Refund policy

Returns and Complaints

Goods ordered through the online store may be returned, in their original, unopened and undamaged packaging, only in the following cases:

• If the goods are visibly defective, the complaint must be sent to info@tenaci.ch, together with photographs clearly showing the defect, within 7 days of receipt.
• For defects that are not immediately apparent, the complaint must be submitted immediately after the defect is discovered.

If Tenaci SA confirms the existence of the defect, the customer may return the goods and receive either a replacement delivery or a refund of the corresponding amount. Returns are not accepted for goods that are no longer in their original packaging or whose packaging has been opened.

Tenaci SA will cover the return shipping costs only in the following cases:

• the customer received an item different from the one ordered;
• the customer received a defective item.

Refunds will be issued using the same payment method used for the order, up to the amount of the purchase price.

Inspection Upon Delivery

Upon receiving the products, the customer is required to check that:

• the number of packages delivered corresponds to the number indicated on the shipping document;
• the packaging is intact, undamaged, and has not been tampered with, including the sealing materials.

Any damage to the packaging or discrepancies must be reported immediately to Swiss Post and also communicated to Tenaci SA. In the event of transport damage or non-delivery of goods that have been properly shipped, the customer must contact Swiss Post directly and promptly report the incident to Tenaci SA as well.