Return Policy
Return & Refund Policy
Last Updated: September 14, 2026
We want Tenuella customers to understand our return and refund process clearly before making a purchase.
This Return & Refund Policy explains:
-
Our return window;
-
Which products may be returned;
-
How to request a return;
-
Product-condition requirements;
-
Return shipping responsibility;
-
How damaged, defective, incorrect, or missing products are handled;
-
Where approved returns should be sent;
-
How refunds are processed;
-
How exchanges and cancellations are handled; and
-
How mandatory consumer rights apply.
Tenuella is an online kitchenware, tableware, serving, and tabletop accessories store operated by YINJIAWEI INC, a Colorado corporation in the United States.
For return or refund assistance, please contact:
Email: support@tenuella.com
Phone: +1 404-964-4740
Website: https://tenuella.com
1. 30-Day Return Window
Eligible products may be returned within 30 calendar days after delivery.
The 30-day period begins on the date the applicable product is delivered.
For orders delivered in multiple shipments, the return period for each product is generally calculated from the date that product is delivered, subject to any mandatory consumer rights that apply.
To request a return, please contact us at:
before sending the product back.
2. Return Eligibility
For a preference-based return, such as a change of mind, an eligible product should generally:
-
Be unused;
-
Be in its original condition;
-
Be clean and free from damage caused after delivery;
-
Include the original packaging where reasonably applicable;
-
Include all original components and accessories supplied with the product; and
-
Have been purchased directly through tenuella.com.
Products should be handled reasonably while you decide whether to keep them.
Different rules apply when a product arrives damaged, defective, incorrect, incomplete, or materially different from what you ordered.
Nothing in this policy limits rights or remedies that cannot legally be excluded.
3. Kitchenware, Tableware, and Food-Contact Products
Tenuella sells kitchenware, tableware, wooden serving trays, woven products, placemats, coasters, serving accessories, and related household products.
Some products may be intended for direct contact with food or beverages, while others may be intended primarily for serving, tabletop, decorative, or household use.
For hygiene and food-safety reasons, a product that has already been used for direct food or beverage contact may not qualify for a preference-based return if the product can no longer reasonably be resold in its original condition.
Where applicable, preference-based returns should therefore be:
-
Unused;
-
Clean;
-
In their original condition; and
-
In original packaging where reasonably applicable.
This restriction does not remove rights relating to a product that arrived:
-
Damaged;
-
Defective;
-
Incorrect;
-
Incomplete;
-
Materially different from its description; or
-
Otherwise subject to a mandatory consumer remedy.
4. Products Generally Not Eligible for Preference-Based Returns
Subject to applicable law, the following products are generally not eligible for a preference-based return:
-
Products that have been materially used;
-
Products damaged after delivery through misuse, neglect, improper handling, or failure to follow applicable care instructions;
-
Products materially altered or modified after delivery;
-
Products missing essential components or accessories;
-
Personalized or customized products, where offered;
-
Gift cards, where offered;
-
Products clearly identified as Final Sale before purchase, where legally permitted;
-
Products returned outside the applicable 30-day return period; and
-
Used food-contact products where accepting the return would create a legitimate hygiene or food-safety concern.
A product is not automatically excluded from an appropriate remedy merely because it falls within one of these categories if it was defective, damaged, incorrect, materially misdescribed, or otherwise protected by applicable consumer law.
5. How to Request a Return
To start a return request, please email:
Please include:
-
Your full name;
-
Your order number;
-
The email address used for the order;
-
The product you wish to return;
-
The reason for the return; and
-
Photographs or other relevant information where reasonably necessary.
For ordinary preference-based returns, photographs are not required unless reasonably necessary to clarify the product or condition.
For damaged, defective, incorrect, or incomplete products, photographs may help us review the issue more efficiently.
We will provide the applicable return instructions and return destination after reviewing the request.
Please do not send a product back before receiving the appropriate return instructions.
6. Return Destination
The principal business address of YINJIAWEI INC is:
YINJIAWEI INC
10 Crestaloma Dr
Pueblo, CO 81005
United States
This address identifies the legal operator of Tenuella.
It is not automatically the return warehouse for every order.
The appropriate return destination may depend on factors such as:
-
The product;
-
The order;
-
The fulfillment location; and
-
The applicable logistics arrangement.
After your return request is reviewed, Tenuella will provide the appropriate return address and instructions.
