Return & Refund Policy

Last Updated: November 11, 2026

At tenqelo, we want every customer to have a clear and reassuring shopping experience. We understand that certain purchases may require additional attention after delivery, whether due to a change in personal preference, a product issue, or an order fulfillment error.

This Return & Refund Policy outlines the requirements for eligible returns, the responsibilities for return shipping expenses, refund procedures, and the assistance available when a product does not meet the expected conditions.

Our online store is operated by Shaanxi Yuyanyingyouhong Technology Co., Ltd.

Please read the following policy carefully before submitting a return or refund request.

1. Return Eligibility and Time Limit

Customers may request a return for eligible purchases within 30 calendar days after the delivery date.

The return period begins when the order is delivered to the shipping address provided during checkout.

To ensure that your request can be reviewed within the applicable period, we recommend contacting our customer support team as soon as you decide that a return is necessary.

All return requests are subject to the applicable eligibility requirements and review procedures described in this policy.

This return period does not limit any additional or mandatory return rights provided by applicable consumer protection laws.

2. General Return Requirements

For purchases being returned due to personal preference or a change of mind, the following conditions generally apply:

  • Products should be unused and unworn, where applicable.

  • Items should remain in their original condition.

  • Original packaging, labels, tags, and included accessories should be retained and returned where reasonably available.

  • Products should not show signs of damage, alteration, washing, or misuse after delivery.

  • Customers should provide a valid order number or other proof of purchase.

After a returned item reaches us, our team may inspect its condition to determine whether the applicable return requirements have been met.

For products reported as damaged, defective, incomplete, or incorrect, we will review the specific circumstances and supporting information separately. The general conditions for personal preference returns will not be used to restrict any applicable statutory rights or remedies.

3. Types of Return Requests

Return requests may arise for different reasons. To ensure that the appropriate shipping responsibility and resolution are applied, we distinguish between personal preference returns and returns resulting from product or fulfillment issues.

3.1 Returns Due to Personal Preference

Customers may request a return for reasons that are unrelated to product defects or errors on our part.

Examples include:

  • Changing your mind after placing an order.

  • No longer needing the purchased item.

  • Selecting an unsuitable product option.

  • Personal preferences regarding the purchased product.

  • Other reasons unrelated to an issue with the product or order fulfillment.

For eligible returns of this nature, customers are responsible for the applicable return shipping costs.

The returned product should generally meet the condition requirements described in Section 2.

3.2 Damaged or Defective Items

If a product arrives damaged, defective, or incomplete, please contact our customer service team so that we can review the issue.

To help us assess your request, please provide:

  • Your order number.

  • The name or description of the affected item.

  • A brief explanation of the problem.

  • Clear photographs or videos showing the issue, where available.

  • Photographs of the external packaging, if relevant.

Once we have reviewed the information, our team will explain the appropriate resolution.

If a return is required because of a qualifying product issue, tenqelo will cover the applicable return shipping costs.

Depending on the circumstances, the available resolution may include an authorized return, replacement, refund, or another suitable remedy.

3.3 Incorrect Items Received

If the product delivered to you does not match the item you ordered because of an error on our part, please notify us.

We recommend providing photographs of the received item together with your order information so that our team can verify the discrepancy.

After reviewing your request, we will explain the appropriate next steps.

If a return is required because of our fulfillment error, tenqelo will cover the applicable return shipping costs.

4. How to Submit a Return Request

All returns must be requested and reviewed by our customer support team before the product is shipped back.

To initiate a request, contact us through:

Email: service@tenqelo.com

Please include the following details in your message:

  • Your full name.

  • Your order number.

  • The email address used when placing the order.

  • The product you wish to return.

  • The reason for the return.

  • Supporting photographs or videos, where applicable.

After receiving your message, our team will review the information and determine whether the request qualifies under this policy.

If the return is approved, we will send you confirmation along with the designated return address and the relevant shipping instructions.

Please wait until you receive these instructions before arranging the return shipment.

