Returns & Exchanges

 

1. Can I return my product?
We’re bummed if you’re not 100% satisfied with the items you received, and we gladly accept returns within 30 days of receipt for most items in new condition. Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice. Generally, customers should be responsible for the cost of any returning items.


2. How do I return?
  • Get in touch with our customer service representative by sending us a ticket in your account. Indicate which item(s) you would like to return and the reason for your return.
  • Place the item(s) in the original packing and seal the parcel securely.
  • Drop off your package at the local post office and provide a valid tracking number or tracking link within 48 hours after you send your parcel.
  • Once we receive your package, we will promptly process an exchange or issue a refund to your account in accordance with our return conditions.


3. Return Conditions
  • You have 30 days to decide if an item is right for you, if not, you can certainly come to us within 30 days of receipt.
  • Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed, or altered in any way.
  • We do not accept returned items that were sent back by you directly without checking with us first.
  • We do not accept packages returned by the C.O.D. service. Return shipping charges are non-refundable.
  • We do not accept returned items that are for sale. ALL SALES ARE FINAL. FINAL SALE: All clearance or discounted items are FINAL SALE and are not eligible for return or exchange.


4. What is the return address?
To request a return, please submit a ticket through your account. Our customer service representative will get back to you within 24 hours.

Damaged or Defective Items
All bags purchased on thetenera.com come with a 7-day warranty.

To file a claim:

  1. Email contact@tenera.com with your order number and photos showing:

    • Front, back, sides, base, and interior of the item.

  2. For items damaged in transit or with defects found within 3 days of delivery:

    • We’ll repair the item at no cost or replace it if unfixable.

Warranty Exclusions:
Damage caused by accidents, fire, floods, cleaning chemicals, sharp objects, stains, pet damage, misuse, normal wear and tear, or unauthorized repairs.