Please do not send returned merchandise to the principal business address unless Tenuella Customer Support specifically confirms that it is the correct return location for your order.
Providing the correct return destination helps ensure that the returned product can be identified, received, and processed properly.
7. Return Shipping Costs
Preference-Based Returns
If you return an eligible product because you:
-
Changed your mind;
-
Ordered the wrong product;
-
No longer want the product; or
-
Prefer another product or variant,
you are generally responsible for the return shipping cost unless applicable law requires otherwise.
We recommend using a trackable return shipping method and retaining proof of shipment when you arrange return transportation yourself.
Original outbound shipping charges are generally not refundable for preference-based returns unless applicable law requires otherwise.
Damaged, Defective, or Incorrect Products
If we confirm that a product arrived:
-
Damaged;
-
Defective;
-
Incorrect; or
-
Materially different from what you ordered,
Tenuella will provide an appropriate resolution.
If a physical return is required because of a confirmed product, fulfillment, or Tenuella error, we will provide return instructions and cover the reasonable return shipping cost.
Please do not purchase return postage for a confirmed Tenuella, fulfillment, or product issue unless Customer Support instructs you to do so.
8. Damaged or Defective Products
Please inspect your order after delivery.
If a product arrives damaged or appears defective, please contact us as soon as reasonably possible at:
Please provide:
-
Your order number;
-
Product name;
-
A brief description of the problem;
-
Clear photographs of the affected product where relevant; and
-
Photographs of the packaging or shipping label where relevant.
Please retain the product and packaging while the issue is being reviewed where reasonably possible.
Depending on the circumstances, an appropriate resolution may include:
-
A replacement;
-
A refund;
-
Return instructions; or
-
Another remedy required or permitted by applicable law.
We do not impose a shorter reporting period where doing so would remove a mandatory consumer right.
9. Incorrect Products
If you receive a product or variant different from what appears in your order confirmation, contact:
Please include:
-
Your order number;
-
The product you ordered;
-
The product you received;
-
Clear photographs of the item received where relevant; and
-
Photographs of labels or packaging where relevant.
If we confirm that the wrong product or variant was sent, we will provide the appropriate resolution.
Where a physical return is required because of our confirmed fulfillment error, reasonable return shipping will not be charged to you.
10. Missing Items
Products from one order may occasionally be shipped separately.
Before reporting a product as missing, please review:
-
Your shipping confirmation emails;
-
Available tracking numbers; and
-
Whether another package associated with the order is still in transit.
If all expected shipments have arrived and a product is still missing, please contact:
Please provide:
-
Your order number;
-
The product believed to be missing;
-
Available tracking information; and
-
Photographs of the received package and contents where reasonably relevant.
We will review the available fulfillment information and provide an appropriate resolution if an item is confirmed to be missing.
11. Products Materially Different From Their Description
If the product you receive is materially different from the product you ordered or from the material information presented on the applicable product page at the time of purchase, contact:
Please provide your order number and information reasonably necessary for us to review the difference.
Minor variations resulting from:
-
Natural wood grain;
-
Tone;
-
Texture;
-
Woven construction;
-
Stitching;
-
Pattern placement;
-
Screen display;
-
Photography lighting; or
-
Reasonable manufacturing tolerances
do not automatically mean that a product is defective or materially different from its description.
However, this does not limit your rights where the actual product materially fails to match the product ordered or the representations made at the time of purchase.
12. Orders That Have Not Arrived
If your order has not arrived within the expected delivery period, please first review the available tracking information.
If your shipment appears materially delayed or potentially lost, contact:
Please include:
-
Your order number; and
-
Tracking number where available.
We may review the shipment with the applicable carrier or fulfillment provider.
If a shipment is confirmed to have been lost in transit because of a carrier or fulfillment issue, we will provide an appropriate resolution, which may include:
-
A replacement; or
-
A refund,
depending on the circumstances.
Customers are not required to purchase a separate shipping-protection product in order for us to review a confirmed carrier or fulfillment loss.
Please also review our Shipping & Delivery Policy for additional shipping and delivery information.
13. Packages Marked as Delivered but Not Received
If tracking shows that a package has been delivered but you cannot locate it, please first check:
-
Around the delivery location;
-
With members of your household;
-
With neighbors where appropriate;
-
Building reception or management;
-
Your mailroom or parcel-storage location; and
-
Any delivery photograph or notice provided by the carrier.
