Please review these policies carefully as they are the terms of sale that govern your purchases at tenchon.com (hereinafter known as tenchon). They set out your rights and obligations with respect to your purchases, including important limitations and exclusions. Your placement of an order at tenchon constitutes your agreement that these policies apply to the order, so be certain you understand them before you place your order.
Customers should contact us by submitting a ticket via CS Center Tickets before returning any item(s).
RETURNING A DOA (Dead on Arrival) ITEM
Any products, dead on arrival (incorrect usage excluded) within 5 days after delivery or 30 days after shipment if the delivery date is not traceable (The order shipment date and order notification are provided to you by email). [*]
In this case, please kindly provide us with proof as below:
- The photos of original tenchon package with front and back sides
- The photos or video of the defective item(s)
- The photos, video or screenshot showing the malfunction of the defective item(s)
In a DOA Situation: a reimbursement for return shipping fees is available, provided that:
- Item(s) is returned by ordinary mail (the least expensive way) with tracking number to the nearest Product Drop Off Box (see details below); If the mail service with tracking number costs more, you may choose the one without tracking. Please be sure to keep the shipping receipt with you after return. We will process for you upon receiving the screen shot of your receipt.
- The return shipping fee is less than 60% of the defective item(s) value, and also less than $40 (USD) ? we will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our CS staff to further confirm eligibility.
RETURNING A DEFECTIVE ITEM
We do our best to make sure the products shipped to our customers are in the best condition. If your product turns out to be defective (only for items without Special Warranty terms in the product description and physical damage or incorrect use excluded):
RETURNING AN INCORRECT ITEM RECEIVED
If the item you received is completely different from the one you ordered, please contact us via our Customer Service Express and provide us the picture proof of the error.
If return is necessary, replacement plus shipping cost reimbursement will be issued to you on receipt of return proof. Please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition in which it was received.
For the incorrect item, if you are able to find a use of it and prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.
After receiving the incorrect product, please kindly provide us with proof as below:
- The photos or video of the incorrect item(s)
- The photos, video or screen shot showing the malfunction of the defective item(s)
Because different batches of the products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all the functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy.
RETURNING UNSATISFACTORY PRODUCTS
If you are not happy for any reason with your purchase, then just return it within 10 days of receipt for a full refund or an exchange. If the return is not a result of our error, customers will be required to cover shipping cost both ways. Please make sure the item you send back to us is in the original packaging, and the merchandise is in the same condition.
* If your product is dead on arrival and the package takes longer (more than 30 days) to reach you, please contact us and offer the available proof of the delivery date within 5 days, we will then process for you according to the policy.
** During the rush season (such as Christmas) and holidays (including unforeseen delays) the warranty period will be extended