Terms of Purchase

Last Updated: November 11, 2026

1. Introduction

Welcome to tenqelo!

These Terms of Purchase establish the conditions that apply to purchases made through our online store. They explain the ordering process, payment requirements, shipping arrangements, order cancellations, and after-sales procedures.

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

Throughout this document, "tenqelo," "we," "us," and "our" refer to our brand and the company operating this online store. "Customer," "you," and "your" refer to individuals purchasing products through our website.

By submitting an order, you acknowledge that you have reviewed and understood these purchase conditions, together with the applicable policies published on our website.

We encourage customers to read these Terms carefully before completing a transaction.

2. Product Information and Selection

We aim to provide clear and useful information about the products available through our online store.

Depending on the product, its listing may contain:

• Product names and descriptions.

• Photographs and visual representations.

• Specifications and relevant features.

• Available sizes, colors, or other options, where applicable.

• Product prices.

• Other details relevant to purchasing decisions.

We make reasonable efforts to ensure that the information presented is accurate and understandable.

However, minor differences in product appearance may occur because of lighting, photography conditions, or individual display settings.

Customers are responsible for reviewing the available product information and selecting the appropriate options before submitting an order.

If you need additional clarification about a product, please contact our customer support team before completing your purchase.

3. Product Prices and Applicable Charges

All product prices are displayed on the relevant product pages and during checkout.

The final amount payable may depend on:

• The products selected.

• The quantities purchased.

• The applicable shipping method.

• Any relevant taxes or additional charges.

We reserve the right to update product prices and promotional arrangements when necessary.

However, changes to displayed prices after an order has been confirmed will not automatically alter the agreed purchase amount, except where a correction is necessary because of an obvious pricing error or another circumstance permitted by applicable law.

If a significant pricing discrepancy affects an order, we will review the situation and contact the customer regarding an appropriate resolution.

Any applicable taxes or additional charges will be presented during checkout where required.

Customers should review the final order summary before authorizing payment.

4. Placing an Order

Customers can purchase products through our website by following the available checkout procedures.

The general ordering process includes:

1. Browse the available products.

2. Select the product and applicable options.

3. Choose the desired quantity.

4. Add the selected items to your shopping cart.

5. Review the products in your cart.

6. Enter your contact and delivery information.

7. Select an available shipping option.

8. Choose a supported payment method.

9. Review the final purchase amount.

10. Submit the order and complete payment.

Before submitting your purchase, please verify that all selected products, quantities, contact details, and delivery information are correct.

You are responsible for providing accurate and complete information during checkout.

If you discover an error after submitting your order, please contact us as soon as possible.

5. Order Confirmation and Acceptance

After successfully submitting an order, you may receive an acknowledgment or confirmation message through the email address provided during checkout.

This notification indicates that we have received your purchase information.

Order processing and acceptance may remain subject to payment verification, product availability, and applicable order review procedures.

We may review an order before proceeding with fulfillment when reasonably necessary, including situations involving:

• Unsuccessful payment authorization.

• Incomplete or inaccurate customer information.

• Product availability limitations.

• Suspected fraudulent transactions.

• Unusual purchasing activity.

• Significant pricing or listing errors.

• Other legitimate operational or legal concerns.

If we are unable to fulfill an order, we will notify the affected customer and explain the available resolution.

If payment has already been collected for an order that cannot be fulfilled, an applicable refund will be arranged in accordance with our policies and applicable legal requirements.

6. Payment Requirements

Customers must complete payment through one of the payment methods made available during checkout.

By submitting a payment, you confirm that:

• You are authorized to use the selected payment method.

• The information provided is accurate.

• You authorize the applicable payment provider to process the transaction.

• You agree to pay the total amount displayed during checkout.

Payment transactions may be subject to authorization, verification, and security procedures established by the relevant payment provider.

If a transaction is declined, cannot be verified, or otherwise fails, the order may not proceed through our normal fulfillment procedures.

