Refund policy
We proudly stand behind the quality of The Tentas™️ and place our customer's satisfaction and happiness at the center of our business. We want you to have complete peace of mind when you choose to shop with us. We understand that ordering online can be daunting and we want to make sure you know we are here to help from start to finish. We hope you love your items as much as we do but understand that in some cases you may need to contact us to organize a return and we are here to make this as easy as possible for you.
ORDER CANCELLATION
The customer can cancel the order free of charge within 12 hours from the time of placing the order and receive a refund. Please note that the additional payment for priority processing and order insurance will not be refunded. After this time, the order is being processed and cannot be canceled. If you need to cancel the order for any reason, please contact us immediately at support@thetentas.com.
RETURNS
Try our products completely risk-free. If you're not 100% satisfied within 14 days of delivery of our product, contact us to arrange a return.
To initiate your return, please email us at support@thetentas.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return, your item must be purchased through our online store. Also item must be unused and in the same condition that you received it, unworn, with tags, and in its original packaging. You’ll also need proof of purchase.
Please note that we cannot process exchanges/returns or refunds after 14 days from delivery, so please contact us as soon as possible.
REFUNDS (IF APPLICABLE)
Once your return is received, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please note that under no circumstances can we refund onto another credit/debit card for security reasons.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet contact your credit card company, it may take some time before your refund is officially posted. Be aware that there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@thetentas.com.
EXCHANGES (IF APPLICABLE)
Please note that we cannot process exchanges/replacements after 14 days days from the date of receipt of the item, so please contact us as soon as possible. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
RETURN / REFUND SHIPPING COSTS
All refunds are processed for the full amount paid for the item ordered however please note that the shipping and handling costs are non-refundable.
Also, please note that you are responsible for the cost of shipping your item back to us.
DAMAGED/FAULTY ITEMS
If the unlikely event that your item has arrived to you in an unsatisfactory condition or is damaged upon arrival we will fix the problem right away. In order to process this, you will be required to provide us with photos or videos of the issue to us via our Support Desk.
Each case is different and depending on the circumstances and the severity of the damage we may offer a replacement order/exchange, a full refund, or another suitable solution. The final decision will be at the discretion of the Management Team.
Please also note that on occasion there may be slight color/shade disparity between the colors of our items on different platforms e.g. mobile/tablet due to tint and contrast difference, and we aim to accurately demonstrate all of our products on our website as clearly as we can.
EXCEPTIONS / NON-RETURNABLE ITEMS
Sleeping bags and liners are considered personal items, like bedding, and used products are not returnable for reasons including cleanliness and hygiene. Products purchased using a promotional code are not eligible for exchange or return. Also, certain types of items cannot be returned, like custom products (such as special orders or personalized items).
ADDRESS ERRORS
Please make sure to double-check your address when you are entering your details on our contact information page. If you have entered the wrong address, moved, or need to change a product size/color/style after your order has been shipped and you have received your shipping confirmation we will be unlikely to be able to accommodate you nor offer you a refund. Please contact us ASAP if you notice a mistake or error, so we can contact the warehouse.
MARKED AS DELIVERED
If an item is marked as successfully delivered by the domestic postal service in your country (e.g. USPS/Canada Post etc.) to the correct address provided upon ordering but has not successfully arrived you must contact the local post office and bring for us formal affidavit of a lost, stolen package or undelivered package. After that, we will endeavour to resend a replacement order to you.
This is left to the discretion of The Tentas™️, however, in this specific scenario, we cannot issue a refund.
Please contact us ASAP so we can help at support@thetentas.com. Each case is different so be sure to include all relevant information when contacting us.
DELAYED ORDERS
Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping information page.
Unfortunately, delays can occasionally occur. We understand that this might be disappointing, but we cannot cancel/refund/initiate a re-shipment for orders that are traceable and still in transit. However, on occasion items do indeed get lost or experience prolonged delays, and we are 100% committed to resolving this issue in each specific case.
Each case is different so you have any concerns whatsoever with your order/the tracking number assigned to your order and wish to receive further information on any of the above please do not hesitate to contact us at support@thetentas.com.