Refund policy

Teneriva Return and Refund Policy

We want you to shop with confidence. This policy explains how cancellations, returns, and refunds are handled.

 

Refunds and Replacements

 

In most cases, and especially for lower-value items, we will offer you a full refund or a free replacement without asking you to return the product. Where a return is not required, we will tell you and you may keep or dispose of the item. We will always confirm by email how your request is being handled. This does not affect your statutory rights, including your 14-day right of withdrawal described below.

14-Day Right to Cancel

You may cancel your purchase and request a return within 14 days after you, or a person nominated by you, receives the order. You do not need to provide a reason.

To exercise this right, email info@teneriva.com before the 14-day period expires. Include your full name, order number, the items you want to return, and a clear statement that you wish to cancel the purchase.

Return Conditions

After telling us that you wish to return an item, you must send it back within 14 days. We will provide the correct return address and instructions. Do not return products to the address shown on the parcel unless we confirm that address in writing.

Returned items should be unused, complete, and in their original packaging. You may inspect an item as you would in a physical shop, but you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect it.

For health and hygiene reasons, sealed cosmetics, skincare products, and personal-care items cannot be returned after their seal has been broken, unless they are faulty, damaged, or not as described.

Return Shipping

If you change your mind, you are responsible for the cost of returning the item. We recommend using a tracked shipping service and keeping proof of postage.

If an item is faulty, damaged, incorrect, or not as described, Teneriva will cover reasonable return costs or provide another appropriate solution. Your statutory consumer rights are not affected by this policy.

Damaged, Incorrect, or Missing Items

Please inspect your order when it arrives. If an item is damaged, incorrect, or missing, contact info@teneriva.com as soon as possible with your order number and clear photographs or video where relevant. Reporting the issue within 48 hours helps us investigate quickly, but this request does not limit your legal rights.

Order Cancellations

You may request cancellation before your order has been fulfilled. Contact us immediately at info@teneriva.com. If the order has already been processed or shipped, it cannot be cancelled in transit, but you may use the return procedure after delivery where eligible.

Refunds

We will notify you after receiving and inspecting the returned item. Approved refunds will be made to the original payment method. For a valid cancellation of the complete order, any standard outbound delivery charge paid to Teneriva will also be refunded.

Refunds will be issued without undue delay and no later than 14 days after you notify us of your cancellation. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first. Your bank or payment provider may require additional time to display the refund.

Exchanges

We do not currently offer direct exchanges. The quickest option is to return the eligible item and place a new order.

Contact

For cancellation, return, or refund questions, email:

info@teneriva.com

Please include your order number so we can assist you efficiently.

This policy does not exclude or restrict any mandatory rights available to you under applicable consumer law.