Return & Exchange
Tenon has a comprehensive after-sales service program. You can contact us at any time for a solution to any problem with your product, and our customer service will usually provide a satisfactory solution within 24 hours.
TENON offers a one-year warranty program. Within one year after you receive the product, if the product is damaged due to non-human reasons, TEEHO provides free repair service (shipping cost at your own expense). You need to provide customer service with detailed information, date of purchase, order number, and contact email address.
WHAT DOES THIS WARRANTY NOT COVER?
This limited warranty does not cover any damage due to: (a) transportation; (b) storage; (c) improper use; (d) failure to follow the product instructions or to perform any preventive maintenance; (e) modifications; (f) unauthorized repair; (g) normal wear and tear; or (h) external causes such as accidents, abuse, or other actions or events beyond our reasonable control.
This limited warranty does not cover products that are not installed within 30 days of receipt. Due to the nature of the product and the many possibilities that may occur out of the manufacturer's control this warranty does not cover products that are not installed within 30 days of receipt.
Please inspect your product carefully before installation as this limited warranty does not cover any costs associated with return shipping, installation or de-installation, including but not limited to contractor or installer time, travel, or transportation of the product for any reason.
Customized Front Door Refund Policy
All damage must be reported within two days of receipt of product and prior to the installation of the door. Damage reported after installation may not be covered under warranty.
Returns
All of our products are guaranteed by us and insured by the shipping company to arrive in perfect condition. However, purchased items may be returned within three (3) days of receiving shipment with the exception of custom orders (see section below for custom orders). Authorization from Tenon is required prior to the return of any item. Customers need to obtain a Return Authorization before shipping item back. Upon return, your item will be inspected. Exchanges, credits and refunds will be issued for the purchase price only. Any taxes charged will be refunded in accordance with state and local laws.
THE FOLLOWING WILL APPLY WITH EVERY RETURN OR CANCELLATION AFTER AN ORDER SHIPPED:
· A 25% restocking fee will apply to all doors/slab orders.
· Customer is responsible for return shipping charges.
· No refund will be made for purchases until the items have safely arrived to our facility.
· Shipping charges are non-refundable with the exception of damaged or defective merchandise.
· Installing, staining or any other modifications to the door will void ability to return.
· If your order had "Free Shipping", this is a one-way offer so if you return your order our actual outbound shipping costs to you will be deducted from the refund.
· If your order had “Flat Rate Shipping” this is a one-way offer and is not the actual cost incurred by Tenon to ship the door. If the order is returned your actual outbound shipping costs will be deducted from the refund.
· You are responsible for making all arrangements associated with the return of your merchandise. Items must be received back in their original and unused condition. Any and all related parts and assembly instructions received must be included with the item.
· Any damages or missing parts that are determined once your item is received back will be assessed and deducted from your refund, so please be sure to repackage your items safely and securely.
· Shipment refusals will be treated as a standard return, in which the above policy will apply.
· Refunds issued for returned orders are credited back to the buyer’s original · payment method. There may be a 3-5 business day processing time before you see the credit applied to your account.
To obtain a Return Authorization please contact our customer service department.
Tenon will not assume the transportation charges for any products returned by any transportation agency or company for products purchased through Tenon.
Custom Orders
Custom orders including stock items with any modifications begin production immediately upon order and are built to your specifications. They cannot be cancelled, changed, returned, or refunded at any time.
Cancellation
All sales of custom orders are final. Custom orders cannot be cancelled and are considered ordered once payment in any amount has been made toward the order.
Any cancellation of a custom order will result in the entire balance of the order being charged.
All sales of non-custom orders such as door parts can be cancelled prior to the shipping prep stage and subject to our standard return policy including 25% restocking fee.
A minimum 10% cancellation fee will be assessed regardless of the reason for cancellation. Additional cancellation fees may be assessed to cover any loss sustained by Tenon.
If you need to cancel your order please contact customer service.
Refunds
Money will be refunded within 48 hours from receiving the return.
All damage must be reported within seven days of receipt of product and prior to the installation of the door. Damage reported after installation may not be covered under warranty.
If you have any questions, please feel free to contact us, we will reply you within 24 hours.
Contact email: aptenon-US@outlook.com