Refund policy

RETURN POLICY

Right of Withdrawal

The customer has the right to withdraw from the contract without giving any reason within 14 days from the day of receiving the Goods, in accordance with applicable European Union laws.

To exercise the right of withdrawal, the customer should inform us of their decision by contacting us via e-mail at: contact@tengura-store.com

Return Conditions

The returned Goods should be:

  • in an unused condition, with no signs of wear or use beyond normal product inspection,

  • complete with all elements that were delivered with the product (e.g. tags, if included),

  • packed if possible in the original packaging.

A proof of purchase is required for returns, such as an order number, e-mail confirmation, or receipt.

Return Address

Returns should be sent to the following address:

AETERNITAS VISION Sp. z o.o.
ul. Gustawa Ehrenberga 36
31-309 Kraków
Poland

Goods sent without prior return notification may not be accepted.

Return Procedure

After receiving the return request, we will inform the customer of the next steps.

If the return is accepted, the customer will receive instructions on how to send the Goods back.
If a return label is provided, we will inform the customer whether it is free of charge or whether its cost will be deducted from the refund amount.

Return Costs

The cost of returning the Goods is borne by the customer, unless we explicitly inform otherwise in individual correspondence.

Damaged or Incorrect Items

Upon receiving the shipment, the customer should inspect the Goods and contact us immediately in case of:

  • receiving a defective or damaged product,

  • receiving an incorrect product.

This will allow us to quickly assess the situation and propose an appropriate solution.

Exceptions to the Right of Return

The right of withdrawal does not apply to certain categories of Goods, in accordance with applicable laws, in particular:

  • Goods made to the customer’s individual order or personalized,

  • Goods which, after delivery, have been unsealed and cannot be returned for hygiene reasons,

  • Goods that deteriorate quickly or have a short shelf life,

  • Gift cards.

Products purchased on promotion or sale are subject to returns under general terms, provided they do not fall into the above categories.

Exchanges

We do not offer direct exchanges of Goods.
To receive a different product, the customer must return the original item and place a new order after the return has been accepted.

Refunds

After receiving and inspecting the returned Goods, we will inform the customer of the refund decision.

If the return is approved, the funds will be refunded using the same payment method used for the order, within a maximum of 10 business days from the approval of the return.

Please note that the time required for the refund to be credited may depend on the bank or payment provider.

If more than 14 business days have passed since the return was approved, please contact us at: contact@tengura-store.com