Refund policy

Last Updated: July 27, 2026

Welcome to Tengzhuo.

We are committed to providing quality products, reliable fulfillment, and responsive customer service. Your satisfaction is important to us. If you are not completely satisfied with your purchase, we are happy to help you through our return and refund process.

Please read this Return & Refund Policy carefully before submitting a return request. By placing an order through Tengzhuo, you acknowledge that you have read and understood the terms described in this policy.

1. Our Return Policy

You may request a return within 30 calendar days after your order has been delivered.

The 30-day return period begins on the delivery date shown by the shipping carrier, not the date the order was placed or shipped.

To qualify for a return, the following conditions must be met:

The return request is submitted within 30 calendar days after delivery.
The product is unused and remains in its original condition.
Whenever possible, the product should be returned with its original packaging and accessories.
The product has not been intentionally damaged, modified, or altered after delivery.
Proof of purchase, such as your order confirmation or order number, is provided.

Returns submitted outside the return period or items that do not meet these conditions may not be eligible for a refund.

2. Return Authorization Required

To ensure that every return is handled efficiently, all returns must be authorized by our customer service team before any item is shipped back.

Please do not return products without contacting us first.

Once your request has been reviewed and approved, we will provide detailed return instructions, including the appropriate return procedure.

Unauthorized returns may experience delays, be refused, or be returned to the sender.

3. How to Request a Return

To begin a return request, please contact our customer support team and provide the following information:

Your full name
Your order number
The email address used for the purchase
The reason for your return
Clear photographs of the product if it is damaged, defective, or incorrect

Customer Support Email

service@tengzhuo.shop

Customer Support Phone

+1 (938) 732-7107

Our customer support team generally responds within 1–3 business days.

4. Eligible Return Reasons

We accept return requests for reasons including, but not limited to:

The item arrived damaged during transportation.
The item contains a verified manufacturing defect.
You received the wrong product.
The item does not match the description of your order.
The product has significant quality issues confirmed by our support team.

Each return request is reviewed individually to determine the most appropriate resolution.

5. Non-Returnable Items

For hygiene, safety, and product integrity reasons, certain products may not be eligible for return.

Examples include:

Personalized or customized products.
Products showing signs of use or wear.
Products intentionally damaged after delivery.
Items that have been modified by the customer.
Gift cards.
Clearance or final-sale items that were clearly identified as non-returnable before purchase.

If you are unsure whether your item qualifies for a return, please contact our customer support team before sending any product back.

6. Damaged, Defective, or Incorrect Orders

Although every order is carefully inspected before shipment, unexpected issues may occasionally occur.

If you receive:

A damaged item
A defective product
An incorrect product
An item with missing components

Please contact us within 7 calendar days after delivery.

To help us resolve your issue as quickly as possible, please provide:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the shipping box and shipping label when applicable

After reviewing your request, we may provide one of the following solutions depending on the circumstances:

A replacement product
A replacement part
A partial refund
A full refund

Our goal is always to provide a fair and timely solution.

7. Order Cancellation

Orders may be canceled before they enter the fulfillment process.

Our normal order processing time is 1–3 business days.

Once an order has entered processing, has been packed, or has been shipped from our U.S. warehouse, it can no longer be canceled.

If you no longer wish to keep the product after delivery, you may submit a return request in accordance with this Return & Refund Policy.

8. Return Shipping Costs

The party responsible for return shipping costs depends on the reason for the return.

If the return is caused by Tengzhuo

Examples include:

Wrong item shipped
Manufacturing defect
Product damaged during shipment
Product significantly different from the order

In these situations, Tengzhuo will provide an appropriate solution based on the circumstances. This may include prepaid return instructions, a replacement product, or a full refund.

If the return is requested for personal reasons

Examples include:

You changed your mind.
You ordered the wrong product.
You no longer want the item.
The product does not meet your personal preference.

Unless otherwise required by applicable law, the customer is responsible for the return shipping costs.

Original shipping charges are generally non-refundable once shipping services have been provided.

9. Refund Process

Once your returned item has been received, our team will inspect it to verify that it meets the return eligibility requirements outlined in this policy.

The inspection process is typically completed within 1–3 business days after the returned package has been received.

After the inspection has been completed, you will receive an email notifying you whether your refund request has been approved or declined.

If additional information is required, our customer support team will contact you before a final decision is made.

10. Refund Method

Approved refunds will be issued using the same payment method used for the original purchase whenever possible.

Depending on your payment provider, eligible refunds may be returned to:

Credit Card
Debit Card
PayPal
Shop Pay
Apple Pay
Google Pay
Other supported payment methods used during checkout

For security reasons, refunds cannot normally be transferred to a different payment account.

11. Refund Timeline

After your refund has been approved, Tengzhuo will process the refund promptly.

Most financial institutions require approximately 5–10 business days to complete the refund and post the funds to your account.

Please note that processing times are determined by your payment provider or bank and may vary.

If you have not received your refund after 10 business days, we recommend contacting your payment provider before contacting us.

12. Exchanges

We currently provide exchanges only under the following circumstances:

The incorrect item was shipped.
The item arrived damaged during transportation.
The product has a confirmed manufacturing defect.
The item received is materially different from the product ordered.

Exchange requests are subject to product availability.

If the requested replacement product is unavailable, we may offer an alternative product of equal value or issue a refund.

13. Late or Missing Refunds

If your refund has not appeared after the expected processing period, please complete the following steps before contacting us:

Verify your bank account.
Contact your credit card provider.
Contact your payment provider if applicable.
Contact your bank, as processing times may vary between financial institutions.

If you have completed all of these steps and still have not received your refund, please contact our customer support team.

14. Return Instructions

To protect both our customers and our business, every return must receive prior approval.

After your return request has been approved, our customer support team will provide detailed return instructions based on your order.

Please do not send products back without receiving return authorization.

Packages returned without authorization may not be accepted or may experience significant delays in processing.

15. U.S. Customer Service & Return Support

All customer orders placed through Tengzhuo are fulfilled and shipped from our warehouse in the United States.

Customer service and return support are provided through our U.S. service address.

U.S. Customer Service & Return Support

5607 1st Ave S

Birmingham, AL 35212

United States

Please note that customers should not send returns directly to this address without receiving return instructions from our customer support team.

Approved return requests will receive detailed return instructions to ensure that returns are processed efficiently.

16. Company & Manufacturing Information

Tengzhuo partners with an experienced manufacturing facility to produce products according to our quality standards.

Manufacturing Partner

Unit 2, Building 78, Area C,

Xiakaizhu Village,

Jiangdong Street,

Yiwu City,

Zhejiang Province,

China

This address is used for company operations, manufacturing, and quality inspection.

It is not a customer return address and should not be used for returning products.

17. Customer Support

If you have any questions regarding this Return & Refund Policy, please contact us.

Tengzhuo

Customer Support Email

service@tengzhuo.shop

Customer Support Phone

+1 (938) 732-7107

Customer Service & Return Support Address

5607 1st Ave S

Birmingham, AL 35212

United States

Customer Support Hours

Monday – Friday

9:00 AM – 5:00 PM

Central Time (CT)

Average Response Time

1–3 Business Days

18. Changes to This Policy

Tengzhuo reserves the right to update or modify this Return & Refund Policy at any time without prior notice to reflect changes in business operations, legal requirements, or customer service practices.

Any revisions become effective immediately upon publication on this page.

Customers are encouraged to review this policy periodically before making a purchase.