Return, Refund & Warranty Policy

Thank you for shopping with Tenvellon.

We design and ship everyday carry gear, titanium tools, writing instruments, pocket tools, safety alarms, and related accessories for practical daily use. If something is not right with your order, we are here to help.

Please read this Return, Refund & Warranty Policy carefully before placing your order. By purchasing from Tenvellon, you agree to the terms below.

1. Contact Us Before Returning Any Item

Please do not send any item back without contacting us first.

To start a return, refund, exchange, cancellation, or warranty request, please contact us at:

Email: sales@tenvellon.com

Please include:

• Your order number
• The email address used to place the order
• A brief description of the issue
• Photos or videos, if the item is damaged, defective, incorrect, incomplete, or not working as expected

Once your request is reviewed, we will provide the next steps. If a return is approved, we will provide return instructions and the correct return address.

Items returned without prior approval may be delayed, rejected, or not eligible for a refund.

2. Order Cancellations

If you need to cancel or change your order, please contact us as soon as possible at sales@tenvellon.com.

Orders can usually be changed or cancelled before they are fulfilled or shipped.

Once an order has been fulfilled, handed over to the carrier, or assigned a tracking number, we may not be able to cancel or modify the shipment. If the order has already shipped, it will be handled under our return process after delivery.

For EU customers, withdrawal requests may be submitted during the applicable withdrawal period in accordance with the “EU Customers – Right of Withdrawal” section below.

3. 14-Day Return Policy

For most products purchased directly from the Tenvellon official website, you may request a return within 14 days from the date your order is delivered.

To be eligible for a return, the item must be:

• Unused and in its original condition
• Complete with all original accessories, parts, packaging, manuals, and included items
• Free from damage, scratches, dents, stains, modification, misuse, or signs of wear beyond normal inspection
• Suitable for resale
• Returned using the instructions provided by Tenvellon

Returns requested after 14 days from delivery may not be accepted unless the item is defective and covered under our limited warranty or unless otherwise required by applicable law.

4. Non-Returnable Items

The following items are not eligible for return for non-defective reasons, unless required by applicable law:

• Items that have been used, damaged, altered, modified, disassembled, or repaired by the customer or a third party
• Items with missing parts, accessories, packaging, manuals, or included components
• Items damaged due to misuse, improper care, improper storage, accidental damage, impact, water exposure, or unauthorized modification
• Final sale, clearance, sample, prototype, giveaway, or “not for sale” items, where such exclusions are permitted by applicable law
• Consumable parts, refills, batteries, or accessories that have been used or depleted through normal use
• Products purchased from unauthorized sellers or third-party platforms

This section does not limit any statutory rights you may have under applicable consumer protection laws.

5. Return Shipping Costs

For returns made due to change of mind, wrong item selection, wrong size, wrong color, duplicate purchase, or other non-defective reasons, customers are responsible for the cost of return shipping.

For EU customers exercising the 14-day right of withdrawal, customers are responsible for the direct cost of returning the item unless the item is faulty, damaged, or incorrect.

If the return is caused by a confirmed product defect, shipping damage, missing item, incorrect item, or fulfillment error by Tenvellon, we will provide an appropriate solution in accordance with this policy.

Please use a trackable shipping method when returning an item. Tenvellon is not responsible for returned packages that are lost, damaged, delayed, or delivered to the wrong address in transit.

6. Inspection and Refund Approval

All returned items will be inspected after they are received.

Inspection usually takes 3–5 business days after the returned package arrives at the return location.

If the returned item meets our return conditions, we will approve the refund or exchange.

If the returned item does not meet our return conditions, such as being used, damaged, incomplete, altered, missing accessories, or not suitable for resale, the return may be rejected or a reasonable deduction may be applied based on the condition and actual diminished value of the item.

If a return is rejected, the customer may be responsible for any shipping cost required to send the item back.

7. Refunds

Approved refunds will be issued to the original payment method used for the order.

Once a refund is issued, it may take additional time for your bank, credit card company, PayPal, or payment provider to process and post the refund to your account.

Original shipping fees are generally non-refundable unless the return is caused by a confirmed product defect, incorrect item, missing item, shipping damage, or another error by Tenvellon, or unless otherwise required by applicable law.

If you selected a paid or upgraded shipping method, any additional shipping cost may not be refundable unless required by applicable law.

Duties, taxes, VAT, customs fees, brokerage fees, or import charges paid to local authorities or carriers are generally not refundable by Tenvellon.

8. Exchanges

If you would like to exchange an item, please contact us first at sales@tenvellon.com.

Exchanges are subject to product availability and approval after inspection.

If the requested replacement item is out of stock, we may offer a refund, repair, replacement, store credit, or an alternative item, depending on the situation.

For non-defective exchanges, customers are generally responsible for return shipping and any price difference between products.

9. Damaged, Missing or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, incomplete, incorrect, or with missing parts, please contact us within 7 days of delivery at sales@tenvellon.com.

Please include:

• Your order number
• A brief description of the issue
• Clear photos or videos of the product
• Photos of the shipping label and outer packaging
• Photos of any visible damage or missing parts

Please keep the original product, packaging, accessories, and shipping materials until the issue has been reviewed.

