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Returns & Warranties

Return and Refund Policy: Your Confidence, Our Assurance

 

At TEN2, we prioritize your satisfaction with every purchase. We want you to shop with confidence, knowing that our products are crafted with precision and care. Here's an overview of our return and refund policy to ensure a seamless shopping experience.

 

1. A Thoughtful Decision: We encourage you to take your time when making your selection, as we do not offer refunds, exchanges, or returns for change of mind. This policy applies to all orders, including those that have not been shipped. Please keep in mind that all product images are for illustrative purposes only.

 

2. Transparency in Design: We make every effort to be transparent about the colors, finishes, and textures of our products. Therefore, refunds or returns based on disputes related to these elements are not accepted.

 

3. Administrative Consideration: In cases where a refund or exchange is agreed upon by TEN2, please note that there may be an administrative or handling fee involved. Additionally, delivery charges and return costs are not credited to the customer. If a product has been shipped, even if it has not reached its destination, shipping costs are non-refundable. For orders with free shipping, the incurred shipping costs will be deducted from the final credit.

 

4. Pristine Returns: All returned items must be in their original packaging and in a condition that allows us to resell the product. We cannot accept returns if the original packaging is ripped, damaged, or discarded. We reserve the right to refuse returns in cases where damage is attributed to fair wear and tear, misuse, failure to follow the manufacturer's instructions, or a lack of reasonable care.

 

5. Credit Process: Upon receiving the returned goods, we will conduct an inspection, and a credit will be processed within 7 working days. To initiate a product return, please email us at info@ten2.com.au.

 

6. Timebound Validity: Returns, exchanges, and refunds are considered void 60 days from the purchase date if the product remains uncollected or if the customer delays the delivery date, provided that the product is in stock and/or available for pickup or delivery.

 

7. Discount Policies: Our discount policies are subject to our discretion. While we strive to provide accurate information about our discounts, errors may occur. We cannot guarantee the availability or accuracy of discounts offered. Discounts are the responsibility of the customer to ensure they are applied at the time of purchase. We are not liable for honoring discounts 24 hours after a purchase.

 

8. Special and Custom Orders: Special and custom orders are produced to your specifications and cannot be returned, canceled, or changed. Payment for special orders is required in full and cannot be refunded. Once delivered, special order returns or exchanges for reasons such as custom preference or change of mind cannot be accepted. Shipping and freight charges are non-refundable and the customer's responsibility.

 

9. Warehouse Collection: Items collected from our warehouse must be inspected by the recipient upon pickup and signed for as received in the collected condition. Collecting an item from our warehouse immediately voids any warranty or guarantee. We cannot be held liable for any damages or defects incurred after the item leaves our warehouse.

 

10. Floor Model Purchases: Items purchased off the floor at a reduced sale price are sold "as is" with no warranty, refunds, or returns. We recommend thorough inspection before picking up floor models, as we do not offer returns, refunds, or credits for such items. We are not responsible for damages occurring during or after pickup by parties other than our preferred logistics partner.

 

At TEN2, we aim for transparency, quality, and customer satisfaction. If you have any questions or need assistance with our policies, please don't hesitate to contact our customer service team. Your shopping experience is our top priority.