For your protection, please do not share payment passwords, security codes, or other confidential financial information through ordinary email communications.

If you encounter a payment issue, please contact our customer support team for assistance.

7. Shipping Options and Delivery Fees

tenqelo currently offers two shipping methods for eligible purchases.

The applicable shipping fee is determined by the order amount and the delivery options available for the destination entered during checkout.

7.1 Free Shipping

Orders totaling $39.00 or more qualify for free shipping under our current shipping arrangements.

The applicable details are:

• Shipping Fee: Free.

• Minimum Order Amount: $39.00.

• Product Coverage: All products.

• Estimated Delivery Time: 10–15 business days.

7.2 Standard Shipping

For orders below the free shipping threshold, Standard Shipping is available at the following rate:

• Shipping Fee: $4.99.

• Applicable Order Amount: $0.00–$38.99.

• Product Coverage: All products.

• Estimated Delivery Time: 10–15 business days.

7.3 Shipping Rate Overview

Shipping Method	Order Amount	Shipping Fee	Estimated Delivery
Free Shipping	$39.00 and above	Free	10–15 business days
Standard Shipping	$0.00–$38.99	$4.99	10–15 business days

Both shipping methods apply to all products, subject to destination availability.

The final shipping method and corresponding charges will be displayed in your shopping cart or during checkout.

Please review the shipping selection before completing your purchase.

8. Order Preparation and Fulfillment

After payment has been successfully submitted, your order will enter the applicable review and preparation procedures.

Depending on the circumstances, order fulfillment may involve:

• Reviewing the submitted purchase information.

• Confirming product availability.

• Verifying transaction details.

• Preparing the selected products.

• Arranging shipment through the applicable delivery service.

We aim to handle orders responsibly and arrange dispatch as efficiently as reasonably possible.

Please understand that order preparation and shipping transit are separate stages.

Our published estimated delivery period is 10–15 business days. Any applicable preparation time should be considered separately.

A separate fixed order preparation timeframe has not been specified.

If additional information is required to complete your purchase, our team may contact you using the details provided during checkout.

9. Delivery Address and Customer Information

Customers are responsible for ensuring that their delivery information is complete and accurate.

Before submitting an order, please verify:

• Recipient's full name.

• Street address.

• Building and apartment or unit number, where applicable.

• City and state or province.

• Postal or ZIP code.

• Country or region.

• Contact details.

Incomplete or incorrect information may result in delivery delays, unsuccessful delivery attempts, or other shipping complications.

If you notice an error in your delivery information after placing an order, please contact us immediately.

We will review whether the requested correction can be accommodated based on the current processing and shipment status.

Once an order has been handed over to the shipping carrier, address changes may no longer be possible through our standard procedures.

10. Delivery Estimates and Tracking Information

Both available shipping methods currently have an estimated delivery period of 10–15 business days.

This timeframe is provided for reference and should not be interpreted as a guaranteed arrival date.

Actual delivery schedules may vary depending on:

• The delivery destination.

• Transportation and logistics arrangements.

• Carrier operating conditions.

• Public holidays and weekends.

• Weather-related disruptions.

• Customs procedures, where applicable.

• Other circumstances affecting shipment movement.

When tracking information becomes available after dispatch, relevant shipment details may be provided through our available order notification system or by email.

Customers can use the available tracking information to monitor their shipment.

Please allow some time for tracking updates to appear after the shipping carrier receives the package.

If your order has not arrived within the estimated delivery period, please contact our support team with your order number and tracking details, if available.

11. Order Changes and Cancellation Requests

We understand that customers may occasionally need to modify or cancel a purchase after submitting an order.

If you wish to make a change, please contact our customer support team as soon as possible.

11.1 Changes to Submitted Orders

Requests involving product options, quantities, or delivery information will be reviewed according to the current order status.

We cannot guarantee that modifications will remain possible after order processing or dispatch has started.

11.2 Cancellation Before Dispatch

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

11.3 Cancellation After Dispatch

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

In this situation, customers may submit a return request in accordance with our Return & Refund Policy.

