product(s) in its original packaging. Return will only be granted if you provide such evidence. Items sent back to us without first requesting a return will not be accepted.

1.5     Depending on your location and situation, we may advise you to send back the product(s) by post, hand them over to a carrier appointed by us (you may need to drop to courier station by yourself), or by other means. Please kindly follow the instruction of the customer service. In case of by post, you shall send back the product(s) to the address specified by the customer service no later than fourteen (14) days from the day on which you have communicated the decision to return. The deadline is met if you send out the product(s) before the period of fourteen (14) days has expired. In case that you will hand over the product(s) over to a carrier, we will schedule a time with you for collection.

1.6     Please note you shall bear the delivery cost of returning the product(s) for your own reasons. Depending on the means of return, you may have to pay for the return delivery, or we will pre-pay for the return delivery and deduct the cost from the reimbursement.

1.7     You can always contact us for any return question at support@tenways.com.

2     Damages and issues

2.1     Please inspect your order upon reception and contact us within 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

3     Exceptions / non-returnable items

3.1     Used Products and gifted orders shall not be returnable unless faulty.

4     Exchanges

4.1     The way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

5     Refunds

5.1     After we have received the return product(s), we will check for any damages, contamination, wear or missing parts. If these incidents are found, diminished value of the returned products(s) will be determined and deducted from the reimbursement.

5.2     Within the fourteen (14) days after the day we receive the returned product(s) from you, or you provide evidence of having returned the product(s), whichever is the earliest, we will make the reimbursement using the same means of payment as you used for the initial purchase, unless you have expressly agreed otherwise you will not incur any fees as a result of such reimbursement. We will reimburse to you all payments which we have received from you in relation to the initial purchase, and if applicable, with the diminished value and/or delivery cost subtracted from the amount.