Return and Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your commercial equipment to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, in its original condition, and strictly securely packed in its original wooden crate or heavy-duty packaging. You’ll also need the receipt or proof of purchase.
How to Start a Return
To start a return, you can contact us at: info@tenshine.shop. Please note that all authorized returns must be sent to our designated manufacturing & fulfillment center at the following address: 【Return Address: No. 3, 28 Beiyuan Road Suzhou, Jiangsu Province, China】
If your return is accepted, we will send you detailed instructions on how and where to send your package. Please note: Buyers are responsible for all return shipping costs unless the return is a result of our error (e.g., you received an incorrect or defective item). Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at: info@tenshine.shop.
Pre-Shipment Cancellations
If you decide to cancel your order after the payment has been processed but before the item has shipped, please contact us immediately. Please note that cancellations of this nature are subject to a 10% to 15% cancellation and processing fee. This fee covers non-refundable transaction costs deducted by payment gateways (e.g., credit card processors, Stripe, Airwallex), cross-border currency conversion losses, and administrative order handling. This amount will be withheld from your total refund amount.
Order Hold & Storage Policy
We understand that outfitting a commercial kitchen takes time. We offer up to 30 days of free storage for your equipment at our facility after the order is fully paid. If you request to delay shipping for more than 30 days, a standard storage fee of $50 USD per month (per heavy machine) will apply. If an order remains unshipped due to the customer's unresponsiveness for over 120 days, it will be considered an abandoned order. We reserve the right to cancel the order and issue a refund minus a 15% restocking and administrative fee.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged in transit, or if you receive the wrong item, so that we can evaluate the issue and make it right. We may request photos or videos of the damaged/defective unit to expedite the resolution process.
Parts & Troubleshooting First
For commercial heavy equipment, returning the entire unit internationally is highly cost-prohibitive. If your machine experiences a technical issue, our engineering team will first provide remote troubleshooting and ship replacement parts via Air Express to resolve the issue quickly and keep your business running.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as custom-made commercial equipment or personalized items. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on final sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
B2B Transaction Exemption (EU/UK)
Please note that Tenshine operates strictly as a Business-to-Business (B2B) supplier. Commercial kitchen equipment purchases are considered B2B transactions. Therefore, the standard EU/UK consumer 14-day "Cooling-Off Period" (Right of Withdrawal) does not apply to our commercial products.
Refunds & Restocking Fees
We will notify you once we’ve received and inspected your returned item at our Suzhou facility, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note: For non-defective returns (e.g., buyer's remorse), a 20% Restocking Fee will be applied. Additionally, if the item was sold with 'Free Shipping', the actual outbound shipping and handling costs we incurred will be deducted from your final refund amount. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at: info@tenshine.shop.
Company Identification
This website and the Return and Refund Policy are operated and provided by our corporate entity: TENSHINE INTERNATIONAL GROUP (HK) LIMITED
Registered Office: Room 701, Unit 108, 7/F, Tower B, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Kowloon, Hong Kong
(Note: Please do not send product returns to this corporate address. All returns must be sent to the Suzhou fulfillment center listed above.)