11.4 Refunds for Accepted Cancellations

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

The time required for the funds to appear may depend on the relevant payment provider or financial institution.

Nothing in this section is intended to restrict mandatory cancellation rights available under applicable consumer protection laws.

12. Return Eligibility and Conditions

We understand that customers may occasionally need to return purchased products.

Eligible purchases may be returned within 30 calendar days after the delivery date, subject to the applicable return conditions.

For personal preference returns, products should generally:

• Remain unused and unworn, where applicable.

• Be maintained in their original condition.

• Include original packaging, labels, tags, and accessories where reasonably available.

• Show no signs of damage, alteration, washing, or misuse after delivery.

• Be accompanied by valid order information or proof of purchase.

Returns involving damaged, defective, incomplete, or incorrect products will be reviewed according to the specific circumstances and applicable consumer protection requirements.

12.1 Personal Preference Returns

Customers may request a return because of a change of mind, personal preference, or another reason unrelated to a product issue or our fulfillment error.

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

12.2 Damaged or Defective Products

If a product arrives damaged or defective and a return is required because of a qualifying product issue, tenqelo will cover the applicable return shipping costs.

Customers should contact our support team and provide relevant photographs or videos where available.

12.3 Incorrect Products

If a customer receives an incorrect product because of an error on our part, tenqelo will cover the applicable return shipping costs when a return is required.

Our team will review the request and provide the appropriate instructions.

13. Return Authorization and Procedures

All return requests must be submitted to our customer support team before any product is shipped back.

To request a return, please email:

service@tenqelo.com

Please include:

• Your full name.

• Your order number.

• The email address used during checkout.

• The product you wish to return.

• The reason for your request.

• Supporting photographs or videos, where applicable.

Our team will review your request and provide further instructions.

Once a return has been approved, we will provide the designated return destination and relevant shipping arrangements.

Please do not send returned products without prior authorization.

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

Returned products should only be sent to the destination specifically confirmed by our customer support team.

14. Refund Procedures and Processing Time

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

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 the refund has been initiated, the time required for the funds to appear in your account may vary depending on:

• Your bank.

• Your card issuer.

• Your original payment method.

• The relevant payment provider.

• Financial institution processing procedures.

If the refund does not appear after the expected processing period, we recommend checking with your payment provider or contacting our customer support team.

15. Refund Method

Approved refunds are generally issued to the original payment method used for the purchase.

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

Any exception will be handled in accordance with applicable payment procedures and legal requirements.

Customers should retain access to their original payment account where possible to help ensure that refunds can be received successfully.

16. Exchanges and Replacement Arrangements

If you prefer an exchange rather than 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 review the circumstances and determine an appropriate resolution.

Depending on the situation, this may include:

• A replacement product.

• An authorized return.

• An applicable refund.

• 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.

All exchanges and returns must follow the instructions provided by our customer support team.

17. Unavailable Products and Unfulfilled Orders

Product availability may change due to inventory conditions or other operational circumstances.

If a product becomes unavailable after an order has been submitted, we will contact the affected customer to explain the situation.

Depending on the circumstances, possible resolutions may include:

• An alternative product, subject to customer agreement.

• Cancellation of the affected purchase.

• A refund for the unavailable product.

• Another appropriate arrangement agreed upon with the customer.

If payment has already been collected for an order or product that cannot be supplied, an applicable refund will be arranged.

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

18. Promotional Offers and Discounts

From time to time, tenqelo may provide promotional offers, discounts, or other special purchasing arrangements.

Such promotions may be subject to specific conditions, including:

• Eligibility requirements.

• Minimum purchase amounts.

• Validity periods.

• Product or order restrictions.

• Other conditions displayed with the relevant offer.

Customers should review the promotional details before completing checkout.

Unless expressly stated otherwise, promotional offers cannot be assumed to apply retroactively to orders already completed.

If promotional information appears unclear or inconsistent with the checkout summary, please contact us before submitting payment.

