Returns & Refunds Policy

Last updated: May 2025

Eligibility

If you receive an item with a quality issue — including damage or incorrect delivery — you may request a return or exchange within 7 days of receiving your order. Returned items must meet the following conditions:

• Unused
• In original packaging with all tags attached

Non-Returnable Cases

We are unable to accept return requests in the following cases:

• The item has been used or damaged due to customer handling
• The 7-day window has passed

If you have a personal reason for returning (e.g. wrong size, colour not as expected), please contact us to discuss an exchange. Each case will be reviewed individually.

Refunds & Shipping Costs

• Quality issues: Shipping costs are covered by TENPO. Customers should pay the return postage upfront; once the item is inspected, both the postage and item cost will be refunded.
• Personal exchanges (approved cases): Return and re-delivery postage is the customer's responsibility.
• Refunds are returned to the original payment account. Processing time depends on the payment method — generally 3 to 7 business days.

How to Apply

Email us at hello@tenpo.com.hk with the following:

• Order number
• Reason for return or exchange
• Photos of the item (required for quality issue claims)

We will reply within 2 business days of receiving your request and arrange next steps.

Final Decision

TENPO reserves the right to make the final decision on all return and refund requests. Each case will be reviewed on its own merits.

If you have any questions, feel free to reach out — we are happy to help.