30-Day Easy Returns

At Tenax Collection, our goal is for you to love every purchase you make with us. However, your overall satisfaction is our number one priority. If you don’t love your purchase, we offer a super simple return process!

Return Policy Overview

- Return Period: From the day your purchase is delivered, you have 30 days to request a return.

- Return Support: Our client team is always here to support you and guide you through the return process.

- Product Condition: Items must be in their original condition, unused, and returned with the original packaging. 

**Please note that orders are processed right away! As a result, orders cannot be cancelled before delivery; however, you can still return the item within 30 days of delivery for a full refund.**

Return Costs

- Defective, Damaged, or Incorrect Items: Tenax Collection accepts returns for defective and non-defective items. If your order arrives damaged, defective, or you receive the wrong item, you will not be charged any return shipping fees. We will cover the return and work with you to resolve the issue as quickly as possible.

- Returns for Personal Reasons (Change of Mind): If you decide you no longer want the item, ordered the wrong product, or it doesn’t meet your expectations, the cost of sending it back will be your responsibility. Original shipping charges are not refundable, and return shipping costs will not be reimbursed.

- Non-Arrival: If your order has not arrived within the expected delivery window, please contact us at info@tenaxcollection.com with your order number. We will open an investigation with the carrier and work to resolve the issue promptly. If the order is confirmed lost in transit, a full refund or replacement will be arranged at no cost to you.

- Cancellations: Orders are processed right away and cannot be cancelled before delivery. You can still return the item within 30 days of delivery for a full refund.

How to Return an Item

1. Contact Us: Please email info@tenaxcollection.com and include your order number along with a brief explanation of why you would like to return the item. If your item arrived damaged or incorrect, please attach clear photos to your email.

2. Wait for Instructions: Our team will respond within 1 to 2 business days with return instructions and, where applicable, a prepaid shipping label. All approved returns must be shipped back to our fulfillment warehouse.

3. Prepare Your Return: Place the product back into its original packaging and make sure all included accessories, tags, and any provided materials are inside.

4. Ship the Item: Once you receive return instructions from our team, take the package to the appropriate shipping carrier and send it back using the details provided.

Email: info@tenaxcollection.com
Phone: +1 (647) 367-2891

Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (EST)

We do our best to reply to your e-mail within 1–2 business days.

Refund Process

- Inspection: After your return arrives, our team will review the item to confirm it meets the conditions outlined in our return policy.

- Refund Processing Time: Once the return is approved, your refund will be issued to your original payment method. Processing times vary, but most refunds appear within approximately 7 business days, depending on your bank or payment provider.

- Refund for Return Shipping: Return shipping costs are non-refundable for returns made for personal reasons such as change of mind or ordering the wrong product. If your item arrived damaged, defective, or incorrect, return shipping costs will be covered in full and no reimbursement process is required on your end.

- Return Label Responsibility: For returns made for personal reasons, the customer is responsible for arranging and covering the cost of return shipping. For items that arrive damaged, defective, or incorrect, a prepaid return label will be provided by our team at no additional cost.

Restocking Fee

- No restocking fee applies to eligible returns. Items may be returned without any additional restocking charges, provided they meet the return policy conditions outlined above.

Exchanges

Unfortunately, we do not accept exchanges at this time. To receive a different size, colour, or item, please return the original purchase within the 30-day window and place a new order. Please contact us to receive assistance with returns and any other questions.

Non-Returnable Items

For hygiene and safety reasons, some items may not be eligible for return. These products will be clearly marked as non-returnable in the product description.

For More Information

Questions?

Visit our FAQs page or Contact our customer service.

Contact Information:

Store Name: Tenax Collection
Email: info@tenaxcollection.com
Phone: +1 (647) 367-2891
Address: 171 Laurendale Avenue, Keswick, ON L4P 0C2, Canada
Customer Support Hours: Monday to Friday, 9:00 AM to 5:00 PM (EST)

We aim to respond to all inquiries within 1–2 business days.