All promotional activities will be handled in accordance with the conditions presented at the time of purchase and applicable laws.

19. Incorrect Orders and Purchase-Related Problems

If you receive a product that does not match your order or identify an issue with your purchase, please contact our support team as soon as reasonably possible.

To help us investigate, please provide:

• Your order number.

• The email address used during checkout.

• The name or description of the affected product.

• A clear explanation of the issue.

• Supporting photographs or videos, where relevant.

We will review the available information and explain the appropriate next steps.

For issues resulting from our fulfillment error, we will cover the applicable return shipping costs when a return is required.

20. Payment and Transaction Concerns

If you have questions about a payment, refund, or transaction associated with your order, we encourage you to contact our customer support team first.

We will review the relevant order information and available payment records to assist with your inquiry.

If a payment appears to have been duplicated, incorrectly processed, or otherwise affected by a transaction issue, please provide the relevant order details.

Nothing in this section is intended to restrict your right to contact your bank, card issuer, payment provider, or other relevant financial institution.

Customers retain any payment-related rights and dispute procedures available under applicable laws and payment provider rules.

21. Customer Responsibilities

To help us process purchases and provide appropriate assistance, customers are encouraged to:

• Review product descriptions and specifications before ordering.

• Confirm selected options and quantities.

• Provide accurate contact and delivery information.

• Verify the final purchase amount before payment.

• Use an authorized payment method.

• Retain order confirmations and relevant transaction records.

• Contact us promptly when an order-related issue occurs.

• Follow the return authorization and shipping instructions provided by our team.

Customers should also take reasonable steps to protect their account credentials and payment information.

Providing complete and accurate information helps us handle purchases and customer inquiries more efficiently.

22. Purchase-Related Limitations and Responsibilities

We make reasonable efforts to provide accurate product information, reliable checkout functionality, and appropriate order support.

However, certain circumstances may affect purchasing or fulfillment procedures, including technical interruptions, payment provider issues, transportation disruptions, product availability changes, and other events beyond our reasonable control.

To the extent permitted by applicable law, we are not responsible for indirect or consequential losses arising from circumstances that are beyond our reasonable control.

Nothing in these Terms is intended to exclude or limit responsibilities that cannot legally be excluded or limited.

Customers retain all mandatory consumer rights, statutory warranties, and remedies available under applicable law.

23. Applicable Consumer Protection Rights

These Terms describe our standard purchasing and after-sales procedures.

They are intended to operate consistently with applicable consumer protection laws and regulations.

Nothing in this document is intended to waive, exclude, or restrict mandatory legal rights available to customers.

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

Customers retain any statutory cancellation, refund, warranty, and other consumer rights that cannot legally be waived or restricted.

24. Relationship with Other Store Policies

These Terms of Purchase should be read together with the other policies published on our website.

Relevant documents include:

• Terms of Service.

• Shipping Policy.

• Return & Refund Policy.

• Privacy Policy.

Each policy provides additional information about a specific part of your interaction with our store.

For example:

• Our Shipping Policy explains available delivery methods, shipping charges, and estimated delivery periods.

• Our Return & Refund Policy describes return eligibility, shipping responsibilities, and refund procedures.

• Our Privacy Policy explains how personal information is collected, used, and processed.

These documents should be interpreted together where relevant to your purchase.

Any conflict involving mandatory consumer rights will be resolved in accordance with applicable law.

25. Changes to These Terms

We may revise these Terms of Purchase periodically to reflect changes in our purchasing procedures, payment arrangements, order fulfillment practices, business operations, 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 document periodically to remain informed about the conditions governing their purchases.

Changes will be handled in accordance with applicable laws and will not remove mandatory rights relating to purchases already made.

26. Contact Information

If you have questions about a purchase, payment, order confirmation, delivery, cancellation, return, or refund, please contact our customer support team.

Our official company information is as follows:

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 order-related inquiries, 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 business and look forward to providing a convenient, transparent, and dependable shopping experience.