Return & Refund policy

This Return & Refund Policy applies to purchases made on tendorashop.shop, operated by Universal Nexus LLC under the store name Tendora Shop.

We want you to be satisfied with your purchase. If you wish to return an item, cancel an order, or report a problem with your purchase, please contact us using the details provided below.

This policy is intended to comply with applicable UK consumer protection laws. Nothing in this policy limits or excludes any statutory rights you may have.

Policy Overview

1. Your Statutory Right to Cancel

If you are a consumer purchasing goods from us online, you generally have a legal right to cancel your purchase within 14 calendar days after the day you, or someone you nominate, receives the goods, without providing a reason.

This statutory cancellation right is subject to certain legal exceptions.

If you wish to exercise your statutory cancellation right, please contact us clearly stating that you wish to cancel your order.

You may contact us by email at:

support@tendorashop.shop

You may also contact us by phone at:

+44 161 485 2468

After notifying us of your cancellation, you generally have a further 14 calendar days to return the goods to us.

2. Additional 30-Day Return Policy

In addition to your statutory cancellation rights, Tendora offers customers an additional return period of up to 30 calendar days from the date of delivery for eligible change-of-mind returns.

For returns made under this additional 30-day policy, items should be:

• New and unused
• Unworn
• Unwashed
• Free from stains, unusual odors, pet hair, or other damage
• Returned with original tags where applicable
• Returned with original packaging and accessories where reasonably possible

These conditions apply to our additional commercial return policy and do not restrict your statutory rights regarding faulty, defective, misdescribed, or otherwise non-conforming goods.

Customers are permitted to handle goods as reasonably necessary to determine their nature, characteristics, and functionality, similar to how they could inspect goods in a shop. Excessive handling that causes a reduction in value may affect the amount refunded where permitted by law.

3. Non-Returnable Items

Certain products may not qualify for change-of-mind cancellation where an applicable legal exception applies.

These may include:

• Personalized or custom-made goods;
• Goods made to the customer's specifications;
• Sealed goods that are not suitable for return for health or hygiene reasons once unsealed;
• Certain goods that are liable to deteriorate or expire quickly;
• Gift cards where applicable; and
• Products clearly identified before purchase as being subject to a statutory exception.

Any exclusion from the statutory cancellation right will only apply where permitted by applicable law.

Nothing in this section affects your rights where goods are faulty, defective, not as described, or otherwise fail to meet the requirements of applicable consumer law.

4. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, defective, incorrect, or does not match the description provided on our website, please contact us as soon as reasonably possible.

Email:

support@tendorashop.shop

Please provide:

• Your order number;
• The name of the affected item;
• A description of the problem; and
• Photos of the item, packaging, and shipping label where available.

If the problem cannot reasonably be demonstrated through photographs, please explain the issue in your message.

We may request additional information where reasonably necessary to assess the issue.

If an item is confirmed to be faulty, defective, damaged before delivery, or incorrectly supplied, Tendora will cover the reasonable return shipping costs where a return is required.

We will provide appropriate instructions or a prepaid return label where applicable.

Your statutory rights regarding faulty or defective goods are not affected by this policy. UK consumers have legal rights where goods are faulty, not as described, or do not do what they are supposed to do.

5. Return Shipping Costs

Statutory change-of-mind cancellation

If you exercise your statutory cancellation right, you are normally responsible for the direct cost of returning the goods, provided we informed you before the contract was made that you would be responsible for those costs.

If we failed to provide the required information about return costs, we may be responsible for those costs.

Additional 30-day return policy

For returns made under our additional 30-day commercial return policy, the customer is responsible for the cost of return shipping unless we agree otherwise.

We recommend using a tracked delivery service and keeping your proof of postage until your return has been processed.

Faulty, defective, damaged, or incorrect items

If the item is confirmed to be faulty, defective, damaged, or incorrectly supplied, Tendora will cover the reasonable return shipping cost where a return is required.

6. Refunds

When you exercise your statutory right to cancel, we will refund eligible payments in accordance with applicable UK law.

This generally includes:

• The purchase price of the returned goods; and
• The cost of the least expensive standard delivery option that you selected at checkout.

If you selected a more expensive delivery method, we are generally only required to refund the amount of the standard delivery option.

We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first, where permitted by law.

Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.

We do not charge restocking fees.

7. Refunds for Faulty, Defective, Damaged, or Incorrect Items

If your item is confirmed to be faulty, defective, damaged, or incorrectly supplied, we will provide the remedy required by applicable law.

Depending on the circumstances and your legal rights, this may include:

• A repair;
• A replacement;
• A refund; or
• Another appropriate remedy.

Where a refund is due, we will process it in accordance with applicable UK law.

We will not charge you a return fee for a confirmed faulty, defective, damaged, or incorrectly supplied item where the law requires us to cover the return cost.

8. How to Start a Return

Step 1 — Contact us

Email:

support@tendorashop.shop

or call:

+44 161 485 2468

Please provide your order number and explain whether you are:

• Exercising your statutory cancellation right;
• Using our additional 30-day return policy; or
• Reporting a damaged, defective, or incorrect item.

Step 2 — Receive return instructions

We will provide appropriate return instructions.

For statutory cancellations, you do not lose your legal cancellation right simply because you have not received a separate "return authorization."

Step 3 — Pack the item

Where reasonably possible, return the item securely with its original packaging, accessories, tags, and other materials.

Please remember that statutory cancellation rights allow you to handle goods as necessary to establish their nature, characteristics, and functioning.

Step 4 — Send the return

For a statutory cancellation, you should send the goods back without undue delay and generally within 14 calendar days after notifying us of your cancellation.

For returns under our additional 30-day commercial return policy, please follow the return instructions provided by our customer support team.

9. Return Address

Please obtain the appropriate return instructions before sending your package.

Tendora Returns
65 Granby Row
Manchester M1 7AP
United Kingdom

We recommend keeping your tracking information and proof of shipment until your return has been processed.

10. Inspection and Refund Processing

Returned goods may be inspected when received.

For statutory cancellations, where permitted by law, we may make a deduction from the refund if the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functioning and that handling has reduced their value.

We will process refunds within the time period required by applicable UK law.

For a statutory cancellation involving returned goods, we will generally issue the refund no later than 14 days after the day we receive the returned goods, or, where applicable, 14 days after you provide evidence that you have sent the goods back.

Your bank or payment provider may require additional time to post the refund to your account.

If you have received confirmation from us that your refund has been processed but cannot see the funds in your account, please contact your payment provider first.

11. Exchanges

We do not currently offer direct exchanges.

If you require a different size, colour, or product, you may return the original item where eligible and place a new order.

New orders are subject to current pricing and product availability.

12. Your Consumer Rights

This Return & Refund Policy does not exclude, restrict, or limit any rights or remedies available to you under applicable UK consumer protection law.

Nothing in this policy affects your statutory rights relating to goods that are:

• Faulty;
• Defective;
• Not as described;
• Not fit for purpose; or
• Otherwise not in conformity with the contract.

UK consumer law provides protections for customers purchasing goods online, including statutory cancellation rights for qualifying distance contracts.

13. Contact Information

Store Name: Tendora Shop

Legal Business Name: Universal Nexus LLC

Website: tendorashop.shop

Customer Support Email: support@tendorashop.shop

Customer Support Phone: +44 161 485 2468

Customer Support Hours: Monday–Friday, 9:00 AM–5:00 PM UK time, excluding UK public holidays.

Return Address:
Tendora Returns
65 Granby Row
Manchester M1 7AP
United Kingdom