Return & Refund Policy

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.

1. 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.

2. 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.

3. 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.

4. Return Address

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

5. 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.

6. 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.