5. Return Shipping Responsibilities

The responsibility for return transportation expenses depends on the reason for the return.

5.1 Personal Preference Returns

For eligible returns resulting from personal preference, a change of mind, or other reasons unrelated to a product issue or our fulfillment error:

  • The customer is responsible for the applicable return shipping costs.

  • The customer arranges and pays for the return shipment.

  • We recommend using a shipping service that provides tracking information.

  • The shipping receipt and tracking details should be retained until the return process is completed.

5.2 Damaged or Defective Products

When a return is necessary because of a qualifying damaged or defective product issue, tenqelo will cover the applicable return shipping costs.

Our customer support team will provide the appropriate arrangements after reviewing and approving the request.

5.3 Incorrect Products

When a return is necessary because we supplied an incorrect item, tenqelo will cover the applicable return shipping costs.

Customers will not be required to pay applicable return shipping expenses resulting from our fulfillment error.

6. Return Approval and Shipping Instructions

Before sending an item back, customers must obtain return authorization from our customer support team.

Once your request has been approved, we will provide the necessary information, including:

  • Confirmation of return approval.

  • The designated return shipping address.

  • Applicable packaging instructions.

  • Relevant shipping arrangements.

  • Any additional information needed to complete the return.

Please package your returned product carefully to reduce the possibility of damage during transportation.

If you arrange the return shipment yourself, we recommend selecting a service with tracking so that the package can be monitored until delivery.

Important Return Address Notice

The company address published on our Contact Us page is intended for company identification and general business correspondence. It is not necessarily the designated return shipping location.

Please do not send returned products to our business address unless our customer support team has specifically confirmed that it is the correct return destination.

Products sent without prior authorization or delivered to an incorrect location may experience delays in identification and processing.

7. Inspection of Returned Products

After an authorized return has been delivered, our team will inspect the returned product and review the information associated with the request.

The review may include:

  • Confirming that the returned product corresponds to the original purchase.

  • Checking the condition of the item.

  • Reviewing relevant packaging and included accessories, where applicable.

  • Verifying the reason for the return.

  • Checking whether the return meets the applicable requirements.

For personal preference returns, the inspection will consider the general return condition requirements.

For damaged, defective, or incorrect products, the review will take into account the reported issue and the circumstances of the original delivery.

Once the review is complete, we will determine the appropriate next steps and notify you of the refund or other available resolution.

All decisions will be handled in accordance with applicable consumer protection requirements.

8. Refund Processing Time

For approved returns, refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

This timeframe refers to our refund processing period.

After we initiate the refund, the time required for the funds to appear in your account may vary depending on your financial institution and payment provider.

Possible factors include:

  • Bank processing procedures.

  • Credit or debit card issuer processing times.

  • The original payment service.

  • Financial institution settlement schedules.

  • Other payment-related procedures.

If the refund has not appeared after the expected processing period, we recommend checking with your bank or payment provider first.

If you still need assistance, please contact our support team with your order number and refund details.

9. Refund Method

Approved refunds are generally returned through the original payment method used when placing the order.

For example, if you completed your purchase using a particular credit card or another supported payment option, the refund will generally be issued through that same payment channel.

We do not normally redirect refunds to an alternative payment method unless required or permitted under applicable payment procedures and legal requirements.

Please ensure that your original payment account remains accessible where possible so that the refund can be received successfully.

10. Exchanges and Replacement Requests

If you would prefer to exchange a purchased item rather than receive a refund, please contact our customer support team before returning the original product.

Exchange requests are subject to review and the availability of the requested product or option.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund arrangement.

For damaged, defective, incomplete, or incorrect products, we will assess the circumstances and explain the available resolution.

Depending on the specific situation, this may include:

  • Providing a replacement product.

  • Authorizing a return.

  • Issuing an eligible refund.

  • Offering another suitable remedy.

Where a return is required because of a qualifying product issue or an error on our part, tenqelo will cover the applicable return shipping costs.

Please obtain confirmation from our customer support team before shipping any item back.

