Terms & Conditions
1. Our Return Window
We happily accept returns and exchanges within 2 days of your order delivery date.
2. Eligibility for Return or Exchange
To be eligible, all returned items must meet the following conditions:
Original Condition: Items must be unworn, unwashed, and in their original state.
Original Tags: All original product tags must be attached to the garment.
Packaging: Items should be returned in their original packaging, if possible.
Non-Final Sale: The item must not be marked as Final Sale.
Proof of Purchase: You must include a copy of the original receipt or packing slip, or your order number.
Items Not Eligible for Return or Exchange (Final Sale):
For hygiene and safety reasons, or due to their nature, the following items are considered Final Sale and cannot be returned or exchanged unless they are faulty:
Undergarments (e.g., socks, underwear)
Swimwear (if the protective hygiene strip has been removed)
Items marked as "Final Sale" or "Clearance" on the product page or at checkout.
3. Return Options
You have two options for your return:
A. Exchange for Size or Color (Recommended)
If you need a different size or color of the same item, we offer paid return shipping for exchanges. We will ship the replacement item to you at the cost once the original item is received and inspected.
B. Refund
You can request a full refund to your original payment method.
Return Shipping: The customer is responsible for the return shipping costs for a refund, unless the return is due to a faulty item or an error on our part. For that the delivery charge will be provided by the client.
Deductions: The original shipping fees are non-refundable.
4. How to Initiate a Return or Exchange
To start your return or exchange, please follow these simple steps:
Contact Us: Email our Customer Care team at tenzenbd@gmail.com or send message to our official facebook or whatsapp number within 2 -day window.
Provide Details: Include your Order Number, the item(s) you wish to return, and the reason for the return (e.g., wrong size, faulty item).
Receive Instructions: Our team will provide you with a Return Authorization Number (RMA) and detailed shipping instructions, including a return shipping label (if eligible).
Ship Back: Securely package your item(s) and mail them using the provided instructions. We recommend using a trackable shipping service. Tenzen is not responsible for returns lost in transit.
5. Processing Time
Once your return is received and inspected by our team:
Exchanges: Your new item will be shipped out within 3-5 business days of receiving the original item.
Refunds: Your refund will be processed and a credit will automatically be applied to your original method of payment within 7-10 business days. Processing times may vary depending on your bank or credit card company.
6. Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us immediately within 48 hours of delivery at +880 1601-622105. We will cover all shipping costs to replace the item or issue a full refund.