Refund policy

At TENTRA, we are committed to providing high-quality products designed for comfort and performance. If for any reason you are not completely satisfied with your purchase we offer a straightforward returns process. Please read the following policy detailing our returns process. 

30 Day Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, in its original packaging. You’ll also need the receipt or proof of purchase.

How to Request a Return

To begin the return process, please contact our customer support team at: support@tentra.co.uk

Please provide the following information in your request:
•    Your full name
•    Order number
•    Reason for return
•    Photos if applicable (for damaged or incorrect items)

Return Approval Process

Once we receive your return request, we will review it and confirm whether your return has been approved. Please wait for this approval before shipping any items back to us. Unauthorised returns may be refused.

You can always contact us for any return question at support@tentra.co.uk

Return Shipping Costs

•    Customers are responsible for the cost of returning items to us.
•    We recommend using a tracked service to ensure your return reaches us safely.
•    TENTRA is not responsible for items lost or damaged in transit.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at support@tentra.co.uk. Please include clear photos of the product and packaging to help us resolve the issue quickly.

Non-Returnable Items

For health and hygiene reasons, we cannot accept returns on opened or used products. Additionally, gift cards, promotional items, and sample products are non-returnable.

Refunds
We will notify you once we’ve received and inspected your return, 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 remember it can take some time for your bank or credit card company to process and post the refund too.