If you experience any shipping or product issues, please contact service@tenniix.ai with your order details, a description of the issue, and relevant photos. Our support team will assist you as soon as possible.Please ensure your shipping address is complete and accurate. Incorrect address information may result in delays, failed delivery, or returned packages.

Damage or Defect on Arrival (DOA)

Please inspect your order within 14 days of delivery. If your product arrives damaged or defective, please stop using the product and contact us immediately.

Free return or replacement is available for confirmed DOA products.

Appearance defects must be reported before the product has been used.

After use, only functional or structural defects qualify as DOA.

Returns & Exchanges

You may return your order within 14 days for any reason, provided the item is unused, in its original packaging, includes all accessories, and is accompanied by proof of purchase.All products also include a 30-day replacement warranty for eligible issues.

European Union Customers

Customers within the European Union are entitled to a 14-day cooling-off period in accordance with applicable consumer protection laws.

Return Conditions

Unopened Products

If shipment is refused, a £100 fee per Tenniix unit will be deducted to cover return shipping costs.

For unopened returns, return shipping fees and any damage costs may apply.

Opened or Used Products

Return shipping fees may apply.

Repacking and refurbishment fees may be deducted from the refund amount.

Damage caused by use, including scratches, dents, or other physical damage, may reduce the refund amount.

Return Address

Please contact service@tenniix.ai before returning any product. We will provide the appropriate return address based on your location.

Refunds

Refunds cover the original purchase price of the product.

Shipping fees, payment processing fees, and handling charges may not be refundable unless required by applicable law.

If the return is due to a change of mind, return shipping costs are the customer's responsibility.

If the return is caused by our error, such as a defective, damaged, or incorrect item, we will cover all return shipping costs and provide a prepaid return label.

Refunds will be issued to the original payment method unless otherwise agreed.

Defective, Damaged or Incorrect Items

If you receive a defective, damaged, or incorrectly shipped item, you may be eligible for a full refund, partial refund, or replacement.If the product was damaged during transit, please obtain proof of damage from the delivery carrier and include it with your return request.

Shipping Zone and Fees (Ships to UK Only)

We support delivery to most regions worldwide. Normally, your order will be dispatched directly from the warehouse nearest to your location. Occasionally, if the nearby warehouse is out of stock, we will ship your parcel directly from China to fulfil your order.

The delivery time for items is as follows (applicable only to items purchased directly on uk.tenniix.ai):

Notes

1. If you experience any shipping or product-related issues, please contact service@tenniix.ai with your order details and any relevant photos or videos.
2. Please ensure your shipping address is complete and accurate. Incorrect information may cause delays or failed deliveries.
3. Orders are processed in the order they are received and shipped to the address provided during checkout. Estimated shipping dates are shown on the product or order page where applicable.

Frequently Asked Questions

Can I change my shipping address?

Orders can only be edited or cancelled before shipment by contacting our customer support team.

My tracking hasn't updated.

If there has been no tracking update for more than 7 days, please contact us. Otherwise, please allow additional time for the carrier to update the tracking information.

Why did I only receive part of my order?

Your order may have been split into multiple shipments. Please wait up to 7 days before contacting us for assistance.

The carrier says my package was delivered, but I haven't received it.

Please check around your delivery location and contact your local postal service first. If you still cannot locate your package, contact us and we'll be happy to help.

Warranty Period

All TENNIIX products are covered by a 24-month limited warranty from the date you receive your order.This warranty includes core components such as motors and controllers. For customers in the European Union, the warranty period complies with applicable local consumer protection laws and is a minimum of 24 months.

Warranty Coverage

This warranty covers manufacturing defects and quality issues that are not caused by misuse or accidental damage, including:

• Circuit or electrical failures.
• Mechanical component malfunctions.
• Other manufacturing defects under normal use.

What's Not Covered

• Damage caused by failure to follow the user manual or operating instructions.
• Unauthorized disassembly, modification, or repair of the product.
• Damage caused by misuse, abuse, accidents, or negligence.
• Damage resulting from natural disasters or other force majeure events.

Warranty Claims

To request warranty service, please contact service@tenniix.ai with your order number, a description of the issue, and photos or videos that help explain the problem. Our support team will review your request and provide further assistance.