TENONFORM · CUSTOMER CARE

Return, Exchange & Refund Policy

A clear and thoughtful approach to returns, exchanges, and refunds. Your satisfaction and confidence matter at every step.

Thoughtful service, from purchase to after-sales care

Thank you for choosing TENONFORM. We value every customer's shopping experience and are committed to providing clear, convenient, and fair after-sales support.

This policy applies to products purchased through the official TENONFORM online store. It explains our return eligibility requirements, exchange procedures, refund methods, return costs, and other related after-sales service guidelines.

Please review this policy carefully before making a purchase so you understand your rights and our procedures for returns, exchanges, and refunds.

Explore This Policy

1. Return Window
2. Return Eligibility
3. Exchange Policy
4. Return and Exchange Fees
5. Return Address & Warehouse
6. Return Request Process
7. Refund Policy
8. Refund Processing Time
9. Damaged or Defective Items
10. Additional Return Review
11. Order Cancellations
12. Additional Information
13. Contact Us
14. Policy Updates
15. Consumer Rights Protection

THE TENONFORM STANDARD

A More Considered After-Sales Experience.

Clear procedures, transparent costs, and dependable support throughout your return and refund journey.

01 / RETURN PERIOD

Return Window

TENONFORM accepts return requests within 14 days of the delivery date.

If you are not satisfied with your purchase, you may contact us within 14 days after your order has been delivered to submit a return request.

To qualify for a standard return, the following basic requirements must be met:

• The return request must be submitted within the 14-day return window.
• A valid order number must be provided.
• The product and relevant circumstances must be verifiable using the necessary information.
• The item must meet the applicable return eligibility requirements.

If you wish to return an item, please contact our customer service team within the specified timeframe. Do not send any products back before receiving confirmation and return instructions from our team.

For products with quality issues, shipping damage, incorrect items, or other circumstances that qualify for additional return rights under applicable law, we will review and handle the request based on the specific circumstances and legal requirements. Our standard return window will not be used to improperly restrict any statutory consumer rights.

02 / ELIGIBILITY

Return Eligibility

To help ensure a smooth return process, we recommend reviewing the following before submitting a request:

• The item was purchased through the official TENONFORM online store.
• The purchase and order details can be verified.
• The condition of the product, accessories, and packaging can be reasonably assessed.
• Necessary product photos or a description of the issue can be provided, where applicable.

For items that have been used, installed, assembled, or are subject to other special circumstances, we will review the request based on the actual condition of the product, the reason for the return, and applicable laws.

For products with quality defects or damage sustained during shipping, we will not unreasonably deny a customer's applicable after-sales rights solely because the item was opened for normal inspection.

03 / EXCHANGES

Exchange Policy

If you would like to exchange a purchased item, please contact us within 14 days after delivery.

Exchange requests may involve the following situations:

• The item received has a quality issue.
• The item received does not match the original order.
• The item was damaged during shipping.
• Components or accessories are missing, or another issue requires attention.
• The customer wishes to request an exchange under the applicable exchange conditions.

When submitting an exchange request, please provide:

• Order number.
• Product name.
• Reason for the exchange.
• Relevant product photos, if applicable.
• Details of the replacement item you would prefer, if applicable.

We will review the request based on product availability, order details, and the reason for the exchange before confirming the appropriate arrangement.

If the original product is unavailable or an exchange is not an appropriate solution, we will discuss other suitable options with you, including a refund where applicable.

04 / SERVICE COSTS

Return and Exchange Fees

TENONFORM does not charge customers return or exchange service fees for requests that qualify under this policy.

Please note the following:

• The return service fee for eligible requests is $0 USD.
• The exchange service fee for eligible requests is $0 USD.
• For verified cases involving product defects, incorrect shipments, or shipping damage, we will cover the applicable return or exchange handling costs in accordance with our policies and applicable laws.
• We will not charge undisclosed return or exchange service fees without reasonable explanation and an appropriate basis.

If any special order circumstances may involve additional costs, we will clearly explain them before proceeding and comply with applicable legal requirements.

05 / RETURN DESTINATION

Return Address and Warehouse Arrangements

Return arrangements are handled based on the warehouse location applicable to the customer's location.

The process works as follows:

1. Contact TENONFORM by email or phone to initiate your return or exchange request.
2. Provide your order number and your location within the United States.
3. We will identify the nearest suitable return warehouse based on your U.S. location and the requirements of your order.
4. After reviewing and confirming the return arrangements, our customer service team will send you the specific return address and necessary shipping instructions.
5. Once you receive the officially confirmed return address and instructions, you may arrange to send the item back accordingly.