If the package still cannot be located, contact:
Please include your order number and tracking information.
We will review the available information and assist with the appropriate carrier or fulfillment investigation where reasonably possible.
The appropriate resolution will depend on the circumstances and any applicable consumer rights.
14. Return Inspection
When an approved return reaches the authorized return location, the product may be inspected before the refund is finalized.
The inspection may consider:
-
Product condition;
-
Signs of use;
-
Original packaging where reasonably applicable;
-
Included components and accessories;
-
Damage occurring after delivery;
-
Order information; and
-
Compliance with the applicable return requirements.
The purpose of the inspection is to confirm the condition of the returned product and the appropriate refund.
The inspection process will not be used to create unreasonable obstacles to legitimate returns.
If additional information is reasonably required, we may contact you.
15. Refund Processing Time
Once an approved return has been received and inspected, Tenuella will issue the applicable refund to the original payment method within 5 business days.
This five-business-day period refers to the time in which Tenuella processes the approved refund after the return has been received and inspected.
After we issue the refund, your:
-
Bank;
-
Credit-card issuer;
-
PayPal service; or
-
Other payment provider
may require additional time before the refund appears in your account.
Payment-provider posting times are outside Tenuella's direct control.
If you believe an approved refund has not been received within the expected period, contact:
and include your order number.
16. Refund Method
Approved refunds are generally issued to the original payment method used for the purchase.
For transaction-security and fraud-prevention reasons, we generally cannot redirect a refund to an unrelated:
-
Credit card;
-
Bank account;
-
PayPal account; or
-
Other payment account.
If the original payment method is no longer available, please contact Customer Support so the situation can be reviewed.
Any alternative method will be handled in accordance with applicable payment-provider rules and law.
17. Refund Amount
For an approved preference-based return, the refund will generally cover the amount actually paid for the eligible returned product.
Original outbound shipping charges are generally not refundable for preference-based returns unless required by applicable law.
For example, if an order below US$39 incurred the standard US$5.99 outbound shipping charge, that original shipping charge is generally not refundable when the customer simply changes their mind, unless applicable law requires otherwise.
If a product was:
-
Damaged;
-
Defective;
-
Incorrect;
-
Missing;
-
Materially misdescribed; or
-
Affected by another issue attributable to Tenuella or its fulfillment process,
the appropriate refund or other remedy will be determined according to the circumstances and applicable law.
Discounts or promotional adjustments applied to the original purchase may affect the amount refunded.
18. Partial Refunds or Returns That Do Not Meet Eligibility Requirements
Where permitted by applicable law, a preference-based return may receive a reduced refund or may be declined if the returned product:
-
Shows material signs of use;
-
Has been materially damaged after delivery;
-
Is incomplete;
-
Is missing essential components or accessories;
-
Has been altered after delivery;
-
Was returned outside the applicable return period; or
-
Otherwise does not meet the preference-based return requirements described in this policy.
Any decision will consider the actual condition of the returned product and the reason for the return.
We will not reduce or refuse a refund in a manner that removes mandatory consumer rights.
19. Exchanges
Direct exchanges may not always be available.
If you would like another:
-
Product;
-
Color;
-
Style;
-
Size; or
-
Variant,
please contact:
If a direct exchange cannot be processed, you may be asked to return an eligible product under this policy and place a separate order for the preferred product.
This does not affect rights or remedies relating to defective, incorrect, or otherwise non-conforming goods.
20. Order Changes and Cancellations
Orders may begin processing shortly after they are placed.
If you need to request a change or cancellation, please contact:
as soon as possible.
Please include your order number and clearly explain the requested change or cancellation.
We will make reasonable efforts to assist you, but we cannot guarantee that an order can be changed or canceled after:
-
Fulfillment has begun;
-
The order has been packed; or
-
The shipment has been transferred to a carrier.
Once an order has shipped, the applicable return procedure will generally apply.
Any statutory cancellation or withdrawal right that cannot legally be excluded remains unaffected.
21. Promotional and Discounted Purchases
Products purchased using a legitimate promotion, discount code, bundle, or other promotional offer remain subject to this Return & Refund Policy unless additional promotion-specific terms were clearly disclosed before purchase.
A legitimate discount does not automatically make a product non-returnable.
If a product is identified as Final Sale, that restriction will be clearly disclosed before purchase and will apply only to the extent permitted by applicable law.
Mandatory consumer rights cannot be removed by promotional terms.