If the issue is confirmed to be caused by shipping damage, missing items, incorrect items, or a fulfillment error, we will provide a suitable solution, which may include a replacement, repair, missing part shipment, refund, or other appropriate resolution.

10. Defective Products and Limited Warranty

Tenvellon provides a 1-year limited warranty for eligible products purchased directly from the Tenvellon official website, unless a different warranty period is stated on the product page.

This limited warranty covers manufacturing defects in materials or workmanship under normal use.

If your product becomes defective within the warranty period, please contact us at sales@tenvellon.com with your order number, a description of the issue, and photos or videos showing the problem.

Depending on the situation, we may offer troubleshooting support, replacement parts, repair, replacement, store credit, or another appropriate solution.

After the 14-day return period, refunds are generally not available for warranty claims unless required by applicable law. Warranty solutions are usually handled through repair, replacement, replacement parts, or other suitable support.

This limited warranty does not limit any statutory rights you may have under applicable consumer protection laws.

11. What Is Not Covered by Warranty

The limited warranty does not cover:

• Normal wear and tear
• Cosmetic scratches, dents, finish wear, coating wear, patina, or other changes caused by regular use
• Damage caused by misuse, improper care, improper storage, impact, dropping, crushing, overloading, or accidental damage
• Damage caused by water exposure, corrosion, chemicals, extreme heat, extreme cold, humidity, or harsh environments, unless the product is specifically described as suitable for such conditions
• Damage caused by unauthorized repair, modification, disassembly, engraving, alteration, or use of non-original parts
• Battery degradation, depleted batteries, ink refills, consumable parts, or accessories that have been used or worn through normal use
• Issues caused by incorrect charging, incompatible adapters, improper battery handling, or failure to follow product instructions
• Products purchased from unauthorized sellers, third-party marketplaces, or channels that cannot provide valid proof of purchase
• Products marked as sample, prototype, giveaway, final sale, “not for sale,” or sold “as is”
• Lost, stolen, confiscated, or seized items
• Damage, delay, or non-delivery caused by customs rules, import restrictions, local regulations, or the customer’s failure to comply with local laws

12. Products Purchased from Third Parties

This policy applies only to products purchased directly from the Tenvellon official website.

If you purchased a Tenvellon product from a third-party store, marketplace, distributor, reseller, or other sales channel, please contact the original seller for return, refund, exchange, or warranty support.

Tenvellon is not responsible for returns, refunds, exchanges, warranties, or service commitments offered by unauthorized sellers or third-party platforms.

13. Refused, Unclaimed or Undeliverable Packages

If a package is refused, unclaimed, returned to sender, abandoned, or undeliverable due to customer action or inaction, any original shipping fees, return shipping fees, customs charges, carrier charges, and related costs may be deducted from any eligible refund.

If a package is returned because of an incorrect, incomplete, outdated, or undeliverable shipping address provided by the customer, the customer may be responsible for the original shipping cost, return shipping cost, reshipping fee, and any related carrier charges.

If you still want the order to be delivered, a reshipping fee may apply.

14. Customs, Import Restrictions and Local Laws

Some countries or regions may have restrictions on certain everyday carry tools, metal accessories, electronic items, batteries, alarms, or similar products.

Customers are responsible for checking whether the products they order can be legally imported, owned, carried, or used in their destination country or region.

Tenvellon is not responsible for delays, failed delivery, seizure, return, additional charges, or non-delivery caused by local customs rules, import restrictions, or the customer’s failure to comply with local regulations.

15. EU Customers – Right of Withdrawal

If you are a customer in the European Union, you have the right to withdraw from your purchase within 14 days from the day you, or a person designated by you, receives the last item in your order.

To exercise your right of withdrawal, you may submit a withdrawal or cancellation request through our online return/cancellation process, or contact us with your order number and email address.

Once your withdrawal request is submitted, we will confirm receipt of your request by email.

For returns made under the 14-day right of withdrawal, customers are responsible for the direct cost of returning the item unless the item is faulty, damaged, or incorrect.

Returned items should be complete and in a condition suitable for resale. If an item has been handled beyond what is necessary to check its nature, characteristics, and function, and this results in a loss of value, we may deduct a reasonable amount based on the actual diminished value of the item.

If you selected a shipping method more expensive than the least expensive standard delivery option offered at checkout, the additional delivery cost may not be refunded unless required by applicable law.

This section does not limit any additional rights you may have under applicable consumer protection laws.

16. How to Start a Return, Refund or Warranty Request

To start a request, contact us at:

Email: sales@tenvellon.com

Please include your order number and the email address used to place the order.

If your request involves a damaged, defective, incorrect, or incomplete item, please include clear photos or videos so we can review the issue faster.

If your return is approved, we will provide return instructions and the correct return address.

Please do not send your item to the address shown on the shipping label or package unless we specifically instruct you to do so.

17. Contact Us

If you have any questions about returns, refunds, exchanges, cancellations, or warranty support, please contact us:

Email: sales@tenvellon.com

When contacting us, please include your order number and the email address used to place the order so we can help you faster.