Returns and Refunds

At Tengasports , we take customer satisfaction very seriously. Please be assured that we take extra care to ensure that all our customers receive their items on time, and we will do our best to ensure that your order reaches your address promptly. Please understand that while we take every effort to minimize delays, sometimes factors beyond our control (i.e., peak seasons, delivery strikes) may affect delivery times.

All our customers are protected by our buyer protection and refund policy when you make a purchase through us. If you do not receive your item by the stipulated timeframe in our Refund Policy, we will make a full refund for your purchase.

REFUNDS FOR NON-DELIVERY OF ITEMS

1.1 For items going to USA (except HI, AK, GU, PR), Canada, Australia, New Zealand, UK, Germany, France, Italy, Ireland, Spain, and Poland, we will issue you a full refund if:

(a) You have not received your item 45 days after the order date*; and

(b) The tracking for your items shows that the item has not been delivered to your address.

1.2 For items going to all other countries and areas except those mentioned in Clause 1.1, we will issue you a full refund if:

(a) You have not received your item 90 days after the order date; and

(b) The tracking for your items shows that the item has not been delivered to your address.

1.3 We will process refunds within 3-4 days after evaluating your request. Please note that it may take between 5 – 10 days for the refund to appear on your card statement.

Customer is responsible for entering the correct address at checkout and any additional costs that arise out of incorrect address entry. We do not provide refunds if the wrong address was entered.

REFUNDS OF ITEMS SIGNIFICANTLY NOT AS DESCRIBED

1.4 In very rare instances where your item arrives badly damaged or significantly not as described, our customer support team will request further information before being able to initiate a refund. This includes photos, pictures, screenshots, product descriptions and other material that we can use to verify that the item has arrived damaged or is significantly not as described.

1.5 Our customer service and evaluation teams may, in their sole discretion, take the following course of action:

(a) Provide a full refund if the item arrives badly damaged or is significantly not as described;

(b) Provide a partial refund if the item is partially damaged during shipment or is not as described; or

(c) Provide no refund.

Please note that we take an objective view when evaluating customer complaints, and our customer evaluation teams reserve the right to make a final decision on the refund amount in accordance with Clause 1.5 of the refund policy. Please understand that we take extra care to ensure that you receive quality items, and we have a stringent process in place to ensure quality checks.

1.6 You agree that a decision made by our customer service and evaluation teams under the Refund Policy shall be final and binding.

1.7 We do not accept returns for items simply because the customer no longer wants the item after receiving it. Items that conform to their description do not qualify to be returned or refunded under this policy.

LIMITATION ON LIABILITY

1.8 In making a purchase from us, you agree that our total liability to you under any circumstances, shall not exceed the amount paid (inclusive of shipping) for your item.

REFUNDS FOR ORDER CANCELLATIONS

1.9 Except as determined under Clause 1.1 to 1.5 of this Refund Policy, order cancellations after an item has been paid are strictly non-refundable. Our buyer protection policy only applies to items not received or not as described as defined under the Refund Policy, and does not apply to order cancellation requests. If you are not sure about any details of any item on our store, please contact customer service teams to clarify before purchasing as order cancellations are non-refundable.

REFUNDS / EXCHANGES FOR SHOE SIZES

2.0 We ship items according to the size chart for each individual shoe item as displayed on the product page. Please understand that it is your responsibility to check the size chart and ensure that you are satisfied with the shoe size before placing an order, as we do not accept returns or refunds if your shoe item does not fit your choice of size. If you have any queries about shoe sizes or how to measure your size according to the size chart, please contact our customer service teams first before making a purchase.

2.1 Notwithstanding Clause 1.9, we may issue a refund (in part or in full) if you received a shoe item that differs significantly from the size that you ordered as described in the size chart.

REFUNDS FOR LOST OR STOLEN ITEMS

2.2 Tengasports accepts no responsibility for lost or stolen items that have been confirmed as successfully delivered by the courier. We do not reimburse or replace orders that have been confirmed as delivered by the courier and are reported lost or stolen. Tengasports may at its sole discretion, provide an affidavit in case a replacement is needed.

If you need any help with your order, feel free to contact us.