22. Free-Shipping Orders and Returns
Tenuella's standard shipping rule is:
Orders under US$39.00: US$5.99 standard shipping
Orders of US$39.00 or more: Free standard shipping
Receiving free standard shipping on the original order does not prevent an otherwise eligible product from being returned.
For preference-based returns, customers are generally responsible for return shipping unless applicable law requires otherwise.
We do not retroactively charge the standard outbound shipping fee solely because a return causes the retained merchandise value to fall below the original US$39 free-shipping threshold, unless a specific promotional condition was clearly disclosed before purchase and such treatment is permitted by applicable law.
23. Purchases Made Through Other Sellers
This Return & Refund Policy applies to eligible purchases made directly through:
If a Tenuella-branded or related product is purchased through an independent retailer, marketplace, reseller, or other third-party seller, the return and refund procedure may be handled by that seller.
Please contact the seller through which the purchase was made for the applicable return procedure.
24. International Customers and Mandatory Consumer Rights
Tenuella offers worldwide shipping to destinations supported by our checkout and fulfillment services.
Consumer rights differ between countries and regions.
Nothing in this Return & Refund Policy is intended to exclude, restrict, waive, or replace rights that cannot legally be excluded.
Depending on where you live, applicable law may provide additional rights concerning:
-
Cancellation;
-
Withdrawal from a distance-sale contract;
-
Defective goods;
-
Product conformity;
-
Misdescribed products;
-
Delivery;
-
Returns;
-
Refunds; or
-
Other remedies.
Where mandatory consumer law provides greater protection than this policy, the applicable mandatory rights will apply.
Where applicable law gives a consumer a statutory right to withdraw or cancel a distance purchase before delivery or during a statutory period after delivery, the consumer may exercise that right by contacting:
or by using an applicable electronic privacy, contact, or withdrawal mechanism made available on the Site.
Our standard 30-day return policy does not reduce any longer or additional mandatory right required by applicable law.
25. Payment Disputes
If you believe there is a problem concerning:
-
An order;
-
Product;
-
Payment;
-
Shipment;
-
Return;
-
Delivery; or
-
Refund,
please contact us at:
so that we can review the issue.
Nothing in this section limits lawful rights available through:
-
Your bank;
-
Card issuer;
-
Payment provider; or
-
Applicable consumer-protection law.
26. No Unnecessary Return Barriers
Tenuella aims to make legitimate return and refund requests reasonably accessible.
We do not intend to require customers to:
-
Return products to an undisclosed address;
-
Pay an undisclosed return fee;
-
Complete unnecessary steps unrelated to processing a return;
-
Accept store credit instead of an otherwise applicable monetary refund;
-
Purchase separate shipping protection to obtain a remedy for a confirmed fulfillment issue; or
-
Give up mandatory consumer rights.
Return requirements exist to identify the order, determine eligibility, route the product to the correct return location, and process the appropriate remedy.
27. Relationship With Other Tenuella Policies
This Return & Refund Policy should be read together with our:
-
Terms of Service;
-
Shipping & Delivery Policy;
-
FAQ;
-
Contact Us page; and
-
Other applicable customer-facing policies.
Our current standard policy is:
Return Window: 30 calendar days after delivery
Approved Refund Processing: Within 5 business days after the approved return has been received and inspected
Refund Method: Original payment method
Preference-Based Return Shipping: Generally paid by the customer
Confirmed Product/Fulfillment Error Return Shipping: Reasonable return shipping covered by Tenuella when a physical return is required
Original Standard Shipping: Generally non-refundable for preference-based returns unless required by law
Return Address: Provided through the applicable return instructions; the principal business address is not automatically the return warehouse
These rules are intended to remain consistent across the Site.
28. Contact Information
For questions about returns, refunds, cancellations, damaged products, incorrect products, missing items, or other order-related concerns, please contact Tenuella Customer Support.
Brand / Store Name:
Tenuella
Legal Operator:
YINJIAWEI INC
Entity Type:
Colorado Corporation
Colorado Entity ID:
20251285601
Principal Business Address:
10 Crestaloma Dr
Pueblo, CO 81005
United States
Customer Support Email:
support@tenuella.com
Customer Support Phone:
+1 404-964-4740
Website:
https://tenuella.com
Tenuella is operated by YINJIAWEI INC, the legal entity responsible for operating the Tenuella online store and providing customer support for purchases made through tenuella.com.