Refund policy

At Tenveo, we want you to have a positive shopping experience. This Return Policy explains our policies regarding order cancellations, returns, exchanges, and refunds.

Order Processing

Orders are normally processed within 1–2 business days after the order is placed and payment has been successfully received.

Once your order has been processed and shipped, we will send a shipping confirmation email with tracking information, where available.

Please note that processing times may vary depending on the product, order volume, or other circumstances.

Order Cancellation

Customers may request to cancel an order within 12 hours after placing the order, provided that the order has not been shipped or produced.

If a customer submits a cancellation request within 12 hours after placing the order and before the order is shipped or production has started, the order can be cancelled and the customer will receive a full refund.

We cannot guarantee cancellation requests submitted after the 12-hour cancellation period. In addition, once the product has been shipped or production of a custom-order or personalized product has started, the order can no longer be cancelled.

To request an order cancellation, please contact our Customer Service as soon as possible at:

Email: jessica@tenveo.com

Please include your order number and clearly state that you would like to cancel your order.

Returns

We accept returns for eligible products.

Customers have the right to request a return within 30 days after delivery of the product.

To be eligible for a return, the product must:

Be unused and in the same condition as when you received it;

Be returned in its original packaging;

Include all original accessories and materials, where applicable;

Include a receipt, order number, or other valid proof of purchase.

Products that have been used, damaged, modified, or returned without the required accessories or original packaging may not be eligible for a return.

Please contact our Customer Service before sending any product back to obtain the correct return instructions.

Customer Service Email: marketing@tenveo.com

How to Return an Item

To initiate a return, please follow these steps:

Step 1: Contact Us

Contact jessica@tenveo.com within 30 days after delivery and provide:

Your order number;

Your name;

The product name;

The reason for the return;

Photos or videos of the product, if applicable.

Step 2: Receive Return Instructions

Our Customer Service team will review your request and, if your return is eligible, provide you with the return instructions.

Step 3: Prepare Your Package

Please securely pack the product to prevent damage during transit. Where possible, please use the original packaging.

Please include the following information inside the package:

Order number;

Customer name;

Reason for return.

This information helps us identify your order and process your return efficiently.

Step 4: Ship the Package

Send the package according to the return instructions provided by our Customer Service team.

Please keep your shipping receipt and tracking information until your return has been fully processed.

Return Address

Please contact our Customer Service before returning any product to confirm the correct return address.

Customer Service Email: jessica@tenveo.com

Return Address:

US001-TBH2026071401

Reefine21

Dock95-20024

85th Ave S

Kent, WA 98031

United States 

Please do not send a product to any return address without first contacting us and receiving return instructions.

Return Shipping Fees

If the return is caused by the consumer, including a change of mind or ordering the wrong product, the consumer is responsible for the return shipping costs.

The specific shipping fee will depend on the shipping method and courier service chosen by the consumer.

If the return is due to Tenveo's error, including if:

The product received is damaged;

The product received is defective; or

The product received is incorrect,

the consumer will not be required to pay the return shipping costs.

Please contact jessica@tenveo.com and provide your order number and relevant photos or videos so that we can review the issue and provide an appropriate solution.

Exchanges

We accept exchange requests for eligible products within 14 days after delivery.

The product must meet the same eligibility requirements described in the Returns section of this policy.

Please contact jessica@tenveo.com before sending the product back. Our Customer Service team will provide instructions regarding the exchange.

If the requested replacement product is unavailable, we may provide a refund or another appropriate solution.

Custom-Order or Personalized Products

Custom-order or personalized products that are made specifically according to the customer's individual requirements are not eligible for the standard 14-day return or refund right, except where required by applicable law.

If a custom-order or personalized product arrives damaged, defective, or incorrect due to an error on our part, please contact us at jessica@tenveo.com as soon as possible so that we can review the issue and provide an appropriate solution.

Refunds

Once your returned product is received and inspected, we will notify you by email that we have received your return.

We will also notify you whether your refund has been approved or rejected.

If your refund is approved, Tenveo will process the refund within 5–7 business days after approval.

The refund will be issued to the original payment method used to place the order.

After we process the refund, it may take an additional 5–10 business days for the funds to appear in your account, depending on your bank, credit card company, payment provider, or other financial institution.

Refunds for Cancelled Orders

If your cancellation request is submitted within 12 hours after placing the order, and the order has not yet been shipped or produced, we will cancel the order and issue a full refund.

The refund will be issued to the original payment method used to place the order.

Tenveo will process the refund within 5–7 business days after the cancellation has been confirmed. After the refund is processed, it may take an additional 5–10 business days for the funds to appear in your account, depending on your payment provider or financial institution.

Late or Missing Refunds

If you have not received your refund after the applicable processing period, please first check your bank account again.

You should then contact your credit card company or payment provider, as it may take some time before the refund is officially posted.

Next, contact your bank, as there may be additional processing time before the refund appears in your account.

If you have completed these steps and still have not received your refund, please contact us at:

jessica@tenveo.com

Please include your order number and relevant refund information so that we can assist you.

Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery.

If you receive a product that is damaged, defective, or incorrect, please contact us at jessica@tenveo.com as soon as possible.

Please provide:

Your order number;

A description of the problem;

Photos or videos showing the product and the issue;

Photos of the shipping package, if applicable.

We will review your request and, where appropriate, provide a replacement, refund, or another suitable solution.

If the issue is caused by Tenveo, you will not be required to pay the return shipping costs.

Contact Us

If you have any questions regarding order cancellations, returns, exchanges, or refunds, please contact our Customer Service team:

Email: jessica@tenveo.com

Please contact us before sending any returned product so that we can provide the appropriate return instructions.