Thank you for choosing tenerella. We strive to offer quality beauty products and a reliable shopping experience. Your satisfaction matters to us, and our customer service team is available to assist you if you encounter any problems with your purchase.

For questions about returns, refunds, or product-related concerns, please reach out to us at support@tenerella.com. To help us review your request efficiently, please provide your Order Number and the email address associated with your purchase.

1. General Return Policy

Due to the nature of beauty and personal care products, orders placed through tenerella are generally considered final once the purchase has been completed, except where otherwise required by applicable consumer protection laws.

We typically do not accept returns or exchanges for reasons such as a change of mind, incorrect product selection, personal preference, or unwanted items.

However, we may consider return or refund requests under the following circumstances:

• Your product arrives damaged during delivery.
• The item contains a confirmed manufacturing defect.
• You receive a product that differs from what you originally ordered due to a fulfillment mistake.

2. Damaged, Defective, or Incorrect Products

At tenerella, we aim to ensure that our beauty products are properly prepared and packaged before dispatch. If an item arrives damaged, defective, or incorrect, please inform our customer support team promptly.

We request that customers report these issues within 7 days of the confirmed delivery date.

Please email support@tenerella.com and include:

• Your Order Number
• Email Address Used at Checkout
• A Description of the Problem
• Clear Photos or Videos Showing the Damaged, Defective, or Incorrect Product

After receiving your information, our team will assess the situation and determine the most suitable resolution.

Depending on the findings, available solutions may include:

• Sending a replacement item
• Issuing a partial refund
• Providing a full refund

Each request will be evaluated based on the specific circumstances and applicable consumer rights.

3. Refund Processing

Once a refund has been approved, we will issue the refund to the original payment method used for the transaction.

Refunds generally take approximately 7–12 business days to appear in your account after processing.

Please note that the actual time may differ depending on the processing procedures of your bank, credit card company, or payment service provider.

4. Product Replacement Policy

tenerella does not generally offer exchanges for alternative shades, colors, product styles, or other variations based solely on personal preference.

Replacements may be arranged when a claim has been reviewed and approved due to shipping damage, a verified product defect, or an incorrect item being delivered.

Replacement requests are subject to product availability. If the original item is unavailable, our team will discuss an appropriate alternative resolution.

5. Return Authorization

Please contact our customer service team before sending any products back.

If returning an item is necessary, we will provide the relevant instructions and return details once your request has been reviewed.

Products sent back without prior authorization may not be accepted or eligible for a refund or replacement, except where applicable law provides otherwise.

For hygiene and safety reasons, certain opened or used beauty products may be ineligible for discretionary returns.

6. Contact Us for Assistance

If you have any questions about this Return Policy, refund eligibility, or an issue with your order, please contact our customer support team.

At tenerella, we are committed to handling eligible concerns responsibly and providing helpful after-sales assistance to ensure a positive customer experience.

Brand Name: tenerella

Company Name: CHENZHISHAN INC

Email: support@tenerella.com

Customer Service Phone: +1 404-944-9716

Business Address: 1036 Ogden St 
Denver CO 80218
US