Return & Refund Policy
Return & Refund Policy
Last Updated: September 3, 2026
We want Tenuella customers to have clear information about returns and refunds before making a purchase.
This policy explains when a product may be returned, how to request a return, who is responsible for return shipping, and how approved refunds are processed.
Tenuella is operated by Luzhou Jingyunyang Trading Co., Ltd.
If you need help with a return or refund, contact:
1. 30-Day Return Window
Eligible products may be returned within 30 calendar days after delivery.
To be eligible for a preference-based return, a product should generally:
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Be unused;
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Be in its original condition;
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Include the original packaging where reasonably applicable;
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Include all original accessories, components, and other items supplied with the product;
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Show no signs of misuse, accidental damage, improper handling, or unauthorized modification; and
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Have been purchased directly from www.tenuella.com.
Products that do not meet these conditions may not qualify for a preference-based refund.
Different rules apply if a product arrives damaged, defective, incorrect, incomplete, or materially different from what you ordered.
Nothing in this policy limits any consumer rights that cannot legally be excluded.
2. Food-Contact and Hygiene-Sensitive Products
Tenuella sells kitchenware, tableware, serving accessories, placemats, coasters, and related products.
Some products may be intended for direct contact with food or beverages.
For hygiene and food-safety reasons, a product that has been used for food or beverage contact may not be eligible for a preference-based return if it can no longer reasonably be resold in its original condition.
Where applicable, a preference-based return should therefore be:
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Unused;
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Clean;
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In its original condition; and
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In its original packaging where reasonably applicable.
This restriction does not apply where the product is damaged, defective, incorrect, materially different from what was ordered, or where applicable law provides otherwise.
3. Items That Are Generally Not Eligible for Preference-Based Returns
Subject to applicable law, the following items are generally not eligible for a preference-based return:
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Products that have been used;
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Products damaged after delivery through misuse, neglect, improper storage, or failure to follow product instructions;
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Products that are incomplete or missing essential components;
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Personalized or customized products;
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Gift cards;
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Products clearly identified as Final Sale before purchase;
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Products returned outside the 30-day return window; and
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Used food-contact products where accepting the return would create a reasonable hygiene or food-safety concern.
A product is not automatically excluded from a remedy simply because it falls into one of these categories if it arrived damaged, defective, incorrect, or otherwise fails to meet rights provided by applicable law.
4. How to Request a Return
To request a return, email:
Please include:
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Your full name;
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Your order number;
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The email address used to place the order;
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The product you would like to return;
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The reason for the return; and
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Photographs or videos where relevant to the issue.
Our Customer Support team will review your request and provide the return instructions that apply to your order.
Please contact us before sending a product back so that we can provide the correct return destination and help ensure your return is properly identified when it arrives.
5. Return Destination
Our registered business address is not automatically our return warehouse.
The correct return destination may depend on the product, order, and fulfillment arrangement.
After your return request has been reviewed, Tenuella will provide the applicable return address and instructions.
Please do not send a return to our registered business address unless Customer Support specifically confirms that it is the correct return location for your order.
Sending a product to an incorrect location may delay the processing of your return.
We do not require customers to send returns to an undisclosed location without first providing clear return instructions.
6. Return Shipping Costs
Preference-Based Returns
If you return an eligible product because you:
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Changed your mind;
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Ordered the wrong item;
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No longer want the product; or
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Prefer a different product or variant,
you are generally responsible for the return shipping cost.
Original outbound shipping charges are generally not refundable for preference-based returns unless required by applicable law.
We recommend using a trackable shipping service and keeping proof of shipment when you are responsible for arranging the return.
Damaged, Defective, or Incorrect Products
If Tenuella confirms that a product arrived:
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Damaged;
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Defective;
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Incorrect; or
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Materially different from what you ordered,
Tenuella will provide an appropriate resolution.
If a physical return is required because of a confirmed Tenuella, fulfillment, or product issue, we will provide return instructions and cover the reasonable return shipping cost.
Please do not purchase return postage for this type of issue unless our Customer Support team instructs you to do so.
7. Damaged or Defective Products
Please inspect your order after delivery.
If a product arrives damaged or appears defective, contact:
We recommend reporting the issue within 14 calendar days after delivery where reasonably possible so that we can investigate the condition of the shipment promptly.
Please provide:
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Your order number;
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A description of the problem;
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Clear photographs or videos of the product; and
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Photographs of the packaging where relevant.
Depending on the circumstances, the appropriate resolution may include:
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A replacement;
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A refund;
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Return instructions; or
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Another reasonable remedy.
The 14-day reporting recommendation does not reduce any rights that cannot legally be limited.
8. Incorrect Products
If you receive a product or variant that is different from what appears in your order confirmation, please contact:
Please provide:
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Your order number;
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The name of the product you ordered;
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A description of the product received; and
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Clear photographs of the product and relevant packaging.
If we confirm that the wrong product was sent, we will provide the appropriate resolution and, where necessary, return instructions at no reasonable return-shipping cost to you.
9. Missing Items
Products in the same order may occasionally be shipped separately.
Before reporting an item as missing, please check:
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Your shipping confirmation emails;
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Available tracking numbers; and
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Whether another package associated with your order is still in transit.
If all expected packages have arrived and an item is still missing, contact:
Please include:
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Your order number;
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The missing product; and
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Photographs of the package and contents where relevant.
We will review the shipment and provide an appropriate resolution if an item is confirmed to be missing.
10. Orders That Have Not Arrived
If your order has not arrived within the expected delivery period, please first review your tracking information.
If the shipment appears significantly delayed or may have been lost, contact:
Please provide your order number and tracking number where available.
