Returns, exchanges & complaints.
We want you to be completely satisfied with your purchase and goods from Tenson. Therefore, you always have the right of withdrawal for a full refund or exchange within 30 days of purchase. The only requirement is that the product is returned in original condition unused and undamaged. And that you include the original packaging and accessories.
We accept returns if:
The product has not been used, washed or comes back in any other condition than you got it in.
All labels remain and original packaging.
You have saved the receipt of the shipment in case the product gets lost during shipping.
To enable a return, you must be able to prove your purchase and Tenson recommends that you save your order confirmation and payment reference as a receipt for your purchase.
How to return a product:
Fill in the return form. Place the note together with the return product in the original packaging. It’s important that you use additional outer packaging to ensure that the product is not damaged during shipping.
Note that the product must be folded and returned in its original condition in cases where it is packaged in a plastic bag.
Use the enclosed return label and attach it to the package on top of the original package. No old shipping documents may be visible. If you miss your return label please get back to us and we will help you with a new one.
Drop the parcel off at the nearest designated drop-off location.
For Swedish customers - Postnord.
Other European customers - UPS.Save the receipt of the shipment. This is your proof of the return and that we can track it if it's missing.
If you want to exchange the product, you need to place a new order on our website.
Cost of return: 4 euro / 49 sek / 35 dkk.
Refund:
Once we have received the return it takes around 5-7 bank days for this to be handled and the refund is always made to the same account or payment method that was used at the purchase.
How to make a complaint:
You have the right to make a complaint within three years provided that the product was defective when you received it. If you discover any defects in the product you have ordered, it is important that you contact us as soon as possible at info@tenson.com. Inform us in what way you think the product is defect. Give us your order number and also pictures of the defected product.
The warranty applies only if the product is purchased online from Tenson.
If your complaint is approved, we will send you a return waybill (prepaid return freight) and provide you with information on how you should execute the complaint and return of the product.