Refund policy

30-Day No Questions Asked Return

You can return any product within 30 days of purchase for a full refund, as long as the product is undamaged. This policy does not apply to business purchases or bulk orders, defined as orders of more than 10 products.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at jessica@tenveo.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at jessica@tenveo.com.

Cancel Order
1. To cancel an order, email us at jessica@tenveo.com.
2. You may cancel your order within 30 minutes of placing it. If the order is canceled before it is shipped, no fees will be charged.
3. If the order has already been shipped, it cannot be canceled, or the buyer will be responsible for return shipping costs.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Return or Exchange

If you are not satisfied with your purchase from official channels, you can return it for an exchange or refund within 30 days of receiving the product. Refunds or exchanges will not be provided for purchases made more than 30 days ago. For product quality issues, you can choose a full refund or a one-time free replacement within 30 days of receiving the product.

Return method

Please contact us by email to send us a return request. Please tell us your order number and the reason for the return. It is best to attach pictures or videos as proof so that we can exchange the product or make a refund.
We will respond to your return request within 24 hours.
We will send you a return address (provided your return complies with our Return Policy)
Return Method: Send By Mail
Once your product is shipped back to our return address, please send the correct tracking number to jessica@tenveo.com.
We will process your refund within 10 business days once we received your return product.

Note:

If the return is due to the consumer's reasons, the consumer will be responsible for the return or exchange shipping costs, the specific costs will depend on the courier company you choose.
If the goods received are damaged or the wrong products are received due to our reasons, consumers do not need to bear the return shipping costs.

Return or Exchange Shipping Fees

If the return or exchange is due to a product quality issue, Tenveo will cover all shipping costs. If the return or exchange is due to non-quality issues, you will be responsible for the shipping charges. Please contact us at hello@sodi.design for specific fees and addresses.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at jessica@tenveo.com.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.