11. Order Cancellation and Refunds

If you wish to cancel an order after submitting it, please contact us as soon as possible.

Cancellation requests will be reviewed according to the current order processing and shipping status.

If the order has not entered processing or dispatch, we will assess whether the cancellation can be accommodated.

Once an order has entered processing or has been handed over to the shipping carrier, cancellation may no longer be possible through our standard procedures.

If the order has already been dispatched, you may request a return in accordance with this policy.

Where a cancellation is accepted after payment has been collected, the applicable refund will generally be issued to the original payment method.

If we cannot fulfill an order due to an issue attributable to our business, we will review the situation and arrange an appropriate resolution, including a refund where applicable.

Nothing in this section is intended to restrict mandatory cancellation rights available under applicable law.

12. Damaged Packages and Delivery-Related Issues

If your package arrives with visible damage or the product appears to have been affected during transportation, we recommend documenting the condition of the parcel and its contents.

Where possible, please provide:

  • Your order number.

  • Photographs of the external packaging.

  • Photographs of the shipping label, where relevant.

  • Clear images or videos showing the affected product.

  • A brief explanation of the problem.

Please contact our support team so that we can review the situation and provide the appropriate instructions.

If your shipment appears to be lost, missing, or undelivered, please contact us with your order number and available tracking information.

We will review the relevant shipping details and help determine the appropriate next steps.

13. Unavailable Products and Unfulfilled Orders

Occasionally, a product may become unavailable after an order has been submitted due to inventory or operational circumstances.

If we are unable to supply an item that has already been purchased, we will contact the affected customer to discuss an appropriate solution.

Depending on the circumstances, this may involve an alternative product, cancellation of the affected purchase, or an applicable refund.

If payment has already been collected for a product or order that cannot be fulfilled, the applicable refund will be arranged.

Approved refunds will generally be returned through the original payment method, subject to applicable payment procedures and legal requirements.

14. Customer Responsibilities During the Return Process

To help us review return requests efficiently, customers are encouraged to:

  • Submit return requests within the applicable 30-day period.

  • Provide accurate order and contact information.

  • Clearly explain the reason for the return.

  • Supply relevant photographs or videos when reporting a product issue.

  • Obtain return authorization before shipping products back.

  • Follow the return destination and instructions provided by our team.

  • Package returned items appropriately.

  • Retain relevant shipping receipts and tracking information.

Providing complete and accurate information helps us identify the order, review the issue, and determine an appropriate resolution.

15. Statutory Consumer Rights

This policy explains the standard return, refund, and exchange procedures offered by tenqelo.

Nothing in this policy is intended to exclude, waive, or restrict mandatory consumer rights, statutory warranties, or legal remedies available under applicable laws and regulations.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of the conflict.

Customers retain all rights that cannot legally be waived or restricted through this policy.

16. Updates to This Policy

We may revise this Return & Refund Policy from time to time to reflect changes in our business operations, after-sales procedures, services, or applicable legal requirements.

Any revised version will be published on this page together with an updated Last Updated date.

We encourage customers to review this page periodically to remain informed about our current return and refund arrangements.

Any changes will be implemented in accordance with applicable laws and will not remove mandatory rights relating to purchases already made.

17. Contact Us

If you have questions about return eligibility, refund processing, exchanges, damaged products, or other after-sales matters, please contact our customer support team.

Our official contact information is provided below:

Brand Name: tenqelo

Legal Company Name: Shaanxi Yuyanyingyouhong Technology Co., Ltd.

Customer Service Email: service@tenqelo.com

Business Phone: +86 29-38012579

Business Address:

Room 412, Unit 2, Building 6, Phase 2, Airport Industrial Park, Airport New City, Xixian New Area, Shaanxi Province, China, G146.

For inquiries concerning an existing order, please include your order number and the email address used during checkout.

Our team will review your request and provide the appropriate assistance.

Thank you for choosing tenqelo. We appreciate your trust and remain committed to providing a clear, helpful, and responsible after-sales experience.