If you are experiencing any shipping or product issues, please email service@tenniix.ai, including an explanation and photographs stating the reason for your request. And our team will assist you right away.
Please fill in your address in all details; otherwise, the package we mail to you will be returned to us, or we will just ignore your request to save everyone the trouble.
Shipping
Each Tenniix shipment is carefully packaged to ensure it is in the best condition. Still, if anything happens, please write to service@tenniix.ai at your earliest convenience and let us know. We take great pride in customer service, and we want each customer to be happy with the quality of our products and services.
We ship products in the chronological order in which the purchasing order is accepted, to the address provided, so long as such address is complete and complies with all shipping restrictions and regulations in the respective countries and regions. The shipping/delivery date will be specified on the order page of each product.
1. How much does shipping cost?
The shipping cost for accessories depends on your location. The total shipping cost for your order will be displayed at checkout.
2. When will my order arrive?
You can check the estimated shipping time for Tenniix on the order page. When your order leaves our warehouse, you’ll receive an email with a tracking number – you can use this to follow your order’s journey to your door. We work with international shipping partners to get your order to you as soon as possible, but delivery times vary depending on where you order from.
Return and Exchange
1. Damage/Defect on Arrival
Damage/Defect on Arrival ("DOA") hereby refers to appearance, functional, or structural deficiencies that are found on arrival and will prevent the normal use of the product. Make sure to open the box and inspect your goods within 14 days of receiving the goods ("inspection period"). If any problem, including appearance, functional, or structural deficiencies, is found when you open the box, please DO NOT use the product and report to us as soon as possible. If any problem is found after you test the Tenniix device, we will only accept functional or structural problems as DOA, excluding appearance defects for the reason of usage. Tenniix shall provide FREE return or exchange of any DOA goods reported within the inspection period. If no problem is reported during the inspection period, the product shall be deemed good in appearance, function, and structure.
2. Return/Exchange without Reason
Tenniix will accept returns/exchanges without reason within 5 days of receiving the goods. All items must be returned with original packaging and follow our instructions for fixation and protection.
All products come with a replacement for 30 DAYS from the date of purchase. The item must be unused and in the same condition that you received it. It must also be properly packed.
* If you have any problem not stated above, please email service@tenniix.ai within 14 days from the delivery date, including an explanation and photographs stating the reason for your request.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
2.1 Unused Goods
2.1.1 Refused Shipment
We cannot change, intercept, or cancel orders that have already been shipped. If you refuse delivery, we will charge a flat fee of $100 per Tenniix to partially cover our shipping costs.
2.1.2 Return/Exchange with Unopened Box
If you return/exchange goods with the box unopened, we will charge the shipping fee (if you let us arrange the shipment) and possible damage compensation if any item is lost or damaged. Make sure to take pictures of the packaging before you ship the goods back.
2.2 Used Goods
If you return/exchange goods with the box opened, we will charge the shipping fee (if you let us arrange the shipment) and a re-boxing fee, as well as refurbishing compensation for any parts that show signs of use or damage. Please note that scratches or dents on the surface of the device are unrepairable, and take good care when you test the device.
3. Return address
Please send an email to service@tenniix.ai to contact our customer service. We will provide you with the appropriate repair location based on your location.
Refund Scope
Tenniix will refund the original purchase price of the product in full. Additional costs, including but not limited to shipping fees, third-party payment processing fees, and handling charges, may apply and will be borne by the consumer unless otherwise specified below.
If the return is initiated for non-defective/non-error-related reasons (e.g., change of mind, accidental order), Tenniix may charge shipping fees for the return.
If the return is due to Tenniix's error (e.g., damaged/defective products, incorrect product shipped), Tenniix will fully cover return shipping fees. A prepaid return shipping label will be provided in such cases.
Original payment method refunds are required unless otherwise mutually agreed.
DEFECTIVE/DAMAGED/MIS-SHIPPED ITEMS
You are eligible for a partial/full refund or exchange if we shipped you a defective, damaged, or misshipped item. If you believe your item was damaged during shipping, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package.