Warranty, Return & Refund Policy
Thanks for shopping at Tenvellon. We hope you love your purchases, but if you’re not totally satisfied with the products or request a repair, we are always here to help. If you are experiencing usage problems or product problems, we suggest that you contact the Tenvellon customer service team first.
1. Warranty Period
Tenvellon provides warranty service and official customer support, which only applies to Tenvellon products purchased from its official website, official stores. and other official authorized channels such as Tenvellon authorized distributors or resellers, parter, etc.
Product: We provide 1 years’ limited warranty for the IP Camera and other electronic Products purchased from Tenvellon.
Accessories with 2-year limited warranty include: Ethernet Cable, Power Extension Cable, Camera Antenna, HDMI Cable, Power Adapter 5V/2A, Power Adapter 12V/2A, and Power Adapter 5V/1A.
2. Warranty Forfeiture
Warranty is void in the following situations: (a) Products are marked as “sample” or “Not for Sale”, or sold “AS IS” or sent to you as “prototype”; (b) Products are purchased from unauthorized distributors or resellers; (c) Trade-marks, serial tags, product stickers have been removed, altered or tampered with; (d) Products are dismantled, mishandled, improperly used or defaced; (e) Abuse firmware upgrade without the authorized technician’s guidance; (f) Damage has resulted from accident, dismantling, abuse, or service or modification by someone other than the appointed vendor, souse, fission or the spare part has been over the period of warranty; (g) Products are damaged due to improper working environment or operation, such as improper temperature, humidity, unusual physical or electrical stress or interference, failure or fluctuation of electrical power, static electricity, using wrong power adapter, etc; (h) Products are damaged due to the violation of direction on safe battery handling and usage; (i) Warranty, refund or replacement are not available for products you have received or will receive in Giveaway program; (j) Warranty is for the original purchaser only and is not transferable.
3. Limitation of Damages
Tenvellon is not responsible for other extra warranty or commitment promised by resellers, agents, distributors or any other third parties. If they promised you some extra commitment or warranty, please ask for written documents to protect your rights and interests.
In addition to the above warranty forfeiture, in no event will Tenvellon be responsible for any consequential, incidental, exemplary, or special damages, including any damages for lost data or lost profiles, arising from or relating to this limited warranty or the product, and Tenvellon’s total cumulative liability arising from or related to this limited warranty or the product will not exceed the amount actually paid for the product by you.
Return & Refund Policy
Product: At Tenvellon Official Store, we are committed to our customers’ satisfaction. If the product did not meet your expectations, you can request for a full refund or exchange within 30 days from the date of delivery.
Beyond the end of the 30 days, only replacement or repair for the product is accepted. We are not responsible for any refund beyond the 30 days of the delivery date.
Customers must inform us within 30 days of the delivery date if they are missing the products’ part or receiving the wrong products.
Products purchased from other channels except Tenvellon official website are subject to the specific policies of each platform. Tenvellon is not responsible for their refund and return.
Important Note: Normally the orders that are under processing, being on hold or have been shipped out (you have received the tracking number or your order status is completed) cannot be cancelled. If you have to refuse delivery after the package is dispatched from Tenvellon due to force majeure, you are subject to the following return and refund policies and must pay for the original shipping charges, which will be deducted from your refund.
1. Return Policy for Products Purchased from Tenvellon
If the Tenvellon product that you purchased directly from Tenvellon does not meet your satisfaction or does not apply to your installation application (the “Product for Refund”), within 30 days after parcel delivered, you may return your product to Tenvellon for a full refund, unless otherwise specified in the products’ listing on our website, on the receipt or packing slip. You are responsible for the shipping fees. Beyond the end of those 30 days, refund and exchanges are not available.
a) Return Products within 30 Days for Refund
To avoid any delay or denial of processing your refund request, please verify that your Product for Refund satisfies all of our following inspection criteria (the “Inspection Criteria”).