Unauthorized returns may prevent your package from being properly identified, received, or processed and could result in additional shipping complications.

The official return instructions provided by TENONFORM's customer service team for your specific order will determine the correct return destination.

Please note that our regular business contact address is not automatically a designated return warehouse.

06 / STEP-BY-STEP PROCESS

Return Request Process

To make the after-sales experience as clear and convenient as possible, TENONFORM follows the return process outlined below.

07 / REFUND METHOD

Refund Policy

If your return request meets the applicable refund requirements, TENONFORM will issue the refund to the original payment method unless applicable law requires otherwise or another refund arrangement is lawfully agreed upon with the customer.

The refund process includes:

• Verifying the original order.
• Confirming return and refund eligibility.
• Reviewing the applicable refund amount.
• Submitting the refund for processing.
• Providing the customer with any necessary refund notifications.

The final refund amount will be determined based on the actual order details and applicable refund conditions.

For orders involving partial returns, the refund amount will be calculated based on the items returned and the amount eligible for a refund.

08 / REFUND TIMELINE

Refund Processing Time

For eligible orders where the refund has been approved and processed, our estimated refund timeframe is 5 business days.

Please keep the following in mind:

• Refunds will generally be issued to the original payment method.
• After we complete refund processing, the time it takes for the funds to appear in your account may depend on the payment service provider and the card-issuing bank.
• Weekends and bank holidays are generally not counted as business days.
• If you have not received your refund after the estimated timeframe, please contact us for assistance.

If applicable law requires a shorter refund processing period, we will comply with the relevant legal requirements.

09 / PRODUCT PROTECTION

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible.

We recommend providing the following information:

• Order number.
• Product name.
• A detailed description of the issue.
• Clear photos of the product and affected areas.
• Photos of the outer packaging, if applicable.

We will review the circumstances and work toward an appropriate resolution, which may include:

• Replacing the item.
• Sending missing components or accessories.
• Accepting a return and issuing a refund.
• Another mutually agreed solution that complies with applicable law.

For after-sales claims involving product defects, incorrect shipments, or shipping damage, we will fulfill our applicable responsibilities in accordance with the law.

10 / ADDITIONAL REVIEW

Situations Requiring Additional Return Review

To the extent permitted by applicable law, we may need to conduct additional reviews for return requests involving the following circumstances:

• The original purchase cannot be verified.
• The product shows clear signs of abnormal use or customer-caused damage.
• Important accessories or components are missing.
• The product has damage unrelated to its original sale.
• The return request falls outside the standard 14-day return window and does not involve circumstances requiring acceptance under applicable law.

These circumstances do not exclude or limit any statutory rights customers may have regarding returns, refunds, warranties, or other consumer protections.

Each request will be evaluated based on the specific circumstances and applicable legal requirements.

11 / ORDER MANAGEMENT

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible before the order enters the shipping or fulfillment process.

If your order has not yet entered the shipping process, we will review your cancellation request based on its current status.

If your order has already shipped, the cancellation request may need to be handled under our return policy.

If TENONFORM is unable to ship an order within the timeframe required by applicable law, we will provide the appropriate cancellation and refund options as required.

12 / IMPORTANT INFORMATION

Additional Refund and After-Sales Information

To ensure a fair and transparent return and refund process, please keep the following in mind:

• Customers should provide accurate and complete order information.
• Return destinations must be confirmed through official instructions from our customer service team.
• Products should not be sent to unapproved addresses.
• Product issues should be described clearly and supported with relevant evidence whenever possible.
• Refund decisions will be based on the actual order details and the results of our review.
• Nothing in this policy limits any consumer rights provided under applicable law.

13 / CUSTOMER SUPPORT

Contact Us

If you would like to request a return, exchange, or refund, or if you have any questions about this policy, please contact us using the information below.

14 / POLICY TRANSPARENCY

Policy Updates

TENONFORM reserves the right to update this policy as necessary to reflect changes in our business operations, after-sales procedures, or applicable legal requirements.

Any revised version of this policy will be published on this page.

Policy updates will not improperly take away rights that customers were legally entitled to at the time of purchase.

15 / YOUR RIGHTS

Consumer Rights Protection

TENONFORM is committed to complying with applicable U.S. consumer protection laws and regulations.

If any provision of this policy conflicts with mandatory requirements under applicable law, the applicable legal requirements will take precedence.

Thank you for choosing TENONFORM. We remain committed to providing clear, reliable, and convenient after-sales support.

Thoughtfully Made. Carefully Supported.

At TENONFORM, we believe a great shopping experience extends beyond the moment of purchase. Your confidence, satisfaction, and trust remain important to us.

TENONFORM

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