Refund policy
Updated: 22 October 2026
We want you to be completely happy with your purchase from Tenvio. This policy applies to all products in our store.
Satisfaction guarantee
- Every product comes with at least a 30-day satisfaction guarantee, counted from the day you receive your order.
- You may use and try the product normally during the guarantee period.
- The product must be returned clean and undamaged, preferably in its original packaging.
- You can return a whole order or individual items.
Statutory right of withdrawal
Under EU consumer law you always have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. Our satisfaction guarantee is in addition to, and does not limit, your statutory rights.
How to return a product
- Email us at support@shoptenvio.com with your order number.
- We will send you return instructions and the return address. Please do not send items back without our instructions, as returns we cannot identify cannot be processed.
- Pack the product carefully and send it to us.
Refunds
Once we have received and inspected your return, we will notify you whether the refund is approved. Approved refunds are paid to the original payment method within 14 days. Depending on your bank or card issuer, it may take a few extra days before the refund is visible.
Faulty, damaged or wrong items
Please check your order on arrival. If an item is faulty, damaged or not what you ordered, contact us as soon as possible and we will fix it free of charge by sending a replacement or refunding the purchase.
Exchanges
The quickest way to exchange an item (for example a different colour or size) is to return the original and place a new order.
Questions?
Contact us at support@shoptenvio.com. We usually reply within 24 hours on working days.