The Product for Refund must be:
1. In the original manufacturers packaging, and shipped securely;
2. Complete with all the accessories, documentation, and standard certification labels originally, including, but is not limited to, listing, capacity, brand name, code;
3. Free of any permanent alterations including, but not limited to paint, altered connection inputs, severed wires or cables, or indication of removed screws/fasteners or seals;
4. Free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or damages resulting from power surges;
5. Labeled with a security seal, which is intact and not tampered with.
For your own benefit, we recommend that you use a traceable carrier that can provide you with the delivery confirmation to ship your Product for Refund back to the location instructed in the RMA authorization. Tenvellon shall not be responsible for any loss or damage to the Product for Refund caused in transit.
The Product for Refund will be thoroughly inspected by Tenvellon when received and a decision will be made whether the Inspection Criteria are met. If your Product for Refund fails to satisfy the Inspection Criteria (the “Non-conforming Product for Refund”) and has been shipped to Tenvellon, your Non-conforming Product for Refund will be rejected or subject to a restocking fee of up to 15% at Tenvellon’s sole discretion. The inspection may take up to 3 business days from the time your Product for Refund is received.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
b) Return Defective Products within Warranty Period
In the event that your Tenvellon product becomes defective and if it’s within Tenvellon’s limited warranty and within the warranty period (1-year warranty), you may return your defective product (the “Returned Product”) to us for repair or replacement.
If the product is defective (not manmade defective) when you receive it, within 30 days, you can return to Tenvellon and get a full refund or replacement. Tenvellon is responsible for the shipping fees.
Beyond the 30 days but within 1 year warranty, a full refund is not available, but replacement or repair is acceptable. You are responsible for the return-to-Tenvellon warehouse shipping fees and Tenvellon will bear the freight of new replacements or repaired units.
For replacing or repairing defective (not manmade) products beyond 1 year warranty, you are responsible for the shipping fees back and forth. (The freight of replacements and repaired units are calculated by the actual package weight and size.)
If the product is manmade defective, refund or replacement is not available within 30 days. Within Warranty, replacement or repair is acceptable, but you are responsible for any of the service charge, shipping cost, and other fees.
2. Return Policy for Products Purchased from a Third-Party
If the Tenvellon product that you have purchased from the third-party stores or vendors does not function to your satisfaction or does not apply to your installation, please contact the third-party store or vendor where the product was originally purchased for the return and refund policy. All the return and refund processes related to the Tenvellon products purchased from third-party stores or vendors are subject to the specific policies of the third-party stores or vendors. Please refer to the return and refund policy of the original store or vendor that you purchased your Tenvellon product for specific information.
Upgrade or Exchange Policy
Tenvellon is unable to exchange any returned product with a different type unless the returned product satisfies all the following requirements:
1. The returned product is returned to Tenvellon for repair or replacement under the Tenvellon’s limited warranty and within the warranty period (1-year warranty);
2. The returned product is found to be defective and non-repairable by the certified Tenvellon RMA technicians;
3. Products under the same model to the returned product are out of stock.
If the returned product satisfies the described requirements, Tenvellon will offer, at its sole discretion, a variety of options for substitution or an upgrade product.
Important Note: For the new exchange products, you cannot request another substitution unless they are defective.
Missing Parts Policy
In the event that your ordered product comes to your hands with parts missing, the specific policies depend on where your products are purchased from.
If your ordered product arrived incomplete, Tenvellon may require image confirmations at our discretion before replacements for any missing part that is shipped out. If your order was not delivered or the ordered product arrived damaged, please contact Tenvellon customer support. In the event that your ordered product arrived damaged or incomplete due to external damages, please keep all interior and exterior packaging as this is needed when we file the shipping claim with the carrier service we used to ship your order.
We are sorry to learn that you are not 100% satisfied with your purchase. Please keep in mind that we are standing by 24/7 if you have any questions about our products or service. You may reach us by writing emails to sales#Tenvellon.com (replace # with @).
To return your product, you should mail your product to warehouse: TenvellonSecurity, Bao an district Xin an street Buliding No.13 Shenzhen, 518000 Guangdong, China
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.