Refund policy

Return, Refund & Cancellation Policy

At TENHEM, we strive to ensure you are fully satisfied with your purchase. If you receive a damaged, defective, or incorrect item, or if something is missing from your order, we’re here to help resolve the issue.

Returns

To be eligible for a return, you must raise a request within 10 days of receiving your order. The item must be unused, unwashed, undamaged, and returned with all original tags, labels, packaging, and any accessories it came with. Returns that do not meet these criteria will not be accepted.

Please note that our courier partner will inspect the product at the time of pickup. If the item is found to be used or missing required elements like tags or packaging, the pickup will be denied.

To initiate a return, email us at Connect@tenhem.com or WhatsApp us at +91 91755 38001. Once we verify your return request and, if needed, receive supporting photographs, we will confirm the pickup. Returns are approved only after a successful quality check.

In case of an exchange, we will dispatch a replacement item once we have received and inspected the returned product. All exchanges are subject to availability and the product passing our quality standards.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or not what you ordered, please inform us within 24 hours of delivery. Email us at Connect@tenhem.com with clear photographs of the issue. Claims raised after 24 hours will not be accepted.

Refunds

Once your returned item is received and approved after inspection, we will process your refund within 10 business days.

  • For prepaid orders, the refund will be issued to the original payment method.

  • For Cash on Delivery (COD) orders, refunds will be issued in the form of store credit only.

Please note that bank processing times may vary slightly depending on your provider.

Return Logistics

TENHEM will arrange reverse pickup through our courier partner. You must ensure the item is ready for handover in appropriate condition. Our courier team will attempt pickup up to three times. If you are unavailable or the product is not ready during these attempts, the return will be cancelled.

In case of any discrepancy—such as your claim that the item was picked up, while our courier system shows otherwise—you will be required to present the courier pickup slip or proof of handover. If a different product is returned, or if an unrelated or wrong item is handed over by mistake, we are not responsible and will not be able to process the refund or exchange.

Frivolous or Fraudulent Claims

We reserve the right to refuse return or refund requests that are found to be false or baseless. In such cases, legal action may be considered.

Cancellation Policy

Cancellation by TENHEM

We may cancel your order for reasons such as stock unavailability, technical issues, payment fraud alerts, invalid delivery address or contact information, orders flagged as bulk/resale, or failed delivery after three attempts. If your order is cancelled by us, you will be notified via SMS or email.

Cancellation by Customer

You can cancel your order only before the item is shipped. To cancel, go to the “My Orders” section of our website or contact our customer support team. Once your order has been shipped, cancellations will no longer be allowed.

Any refund related to a cancelled order will be processed in line with our standard refund policy.

Customer Support

For assistance, you can reach us at:

  • Email: Connect@tenhem.com

  • WhatsApp: +91 91755 38001

  • Working Hours: Monday to Friday, 11:00 AM – 5:00 PM