Cancellation and return policy
Right to Cancel
Customers have the right to cancel their order at any time and for any reason within a period of 14 days, provided that the order has not yet been processed.
Cancellation After Receipt of Goods
Customers may also cancel their order and request a refund within 14 days from the date of receipt of the goods provided by the Merchant. The cancellation period will solely expire 14 days after the customer, or a third party indicated by the customer (other than the carrier), acquires physical possession of the goods.
Post-Cancellation Period
After the 14-day cancellation period has elapsed, any requests for cancellation, return, and/or refund will be governed by the specific terms and conditions set forth by the Merchant.
Exercising the Right to Cancel
To exercise the right to cancel, customers must inform Tenneroo of their decision to cancel the contract. The preferred method to communicate cancellation is by completing the cancellation form provided by Tenneroo.
Deadline for Cancellation Notification
To ensure compliance with the cancellation policy, it is sufficient for customers to send their cancellation communication before the cancellation period expires.
Effects of Cancellation
If you choose to cancel your order before receiving your goods, Tenneroo will reimburse you for all payments received, including any costs associated with delivery. Please note that we will only refund the standard cost of delivery. Any supplementary charges incurred for selecting a delivery method other than the least expensive standard delivery option will not be reimbursed.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
- 14 days after the day the Merchant confirms receipt from you of any goods supplied, or
- (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
- If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have been informed by the Merchant that they have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. You are responsible for the re-shipping costs of the product when you cancel the contract. The deadline is met if you send back the goods before the period of 14 days has expired.
Unwanted products must be returned unused and in good condition. You must take care to ensure the product is properly packaged so that it will not be damaged while in transit. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
If the product is found to be used beyond what it takes for you to reasonably inspect it or damaged, misused, or altered then a refund may not be accepted.
Specific Policies by Product Category
Below is a list of products that may have returns or other limitations:
- Baby Products
- Mattresses & Bedding
- Jewellery
- Perishable Items
- Clothes, Shoes & Watches
- Health & Beauty
- Outdoor & Indoor Furniture
- Books
- CDs, DVDs, and Digital Content
- Periodicals & Magazines
- Electronics
1. Baby Products
All baby items need to be returned in original and new condition. If, upon inspection, the items appear to be used, worn or without tags, we may not be able to process your return.
2. Mattresses & Bedding
For hygiene reasons, returns on any opened mattresses or bedding may not be accepted. Bedding items include duvets, pillows, mattress toppers, etc.
3. Jewellery
Returns on pierced body jewellery such as earrings may not be accepted for hygiene reasons.
4. Perishable Items
Returns on perishable items such as food, beverages, plants, and flowers may not be accepted.
5. Clothes, Shoes & Watches
Clothes must be returned unused and in a resalable condition with all tags. If, upon inspection, clothes appear to be worn or without tags, the return may not be accepted. Certain types of clothing, such as underwear, swimwear, and control wear, may not be returnable for hygiene reasons.
6. Health & Beauty
Returns on items where packaging seals have been broken due to hygiene and safety reasons may not be accepted.
7. Outdoor & Indoor Furniture
Returns on any self-assembly products that have been partially or fully assembled may not be accepted. Products must be undamaged and unused.
8. Books
Books can be returned in new condition.
9. CDs, DVDs, and Digital Content
Returns on CDs, DVDs, or software may not be returnable if the plastic wrapping and/or security seal has been broken or for digital downloads.
10. Periodicals & Magazines
Returns of periodicals and magazines are not accepted.
11. Electronics
In order to protect your privacy and other interests in data, please delete all data on returned electronics and reset the products to factory settings. We are not responsible for any data contained on returned items.
For further details on Cancellation and Refund, please refer to our Terms and Conditions.