We may work with the carrier or fulfillment provider to investigate the shipment.
If a package 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 refund depending on the circumstances.
For complete information about shipping, tracking, delivery delays, and lost packages, please review our Shipping & Delivery Policy.
11. Packages Marked as Delivered
If tracking shows that your package has been delivered but you cannot locate it, please first check:
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Around the delivery location;
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With other members of your household;
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With neighbors where appropriate;
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With building management or reception;
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Your mailroom or parcel collection area; and
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Any delivery photograph or notification provided by the carrier.
If the package is still missing, contact:
Please include your order number and tracking information.
We will review the available information and assist with the appropriate carrier investigation where reasonably possible.
12. Return Inspection
When a returned product reaches the authorized return location, it may be inspected before the refund is approved.
We may review:
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Product condition;
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Original packaging where applicable;
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Signs of use;
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Included components or accessories;
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Damage occurring after delivery;
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Order information; and
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Compliance with the applicable return requirements.
If we need additional information to complete the review, we will contact you.
If a returned product does not meet the requirements for a preference-based return, we will explain the reason before determining the appropriate outcome.
13. 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 is the period in which Tenuella processes the approved refund.
After we issue the refund, your bank, card issuer, PayPal account, or other payment provider may require additional time before the funds appear in your account.
Financial institution processing times are outside Tenuella's control.
If you believe an approved refund has not been received within the expected period, contact:
14. 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 applicable law requires otherwise.
If a product was damaged, defective, incorrect, missing, or affected by another issue attributable to Tenuella or its fulfillment process, the applicable refund or other remedy will be determined according to the circumstances and applicable law.
Discounts, promotional adjustments, or credits applied to the original purchase may affect the amount refunded.
You will not receive more than the amount actually attributable to the eligible returned or affected product unless applicable law requires otherwise.
15. Partial Refunds or Returns That Do Not Meet the Policy Requirements
Where permitted by applicable law, a refund may be reduced or a preference-based return may be declined if the returned product:
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Shows material signs of use;
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Is materially different from its condition at delivery;
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Is incomplete;
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Is missing essential accessories or components;
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Has been damaged after delivery;
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Was returned outside the applicable return window; or
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Otherwise does not meet the requirements stated in this policy.
Any decision will take into account the condition of the returned product and the reason for the return.
We will not reduce or refuse a refund in a way that removes rights available under mandatory consumer-protection law.
16. Refund Method
Approved refunds are generally issued to the original payment method used for the purchase.
For security and fraud-prevention reasons, we normally cannot redirect a refund to a different:
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Credit card;
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Bank account;
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PayPal account; or
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Other payment method.
If the original payment method is no longer available, please contact us so that the situation can be reviewed.
17. Exchanges
Direct exchanges may not always be available.
If you would like a different:
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Product;
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Color;
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Style;
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Size; or
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Variant,
contact:
If a direct exchange cannot be processed, you may be asked to return the eligible product under this policy and place a new order for your preferred item.
This does not affect any remedy available for a defective, incorrect, or non-conforming product under applicable law.
18. Order Changes and Cancellations
Orders may begin processing shortly after they are placed.
If you need to request a change or cancellation, contact:
as soon as possible.
Please include your order number and clearly explain the requested change.
We will make reasonable efforts to help, but we cannot guarantee that an order can be changed or canceled after:
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Fulfillment has begun;
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The order has been packed; or
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The package has been transferred to a shipping carrier.
Once an order has shipped, the applicable return procedure will generally apply.
Nothing in this section limits cancellation rights that cannot legally be excluded.
19. Promotional Purchases
Products purchased during a promotion remain subject to this Return & Refund Policy unless additional promotion-specific terms were clearly disclosed before the purchase.
Promotional terms may not be used to remove consumer rights that cannot legally be waived.
If a product is sold as Final Sale, that condition will be clearly disclosed before the customer completes the purchase where applicable.
20. Purchases Made Through Other Retailers
This Return & Refund Policy applies to eligible purchases made directly through:
If you purchase a Tenuella product through an independent retailer, marketplace, or other third-party seller, the return and refund process may be handled by that seller.
Please contact the retailer through which the purchase was made for its applicable return procedure.
21. Payment Disputes
If you believe there is a problem with an order, payment, return, delivery, or refund, please contact us at:
We would like the opportunity to review the issue and provide an appropriate resolution.
Nothing in this section limits any lawful rights you may have through your bank, card issuer, payment provider, or applicable consumer-protection law.
22. Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, waive, or limit any rights or remedies that cannot legally be excluded or limited.
Depending on where you live, consumer-protection law may provide additional rights relating to:
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Defective products;
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Products that do not match their description;
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Delivery;
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Cancellation;
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Returns;
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Refunds; or
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Other remedies.
Where mandatory consumer law provides greater protection than this policy, the applicable legal rights will apply.
23. Contact Information
For questions about returns, refunds, damaged products, incorrect items, missing items, or other order-related issues, please contact Tenuella Customer Support.
Email:
support@tenuella.com
Telephone:
+86 156 7226 4121
Website:
www.tenuella.com
Company Information
Brand: Tenuella
Legal Company Name:
Luzhou Jingyunyang Trading Co., Ltd.
Company Registration Number (Unified Social Credit Code):
91510504MAK3H04A6L
Registered Address:
No. 5, Building 3, No. 50, Section 2, Changjiang Road, Luohan Subdistrict, Longmatan District, Luzhou, Sichuan Province, China
Tenuella is operated by Luzhou Jingyunyang Trading Co., Ltd., the legal entity responsible for operating the Tenuella online store and providing customer support for purchases made through www.tenuella.com.