Refund and Returns Policy

Tenko Returns & Refunds Policy

Last updated: 14/12/2025

This Returns & Refunds Policy forms part of the Tenko Terms of Use and applies to all purchases made through the Tenko website (“Website”).

1. General Policy

All products sold on Tenko are made-to-order and fulfilled by independent vendors.
As such, Tenko does not accept returns or provide refunds for change of mind, including but not limited to:

  • Incorrect size selection
  • Colour or design preferences
  • Ordering the wrong product

By placing an order on the Website, you acknowledge and agree to this policy.

2. Defective, Incorrect, or Missing Items

Notwithstanding Section 1, Tenko will provide a refund or replacement in accordance with the Consumer Protection (Fair Trading) Act (CPFTA) if the product:

  • Is defective or damaged upon arrival
  • Is materially different from the description or images on the product page
  • Is incorrect (wrong item delivered)
  • Was not delivered

3. Reporting an Issue

To request a refund or replacement, customers must contact Tenko within 7 days of receiving the product (or expected delivery date if not delivered) and provide:

  • Order number
  • Clear photographs of the item and packaging (if applicable)
  • A description of the issue

Failure to notify Tenko within this timeframe may result in the claim being rejected.

4. Resolution Process

Upon review of the claim, Tenko may, at its discretion:

  • Arrange for a replacement item to be sent
  • Issue a refund to the original payment method
  • Provide store credit

Tenko reserves the right to reject claims that do not meet the criteria in this Policy.

5. Non-Returnable Items

Due to hygiene and production considerations, customised and print-on-demand products are non-returnable, except where required by law as stated in Section 2.

6. Vendor Fulfilment

Tenko works with independent vendors to fulfil orders. While vendors may assist in resolving fulfilment issues, Tenko remains the primary point of contact for customers and will manage refunds and replacements in accordance with this Policy.

7. Abuse of Policy

Tenko reserves the right to refuse refunds or replacements where we reasonably believe there has been abuse of this Policy, including fraudulent claims or repeated unreasonable requests.

8. Changes to This Policy

Tenko may update this Returns & Refunds Policy from time to time. The latest version will be published on the Website. Continued use of the Website constitutes acceptance of the updated Policy.

9. Contact Us

For refund or return enquiries, please contact: support@tenkoclothing.com