When Your Order Arrives
After you receive your merchandise, please be sure to open all boxes and check the contents immediately for defects or inaccuracies as Tensator must be notified of any damage, shortages or other order problems within 24 hours of receipt of products.  Failure to do so may jeopardise your right to a refund.

What is your return policy?
While we try our best to ensure that every order received is completely satisfactory, we understand it is sometimes necessary to return an item(s).  Before returning any item, please contact Sales Support on +44 (0) 1908 684600 to obtain a Concern Reference Number along with instructions on how and where to return the product.

General Returns Procedure
Before returning any item, please contact Sales Support on +44 (0) 1908 684600 to obtain a Concern Reference Number along with instructions on how and where to return the product.
We reserve the right not to accept merchandise returned after 30 days of the issuance of a Concern Reference Number.  Tensator will not accept items returned without a Concern Reference Number.

Products Damaged During Shipment
If the packaging appears damaged on the outside, please refuse to accept it from the carrier or make a notation on the proof of delivery slip that the items are damaged.  If you do accept a damaged shipment you must inform us immediately as claims for damaged goods must be presented to the carrier within 24 hours of receipt.
Tensator will not be responsible for visible shipment damage not reported to us within 24 hours of receipt. If the packaging appears undamaged but there is "hidden damage" to the products inside the packaging, contact Tensator Sales Support within 24 hours of receipt.  We cannot accept "hidden damage" claims after this period as we are unable to pass on claims to the carrier after this time.

Defective or Incorrect Products
We will only accept a return if a Concern Reference Number has been issued and the product is returned in the original Tensator Products packaging or adequate/protective packaging.  The products must be brand new (never used) in perfect condition and contain all the contents shipped in the original order.  Any item(s) returned used and/or damaged not having been reported as such upon the Concern Reference Number issuance will not be eligible for a refund.
Special product orders or custom items may only be returned if defective, damaged, or incorrectly processed by Tensator.  Customer ordering errors for custom items are not eligible for a refund.

Summary of Non-Returnable Items:

• Custom items incorrectly ordered by customer
• Items that have been installed
• Items that are not brand new and/or where contents that were shipped in the original order are missing
• Items not adequately packaged

Incorrectly Ordered Products/Restocking Fee Policy
From time to time it may be necessary to return an item that was incorrectly ordered (except custom items). If you wish to do this, please obtain a Concern Reference Number and instructions as to how to return the merchandise from our Customer Service Team.

Incorrectly ordered products or general merchandise returned within 30 days of invoice date are subject to a 25% restocking fee plus the cost of freight for inbound and outbound shipping regardless of whether or not a reorder is placed.  This deduction will be made from your refund automatically.

Please note that items returned after 30 days from the invoice date are subject to a higher restocking fee or may not be returnable at all.

There is substantial cost in processing orders and shipping products. There is also cost in returning products, issuing the Concern Reference Number, restocking returned merchandise, paperwork processing etc.  *For this reason, we adhere strictly to our Returns and Restocking Fee Policy.

Only merchandise containing a standard Tensator Concern Reference Number will be accepted for return processing.

*Tensator reserves the right to modify this policy without notice.